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Santa Marta de Heredia
Objective: To utilize my proven educational, operational, and management skills to make a positive contribution to my organization.
Summary of Qualifications
MA in Management
Teaching & education
Effective in cross functional duties
Proactive problem solver
Developed and implemented English Mentoring program.
Conducted final interviews for all prospective hires. Based on my findings the candidates were found to be acceptable or not as a new employee.
Developed and conducted Customer service skills training for all employees.
Designed and conduct on site English Skills Training. Developed all necessary curriculum and processes to deliver prehire assessment, in class room curriculum and training; along with remedial sessions. Resulted in a consistent level of English throughout the organization.
Designed and implemented system for Quality Assurance to track English Skills with in a call center environment. Required developing the process from scratch, training and calibration as well as compiling ongoing data on a weekly basis. Process produced very positive results regarding quality scores.
Lead calibration sessions between QA, HR, Operations and Training departments. Resulted in better hires, less attrition and higher quality scores.
Defined the differences between English and Spanish as relevant to call center agents as a means of improving performance.
Developed English skills assessments and remedial curriculum to assist our employees with further development of their English skills.
Perform oral language assessments. Make recommendations based on findings.
Accepted positions as a teacher of English as a Second Language in Korea and Costa Rica. Adapting to the cultures and living within the countries. Successfully educated students by tailoring the course to the individual needs of the students. Achieved outstanding success rate among my students.
Developed and presided over corporate training program. Guided nonexempt employees through a detailed business history. Expanded the knowledge of senior level management&;s decisionmaking strategy.
Let a corporate team in the investigation of employee/employer relations. Identified issues of dissatisfaction and concern, and developed solutions. Reported results in a successful presentation to upper management, resulting in greatly improved working conditions, and improved relationships between management and employees.
Formulated, developed, and implemented a new shipping process. Coordinated the process between all involved areas, including: Factory, Shipping, Sales, Finance, Marketing and customers. Resulted in cost savings in Transportation, Warehousing, and Inventory in excess of $MM per year.
Conceived and developed new processes for improvement in the supply cycle. Reduced the system cycle times, and implemented innovative logistics strategy. Reduced inventory cycle time from days to days.
Developed a strategic plan to reduce inventory. Coordinated the marketing and transportation for a successful reduction in inventory. This allowed for the closing of a warehouse, showing dramatic savings for the company in excess of $MM.
Created productionplanning process with Korean supplier. Analyzed the performance of the current system, determined and discussed option, and developed the new process. This reduced lead time by days, and greatly increased production flexibility.
As a key member of the Microwave Product Team, contributed to a sales increase of % in , more than doubling that in .
Assisted in the complete production redesign of a manufacturing facility in China. Responsibilities included assisting in the startup, production, planning, and shipping. As a result of our successful cooperation, we were awarded the Chairman&;s&; Award, the highest award given to employees by Whirlpool.
ACE Global, Heredia, Costa Rica
Sykes Latin America, Heredia, Costa Rica
New Hope Bilingual School, San Juan de Santa Barbara, Costa Rica
English and Literature Teacher
Nexus Learning, Princeton, NJ
English and Literature Teacher
InterAmericana University, Heredia, Costa Rica
Reformed English Institute, Changwon, GyungNam, South Korea
Whirlpool, St. Joseph, MI
Nazareth College, Kalamazoo, MI
M.A. Business Management
San Francisco State University, San Francisco, CA
B.A. in Liberal Arts
Western Michigan University, Kalamazoo, MI