Sofía Moya Bermudez
San José,Costa Rica
Summary
Project‑focused professional with 3 years of coordination experience, strong technical operations background, and expertise in process improvement and training. Scrum and ADKAR certified, driving efficient, well‑executed system and process transitions.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Service Desk, Lead Trainer
Kaiser Permanente
07.2024 - Current
- Evaluated and enhanced training materials and agenda to ensure alignment with learner needs and promote ongoing development.
- Analyzed performance data and developed targeted action plans to boost KPI metrics and instill quality-driven behaviors, resulting in improved operational performance and customer satisfaction.
- Facilitated training for new hires on various tools and processes to ensure readiness for high-quality service delivery.
- Fostered and maintained strong working relationships with training teams abroad and cross-functional production teams to ensure seamless communication and collaboration on key projects.
Service Desk Analyst
Kaiser Permanente
02.2024 - Current
- Providing technical support, isolating, and resolving hardware and software problems involving applications, operating systems, or any combination thereof.
- Escalating critical issues to the appropriate departments and teams for resolution.
- Maintain accurate documentation and contribute to the knowledge base.
- Ensure high-quality customer service and user communication.
Subject Matter Expert, Technical Support
Concentrix & Webhelp
09.2022 - 02.2024
- Provide floor support on technical issues daily.
- Supervise the team in the Team Leader's absence.
- Regularly monitor the achievement of service levels, including QA, CSAT, NPS, SLA, and other key metrics.
- Performance management: Side by sides, Live audits, coachings.
- Managed customer escalations by addressing complex issues with empathy and urgency, collaborating with cross-functional teams to ensure timely resolutions.
- Partnered with subject matter experts to validate and enhance training and knowledge base materials.
Blooms Transition Lead
Concentrix & Webhelp
09.2022 - 02.2024
- Supported development and implementation of Blooms & Transition project to enhance operational efficiency.
- Provide real-time assistance and guidance to new hires on the floor.
- Analyze production QA scores to identify knowledge gaps and develop new training and support materials aimed at addressing these gaps during training and nesting phases.
- Monitor new hires' progress to ensure they meet nesting goals, providing regular feedback and coaching to support their transition to production while ensuring performance standards are met.
Education
Project Management Technician -
Universidad Fidélitas
San Pedro, Santa MartaHigh School Bachelor degree -
Ing. Samuel Sáenz Flores High School
Cubujuquí, HerediaSkills
- Adaptability
- Communication Skills
- IT Service Management
- ITIL Process Management
- Stakeholder Management
- Effective Time Management
- Scrum Methodology
- Agile Project Management
- Microsoft Office Suite
- Google Workspace
Accomplishments
- Assisted in the creation and execution of a new production transition project, contributing to planning, coordination, and successful implementation to reduce knowledge gaps as agents moved from nesting to full production.
- Partnered directly with the Virtual Collaboration Team and cross‑functional stakeholders to drive a seamless support transition to the Service Desk.
- Collaborated with Service Desk management to develop an application for tracking production adherence, improving visibility, accuracy, and performance management.
Certification
- Scrum Master Professional Certificate, Universidad CENFOTEC
- Change Management, Percipio
Languages
English – C1
Spanish – Native
Timeline
Service Desk, Lead Trainer
Kaiser Permanente
07.2024 - Current
Service Desk Analyst
Kaiser Permanente
02.2024 - Current
Subject Matter Expert, Technical Support
Concentrix & Webhelp
09.2022 - 02.2024
Blooms Transition Lead
Concentrix & Webhelp
09.2022 - 02.2024
Project Management Technician -
Universidad Fidélitas
High School Bachelor degree -
Ing. Samuel Sáenz Flores High School