Andrea Orozco González Email & Phone Number

Costa Rica

Costa Rica

• Managed and developed a multigenerational team of 12 specialists responsible for providing second level support to several countries including Mexico, Colombia, Argentina, Brazil, Chile, Bolivia, and Costa Rica.• Designed and measured 6 Key Performance Indicators and Service Level Agreements with the regional Human Resources managers to ensure a standardized and consistent support from the H2R team• Executed a communicational strategy across the region to train and familiarize with the implementation of a new HR system and the new processes • Implemented a lean culture focused on identifying existing issues and addressing escalations in a comprehensive way• Spearheaded multiple key processes including process migrations, stabilization, documentation, training, and budget management

Costa Rica

• Spearheaded a team of 15 employee data management specialists responsible for overseeing over 70k employees’ data in the United States and Canada• Conducted system quality audits and volume reports on a regular basis to ensure processing data and the specialists’ volume was optimal• Led the inbound transition and migration of the Employee Data Administration team to the Costa Rica service center• Enhanced the service delivery process by redesigning the requests inflow and inquiries process and reassigning tier 1 responsibilities to the HR help desk team

• Supervised a team of 16 data analysis experts and fraud investigators, responsible for approving or rejecting expense reports, such as analyzing possible fraud with the use of the corporate card.• Managed direct communication and relationship with American Express, to resolve escalations and work on continuous process improvement.• Consolidated, analyzed, and reconciled the department's ledger accounts to resolve or close liabilities that could affect the American Express account.

Costa Rica

• Led a team of 12 data entry processors, responsible for the administration of the database of LATAM employees. • Negotiated the relocation of processes and collaborators at the close of operations in Costa Rica

Costa Rica

• Supervised and trained a group of 15 data entry administrators responsible for the administration and execution of requests made by employees related to HR.• Handled team performance and oversaw escalations received by the client.

Bachelor Of Business Administration - Bba, Marketing

Skills For Effective Negotiation