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
San Jose, Costa Rica
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
San Jose, Costa Rica
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
San Jose, Costa Rica
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
San Jose, Costa Rica
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
San Jose, Costa Rica
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
Isla De Margarita, Venezuela
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
Venezuela10.1992
Technical Degree - Tourism And Languages
Francesco Algarotti
Italy06.1988
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