Marilyn J.

Experience

• 

  Instituto Costarricense de Turismo

  Oct 2003 - Nov 2005

  Survey Interviewer

  Asked face to face questions to tourists all over the world in accordance with instructions to obtain various specified information. • Held in person interviews with International tourists arriving and departing the airport • Managing per-diem distributions for all interviewers onsite

• 

  Hewlett Packard Enterprise

  May 2006 - now

  Supervises, and manages, the IDS team (around 50 people) to achieve organizational goals. 1. Administered end-to-end processes between outsourcing of services (Soluciones Creativas) and HPE.• Conducts effective recruitment, interview, qualifying, hiring, onboarding, and termination processes.• Process Expenses monthly report and renew of the PO per quarter.• Organize and develop materials, and topics, for team meetings. • Run Team Metrics Reports to improve Team efficiencies, and quality assurance and give constructive feedback-Adapt the budget to the needs of the team-Verifies attendance, and coordinates special permissions, vacations, time off and back up with minimal team impact.-Guide team members with career development plans and improvement areas.2. Assist with the development of Team Strategy in alignment with company goals• Created process simplification reference guide.• Monitor team members' work to prevent CU’s escalation and maintain work balance.• Negotiate, implement, communicate & document process updates.• Enhance Team problem-solving skills.3. Create the best experience for our customers• Meet with company leads/customers to review TCE survey results and create improvement plans.• Maximize Customer Satisfaction (Total Customer Experience) by taking action on time.4. Lead team-building activities• Improve teamwork by building trusted relationships Show less Coordinated all trainings within the Team • Developed and documented training materials • Trained all new employees on the end to end of daily business (tools, programs, current processes, work expectations, quality assurance, customer service) in many waves of people • Delivered cross trainings between different divisions within the team during the course of nine years• Coordinated and led the transition of responsibilities to a new trainer when promoted to another position Show less

  • Customer Proj/Prgm Mgr (IPM)

    Nov 2023 - now

  • Learning and Development Project Manager

    Sept 2022 - Nov 2023

  • Implementation Project Manager

    Jan 2019 - Oct 2022

  • Team Lead

    May 2014 - Oct 2022

  • Assisting Project Manager

    Aug 2014 - Dec 2014

  • Trainer

    May 2006 - May 2014

  • Subject Matter Expert

    Jul 2012 - Jul 2013

  • Senior Revenue Analyst

    May 2010 - May 2012

  • Customer Service Specialist

    May 2006 - May 2010