Fiorella Villalobos Email & Phone Number

Costa Rica

• Facilitate scrum ceremonies, ensuring efficient team collaboration and project progression.
• Monitor ticket progress and analyze sprint/team metrics to optimize project performance.
• Manage the end-to-end launch of a new brand, coordinating with design, marketing, legal, and finance departments to meet launch deadlines.
• Oversee a rebranding project with an external vendor, maintaining communication with their project manager to stay on track and meet internal client expectations.
• Implement process improvements across all projects to enhance efficiency and outcomes.
• Lead the development and execution of a holiday coverage plan for the company’s one-week break.

Costa Rica

• Lead creative projects for female entrepreneurs such as course launches and rebrands.
• Resource recruitment for short & long term projects.
• Train other entrepreneurs and small businesses on digital marketing and social media marketing topics.

Remote

• English to Spanish, Spanish to English translation and proofreading.Create social media graphics for entrepreneurs and small businesses.
• Branding for entrepreneurs and small businesses.
• Create course material, such as presentation decks, workbooks, promotional graphics, course videos and upload to course platform (Kajabi, Teachable).

Costa Rica

• Evaluate and improve the existing training curriculum, achieving a 46.5% decrease in the trainees' overall nesting time before being fully released to production, while also maintaining an excellent retention of the.
• Analyze performance data and lead a QA strategy that resulted in a decrease of 48% in quality errors among top offenders who participated within 1-2 weeks.
• Virtually train new associates and evaluate their performance to ensure the highest standards of client experience.
• Organize, design and facilitate workshops, refreshers and one-on-one sessions to agents in order to improve service quality.
• Apply analytical expertise, conduct root cause analysis and reporting services to key operations performance indicators in order to identify opportunities to improve service quality.
• Provide individual feedback and prepare detailed analytical reports on agents' performance and offer a list of possible remedies.

Costa Rica

• Responsible for SVC’s outbound data entry requirements, ensuring that the standardized outbound data entry requirements are met with the required productivity and quality levels.
• Responsible for countries inbound cleansing and classification of dutiable material, ensuring that customs declaration requirements are met with the required productivity and quality levels.
• Ensure correct data is captured for customer tracking and invoicing in accordance with Full Shipment Data Capture (FSDC).
• Ensure correct customs clearance information is captured to ensure that applicable Duties and Taxes are calculated or reliefs where applicable are granted.

Consecutive English-Spanish, Spanish-English interpretation

Costa Rica

• Responsible for effectively, efficiently and promptly following up on doctors' inquiries, requests and complaints that were not able to be resolved by the customer support agent during the call, this being by tickets.
• Research follow up information with any pertinent department as needed to provide assistance and/or achieve a resolution to the doctor's issue.
• Update the doctor and all parties involved based on the standards.
• Help improve the customer's overall experience and service quality through the creation of articles, infographics and topic refreshers for the agents.
• Update agents and all parties involved on new procedures and protocols.
• Gather ticket data and provide a weekly report with feedback for improvement in the resolution of issues/inquiries/requests and documentation.

Costa Rica

• Respond to customers' inquiries or requests via phone or e-mail in regards to the iTero intraoral scanner, websites and softwares related to the iTero products. Focus on pursuing first call resolution, by using my.

Specialization In Creative Ux/Ui: User Experience, Interface & Business Design

Apply the phases of the Design Thinking methodology to discover needs and generate innovative proposals to solve problems. Design business.

Project Management, Project Management