Marco Alpizar

Experience

• 

  Fanal

  Jan 2007 - Jan 2010

  Accounting Assistant

  Data Entry: Logging transactions, recording and reviewing journal entries, creating invoices, and crafting spreadsheets.Clerical Duties: Handle incoming mail, scan and photocopy documents, and prepare quarterly reports. Also help with year-end audits and bank reconciliations.Customer Service: Communicate with vendors and customers about invoices and payments via email or phone.

• 

  Air Transat

  Jan 2010 - Jan 2011

  Airport Lead Agent

  Driving the operation in all departments; lobby, gates, premium services, club, baggage and connectionsEngaged operationally, to ensure the needs of the customer, the team and our operation are met; on a day-to-day basisOversee the necessary daily preparatory work, ensuring staff deployment best meets the needs of the scheduleSupport vendor to provide premium program customer service in service delivery and product offering through daily engagement and service standard auditsEnsure a good knowledge of premium services policies and procedures; including club access, promotions and marketing programs can be demonstrated Show less

• 

  SYKES Costa Rica

  Jun 2011 - Aug 2017

  Learning and Development Specialist

  Design and implementation of training programs, including the delivery and facilitation of those programs. Creation of content for various types of training. Think for instance of participant materials, videos, practical exercises, and interactive eLearning.Communication skills, proficiency in eLearning, in-depth knowledge of various learning management systems

• 

  Freelance

  Jan 2016 - now

  Audiovisual Content Creator

  FreelanceVideo EditingVideo Recording Events

• 

  Western Union

  Oct 2017 - now

  • Design, develop, and execute the training and professional development strategy for Western Union’s Global Operations Teams, Product, and Operations, ensuring timely implementation within budget constraints.• Implement sales and operations training initiatives that drive performance, build skill and knowledge accountability, and foster a learning culture, ultimately enhancing business renewal and closure rates.• Create and facilitate various training formats, including in-person sessions, new hire classes, Webex trainings, and online modules, to cater to diverse learning needs.• Steer the overall direction of the Training & Development Committee, overseeing initiatives for over 1,100 Western Union employees in the Costa Rica office.• Develop and communicate a clear vision for learning and development initiatives that align with organizational objectives, ensuring cohesive and strategic growth.• Collaborate with senior leadership to identify training needs and develop customized programs that address specific skill gaps and business goals.• Monitor and evaluate the effectiveness of training programs through feedback, assessments, and performance metrics, making data-driven improvements.• Manage a team of trainers and coordinators, providing guidance, support, and professional development opportunities to ensure high-quality training delivery. Show less • Oversee and manage the entire Global Agent Training & Communication intake process, from inception to delivery, ensuring continuous improvement and implementing metrics to assess training impact and effectiveness.• Directly manage daily Agent training and communication requests, ensuring successful execution and alignment with organizational goals.• Lead and support the Elite recognition program's communication, training, and workstreams, driving engagement and excellence.• Execute training curriculum in collaboration with Agent/Operations and sales training resources for strategic corporate initiatives.• Manage budget and invoices efficiently, ensuring financial accountability and transparency.• Facilitate face-to-face Operation Managers trainings and certifications, enhancing agent skills and knowledge.• Develop and distribute consistent, professional communications, ensuring alignment with internal stakeholders before external distribution.• Identify and address gaps in training materials to ensure effectiveness and relevance for our Agents, Operations and sales teams. • Create internal communications (e.g., newsletters) to inform field operations of program/policy updates, accomplishments, and other relevant information.• Maintain and update the Agent training content repository, ensuring materials are current and relevant.• Support and update Partner manuals, training materials ensuring accuracy and usability.• Manage the Hub platform, ensuring content is regularly updated and refreshed. Show less Oversee and manage Global Agent Training & Communication intake process from inception through delivery. Ensure continuous improvement and implement measurements to assess training impact and effectiveness.Directly manage day to day Agent training and communication requests and ensure successful execution.Support and manage Elite program communication, training and recognition workstreams.Execute training curriculum with Agent training resources for Elite and strategic corporate initiatives (Pay @ WU, etc).Budget and invoice management.Support face to face ROM trainings and certification.Create consistent, standard, professional communications ensuring alignment with internal key stakeholders prior to distribution to external business partners.Identify gaps in training material that should be addressed to ensure effectiveness.Create internal communication (newsletter) to inform field ops of program/policy updates, accomplishments, etc.Maintain Agent training content repository (content management) and ensure materials are refreshed/updated whenever necessary.Support and update ISM and White Label Partner manual.Support Hub platform and ensure content is updated/refreshed. Show less

  • Global Training & Development Manager

    Dec 2021 - now

  • Supervisor, Global Training & Communications

    Feb 2019 - Dec 2021

  • Global Training Specialist & Communications

    Oct 2017 - Feb 2019