Carlos A. Rivas Ríos
Curridabat
Summary
Reliable Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
18
18
years of professional experience
Work History
Electronic Component Material Coordinator
Boston Scientific
01.2021 - Current
- Responsible for coordinating and obtain the material composition for the medical devices
- Analyze if the data obtained is in compliance with regulations
- Coordinate with R&D and the suppliers when there is missing information or is not in compliance with regulations
- Coordinated tracker changes to be rearranged in a logical sequence for better visualization of the information and simplifying the tracking process
- Supervised and resolved customer and stakeholders' escalations while sharing best practices with the team and coaching them during shadowing sessions when needed
- Distributed the daily work volume, making sure the daily distribution is equitable and the requests are completed on time
- Standardized new hire training and created support documentation for the new hires
- Create and maintain materials in MDG (S4/HANA)
- Contributed to SAP obsolescence project and PDD Saudi completion project.
- Worked with project managers to determine schedule and volume requirements in order to effectively coordinate deliveries and maintain supply levels.
- Trained, motivated, and instructed team new team members.
- Collaborated with cross-functional teams to align production plans with the business requirements.
- Managed time efficiently in order to complete all tasks within deadlines.
- Developed and maintained courteous and effective working relationships.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
Master Data Management Analyst
3M
01.2016 - 01.2019
- Successfully led the Consumer Business Group processes migration to the Costa Rican Shared Services; this assured the correct SKU (Stock Keeping Unit) assignation, compliance with the Service Level Agreement and guaranteed the data accuracy
- Created and restructured materials required for tracking of SKUs and UPCs (Universal Product Code), material description and billing units for the Consumer Business Products (Cleaning & Protecting, Personal Healthcare, Home Improvement, Decorating, Organizing and Crafts, School Supplies, Office, Sports & Recreation)
- Automation of processes to reduce re-work which resulted in a shorter processing time, better SLAs and less costs without compromising quality
- Applied Lean Six Sigma methodology to improve productivity and eliminate waste
- Process improvement by calibration, standardization, and documentation.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Validated results and performed quality assurance to assess accuracy of data.
- Identified and resolved problems through root cause analysis and research.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
Process Coordinator
Thomson Reuters
01.2013 - 01.2016
- Ensured the best work environment while managing high work volumes and completing processes with the best service and accuracy required
- Responsible of providing feedback and coaching opportunities to the team
- Supervised and resolved customer escalations while sharing best practices with the team and coaching them during one on-one interactions when needed
- Enhanced processes by reviewing quality errors and organizing calibration sessions
- Implemented process improvements and tools that helped manage the team's daily work volume.
- Provided direction for quality improvement team and support groups to help operating units meet business plan objectives.
- Identified inefficiencies and improvement opportunities to provide advice and support documentation for evaluation of initiative opportunities.
- Evaluated areas of risk to recommend mitigation strategies for deliverables.
- Analyzed workplace practices to meet goals by specific deadlines.
- Supported internal and external stakeholders to complete business processes.
- Managed staff hiring, training and supervision.
- Conducted performance reviews each quarter, offering praise and recommendations for improvement.
- Collaborated with internal teams to streamline operations.
- Cultivated professional working relationships with peers and supervisors.
Sr. Team Member
Thomson Reuters
- Managed daily work distribution and processed special requests that required a higher level of expertise to be completed
- Standardized new hire training and created support documentation for the new hires
- Process improvement for searching methods to avoid duplicate customers
- Process documentation and job aids created.
Sr. Associate
Thomson Reuters
- Created, modified, and updated customer accounts while keeping critical metrics such as accuracy, security and details.
- Assigned tasks to lower-level personnel based on qualifications and skills set.
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Defined work plans in alignment with stakeholder requirements.
- Trained and supported new team members, maintaining culture of collaboration.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Worked varied hours to meet seasonal and business needs.
Quoting coordinator
Hewlett Packard
01.2010 - 01.2013
- Responsible of providing a quotation to the customer, taking their payment, and explaining them about how the quoting and dispatch process worked
- Provided the necessary follow-ups while delivering excellent customer service.
- Entered data, generated reports, and produced tracking documents.
- Studied processes, implemented cost reductions and developed reporting procedures to maintain administrative workflow.
- Utilized proactive communication abilities to resolve employment-related disputes.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Nesting helper
Sykes
- Responsible to onboard the new hires on the tools needed and guided them on soft-skills usage to deliver an excellent customer service
- Implemented engagement and recognition programs to keep the new hires motivated
- Provided coaching and delivered feedback to improve performance.
- Maintained work areas by cleaning and straightening for maximum productivity and safety.
- Followed supervisor instructions to complete tasks on time.
Back up Team Manager
Sykes
- Balanced business needs and requirements while caring of the associate experience
- Experience leading groups of 10 to 20 associates
- Identified improvement opportunities during the call and coached towards their improvement.
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Facilitated meetings to communicate team performance goals and results.
- Led employee relations through effective communication, coaching, training, and development.
Disputes and Customer Service Representative
Sykes
01.2006 - 01.2010
- Provided customer service and accuracy while adhering to company's policies
- Dealt with difficult customer interactions
- In charge of processing customer's payments with the highest levels of confidentiality and security
- Responsible to find the correct reason to file a dispute for the customer and completed the proper follow-up according with the disputes rights and policies.
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Handled customer inquiries and suggestions courteously and professionally.
Education
Universidad Autónoma De Centro América
Skills
- Strong interpersonal skills
- Self-motivated and committed
- Analytical mindset
- Capable of working in ambiguous environments
- Excellent Communication
- Social Perceptiveness
- Task Prioritization
- Analytical Thinking
- MS Office
- Ability for flexible shifts and work from home (50 MBGs)
- Computer Skills
- Friendly, Positive Attitude
- Relationship Building
Languages
English
Spanish
Quote
For a tree to become tall it must grow tough roots among the rocks.
Personal Information
- ID Number: 112810679
- Nationality: Costa Rican
Timeline
Electronic Component Material Coordinator
Boston Scientific
01.2021 - Current
Master Data Management Analyst
3M
01.2016 - 01.2019
Process Coordinator
Thomson Reuters
01.2013 - 01.2016
Quoting coordinator
Hewlett Packard
01.2010 - 01.2013
Disputes and Customer Service Representative
Sykes
01.2006 - 01.2010
Sr. Team Member
Thomson Reuters
Sr. Associate
Thomson Reuters
Nesting helper
Sykes
Back up Team Manager
Sykes
Universidad Autónoma De Centro América