Melany Castro Email & Phone Number

Costa Rica

Escazu

• Project Manager in charge of implementing and migrating Raiser’s Edge system application for nonprofits organizations. Queue management coordination and responsible for the global account cancellation data extraction..
• Manage different teams to coordinate the implementation of Raiser’s edge tool for external customers.
• Lead the migrations from our clients to a web version, coordinating different areas.
• In charge of making the initial touchpoint with our customers to coordinate the project assignation to the Costa Rica Business Analyst.
• Led the Blackbaud payment services cancellation process globally for customers that need to obtain the credit card information.
• In charge of multiple projects, to provide a clear direction, establish an effective communication and planning to comply with the different milestones.

Costa Rica

• Technical and troubleshooting assistance. Performed parallel activities such as data analytics, data knowledge updates to seniors, queue coordination, etc. Working closely to upper levels for continues improvement.
• Led different projects such as the creation of templates for each scenario where client outreach was required, and documented all OSC procedures, resulting in better communication with customers, obtained an important.
• Participated in the global project “Process Deep Dive update and Blueworks”, collecting and analysis data from global senior management.
• Created New Hire Document that helps when creating a job opening, new hire starts up protocols and quick reference guides for the new team members.
• Ran Global data quality report weekly to find errors in employee’s profiles, creating the cases and assigning them properly, and attending monthly meetings.
• Participated in two different tests related the feed from Taleo to HRMS, working next to HRMS team.

Forum 1 - Lindora

• Controlled and managed the hiring process on the Business Support Unit for full time employees and non-employees in the Americas Region, set up of new hires, coordinator of visitors, team meetings and business trips.
• Led the hiring process for BSU Costa Rica and Latin America (Brazil, Argentina, Uruguay, Paraguay, and Venezuela).
• Executed all the non-employee’s conversion to full time employees.
• Represented the team to the outsourcing companies been the first point of contact for any administration and approval processes.
• Led the “Client Focus” and “Company and Citi Values” streams from VOE, we finished 5 of our projects, reason why I was nominated as the employee of the month by upper management due to the results on them.
• Supervised the team headcount, reports, charts and share drives.

• Provided technical support to corporate customers, server maintenance, data modification in databases using SQL scripts, project coordinator of indicator improvement, monitoring level 1 support data quality and.
• Participated restructuring the organization of Supply Chain Service Desk in Costa Rica, hitting for the first time, and exceeding the indicators´ goal of Mean Time to Resolved (+40%), Resolution Rate (+60%) and Abandon.
• Led Certification for Corporate Services project, generating for the first-time training where agents could get trained just by taking it in their computers with no instructor, getting an improvement of the training.
• Implemented “Know Your Customer” project, by providing business process training to the agents, achieving with this exceed Customer Service indicator (97%).
• Supervised tickets and queues in “Mean Time to Resolved Reduction project” for the area of Corporate Services, obtaining a reduction of 53.94% (from 80.5 to 37 hours).
• Developed training plan for a new support team, more than 40 applications in 6 weeks and as a result time frame was improved.

• Level 1 technical support agent responsible for the coordination of continued indicator improvement.
• Migrated the Corporate Services applications support team into Enterprise Support team, obtaining a ticket volume increase of +34%.
• Trained 104 employees (54 hours) on Customer Service Excellence program, resulting in a customer satisfaction improvement.
• Collaborated in a Ticket Reduction project for Enterprise Team, obtaining a reduction (-40%).
• Coordinated an “Indicator Improvement Project” for Enterprise Application Management team, as result we obtained a Resolution Rate improvement of 92% and Ticket Reduction of 20% for top driver application.

Bachelor Of Business Administration (B.B.A.), Business Administration, Management And Operations

Hr & Knowledge Mananagement Master'S Degree

Hr & Knowledge Management Master'S Degree