Elky Mug Salas

Experience

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  IDS

  Sept 2002 - Jun 2008

  Customer Service Specialist

  I provided support for sportsbook customers, managing accounts and analyzing performance.Achievements and responsibilities:- Addressed customer inquiries and resolved issues, maintaining high levels of customer satisfaction.- Managed sportsbook accounts, ensuring accuracy and customer satisfaction.- Generated and analyzed reports, identifying service trends and improving quality.

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  Consorcio de Montajes Industriales CMI

  Feb 2008 - Jun 2008

  Occupational Safety Health Specialist

  I conducted inspections and developed safety plans for construction projects, ensuring compliance with regulations.Achievements and responsibilities:- Conducted inspections and evaluations to ensure safety compliance, reducing safety incidents on projects.- Developed and implemented safety and emergency plans, tailoring solutions to specific construction needs.- Delivered training on safety procedures, enhancing overall safety awareness and compliance.

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  Organico Soft

  Aug 2008 - Feb 2011

  Assistant Manager

  I organized tasks, facilitated meetings, and managed personnel schedules to ensure efficient operations.Achievements and responsibilities:- Organized daily, weekly, and monthly tasks, improving operational efficiency.- Facilitated meetings to align team objectives and enhance communication.- Managed personnel schedules, ensuring adequate coverage and efficient workflow.

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  Instalaciones Industriales M.A.

  Mar 2011 - Jul 2011

  Occupational Safety Health Specialist

  I conducted inspections and developed safety plans for construction projects, ensuring compliance with regulations.Achievements and responsibilities:- Conducted inspections and evaluations to ensure safety compliance, reducing safety incidents on projects.- Developed and implemented safety and emergency plans, tailoring solutions to specific construction needs.- Delivered training on safety procedures, enhancing overall safety awareness and compliance.

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  Emergency Care Costa Rica

  Jan 2012 - Sept 2023

  Occupational Safety and Environmental Health Engineer

  I provided consulting services on occupational safety and environmental health, developing and implementing safety plans for various organizations. Conducted inspections and evaluations to ensure compliance with safety regulations. Developed and implemented Occupational Safety and Emergency Plans, tailoring solutions to specific organizational needs. Delivered training on safety topics, including emergency response and hazard management, improving emergency preparedness.

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  T4 services

  Mar 2013 - Jun 2017

  Scrum Master

  At Tier4 Services, I transitioned from Technical Writer to Scrum Master by deeply understanding the end-user's needs and possessing a high-level technical understanding of the system. I managed multiple projects, including a Transaction Analysis Software, an Auction Website, and an innovative all-bitcoin sportsbook application and website. I was able to connect with teammates and stakeholders, helping them understand the importance of prioritization and clear requirements. I excelled at understanding technology, software development cycles, and adopting the best methodology for the team and project. I also helped developers understand end-user needs by training them in operational concepts. My effective communication skills earned the trust of management. With over 15 years of experience training teams in diverse subjects, I made it a personal goal to ensure everyone understood the importance of adopting Agile methodologies, and the processes and concepts needed to implement them successfully. Show less

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  Desarrollo Creativo - Costa Rica

  Jul 2017 - Nov 2018

  Scrum Master

  At Desarrollo Creativo, I implemented Scrum methodology across teams in Costa Rica, Canada, and India, driving a 25% improvement in project delivery time. I played a key role in assisting the DevOps Engineer with the adoption of DevOps practices by understanding the process and ensuring that the team adhered to best practices. As a Scrum Master, I facilitated smooth integration and effective communication between technical and non-technical stakeholders. My ability to grasp complex technologies allowed me to bridge gaps and align project goals effectively. I fostered a culture of continuous learning and prioritization, leading to a 20% increase in team productivity and a stronger, more collaborative work environment. Show less

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  Zoom Services

  Jan 2019 - Dec 2022

  Odds Adjustment Specialist, Fraud Analyst, & Customer Service

  At Zoom Services, a Canadian sportsbook, I worked in various departments, monitoring and adjusting betting lines in real-time to ensure accuracy with market trends, analyzing fraudulent activities, and implementing prevention strategies. I provided online and phone support, resolving customer inquiries promptly and maintaining a 95% satisfaction rate. Additionally, I managed customer accounts, ensuring accuracy and timely updates, and generated performance reports to identify trends and enhance service delivery. Show less

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  Caramely Cookie

  Jan 2020 - Jan 2025

  Co-Founder, Marketing and Sales

  Caramely Cookie (CC) is a startup cookie bakery wholesale and retail establishment located in La Asunción, Heredia, Costa Rica, co-founded as a home business focused on selling artisanal freshly baked cookies. CC produces and sells products using locally sourced, premium ingredients free from preservatives to residents and tourists of the Greater Metropolitan Area (GAM) of San José. I developed and executed marketing strategies across social media platforms, increasing sales by 17% in the first year, managed product packaging, branding, and customer relations to ensure high customer satisfaction, and oversaw project management for business development, coordinating logistics, sales, and marketing initiatives. Show less

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  The Woman School

  Apr 2023 - Jun 2024

  Project Manager

  The Woman School (Greatness Journey Inc.) is a digital coaching and education business. I established the Customer Success Department and expanded my role to include project management of various initiatives. Promoted to Director of Operations within months, I managed a cross-functional international team and played a key role in the company’s success.

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  EHS Momentum

  Nov 2024 - now

  Executive Assistant & Project Manager

  I manage executive operations and projects to drive efficiency and business growth. My role includes optimizing processes, overseeing content strategy for marketing and SEO, and streamlining client onboarding with SOPs to enhance customer success. I also provide high-level administrative support, ensuring leadership can focus on strategic priorities, and develop training materials to improve knowledge retention and compliance.