Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Ylonka Rincon Rodriguez

San Jose / San Jose

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

30
30
years of professional experience

Work History

Senior Support Representative

Amazon
04.2023 - Current
  • Developed and implemented mentoring initiatives for peers. For CPH and PRR improvement.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Analyzed and developed service goals for in-bound call center.
  • Team POC for Gemba measure, and training new staff on it.
  • Created a SJO SYNC project that it's implemented to increase knowledge communication between teams, to ensure quality for publishers.

Senior Associate KDP IT

Amazon
05.2017 - 09.2022
  • Trained and supported new team members, maintaining culture of collaboration.
  • Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
  • Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
  • Spoke to customers in native language to increase loyalty and establish relationships.
  • Work with different team in translation resources as additionally tasks out of m y scope by taking ownership of helping other teams. Escalations.
  • Gemba’s POC for IT and BR Teams for 2 consecutive years achieving team goals and driving engagement with my peer to create and follow up Gemba Ideas while leading this project in my team.
  • Trained and mentored junior staff on customer service strategies and techniques.

Customer Service Representative

Convergys
09.2015 - 07.2016
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Review fraud and charges in customers accounts, Process chargebacks when needed.

Customer Service Representative

SYKES
09.2014 - 05.2015
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.

Corporate Accounting Manager

Industrias Abetos Azules
07.1999 - 12.2006
  • Managed banking reconciliations and monthly balance sheet statements.
  • Managed journal entries, collection efforts, reconciliations, and payroll processing.
  • Collaborated with other departments to achieve accurate and prompt financial reporting.
  • Generated monthly and quarterly financial statements for executive review.
  • Conducted internal audits to verify accuracy and compliance with applicable standards.
  • Developed and maintained system of internal controls to prevent fraud and abuse.
  • Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
  • Prepared internal and regulatory financial reports, balance sheets and income statements.
  • Evaluated and negotiated contracts to procure favorable financial terms.
  • Fraud department manager
  • Payroll, and legal entities payments, CCSS, INS Taxes.

General Manager, Business Development

Diversum Travel Agency
01.1994 - 12.1997
  • Developed and implemented strategies to increase sales and profitability.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Analyzed market trends and competitor activities to create competitive advantages.

Education

Business Accounting - Accounting

Iutirla
Venezuela
10.1992

Technical Degree - Tourism And Languages

Francesco Algarotti
Italy
06.1988

Skills

  • Staff Support
  • Production Work
  • Team Support
  • Financial Records
  • Customer Satisfaction
  • Operational Standards
  • Budget Administration
  • Team Management
  • Understanding Customer Needs
  • Calm and Professional Under Pressure

Languages

Spanish
Native or Bilingual
English
Full Professional
Italian
Native or Bilingual

Timeline

Senior Support Representative

Amazon
04.2023 - Current

Senior Associate KDP IT

Amazon
05.2017 - 09.2022

Customer Service Representative

Convergys
09.2015 - 07.2016

Customer Service Representative

SYKES
09.2014 - 05.2015

Corporate Accounting Manager

Industrias Abetos Azules
07.1999 - 12.2006

General Manager, Business Development

Diversum Travel Agency
01.1994 - 12.1997

Business Accounting - Accounting

Iutirla

Technical Degree - Tourism And Languages

Francesco Algarotti

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Ylonka Rincon Rodriguez