Sofía Quesada Email & Phone Number

Heredia, Cr

Perform global onboarding activities for the Non-Employee Management System (NEMS).Investigate data, responsible to audit the non-employee onboarding documents to ensurecompliance with established procedures.Follow up with Suppliers on pending requirements until everything complies and cases can beclosed.Ensuring all data quality issues are being taken care of as per the Data Quality program.Understand and ensure compliance against Citi Policies regarding non-employee management.Follow documented processes regarding non-employee management.Working as part of a team providing assistance to a wide spectrum of Senior Stakeholders.Acting as the first point of contact for queries from clients and escalating as appropriate forresolution.Managing a high-volume workload of queries to resolution through emails and Service Now.Delivering/enhancing process improvements, automation, quality/controls around operationaland team excellence.Participate in discussions around process improvement, procedure enhancement and offersuggestions for improvement.

* Perform global on-boarding activities for the Non-Employee Management System (NEMS).* Investigate data, responsible to audit the non-employee onboarding documents to ensure compliance with established procedures.* Follow up with Suppliers on pending requirements until everything complies and cases can be closed.* Ensuring all data quality issues are being taken care of as per the Data Quality program.* Understand and ensure compliance against Citi Policies regarding non-employee management.* Follow documented processes regarding non-employee management.* Working as part of a team providing assistance to a wide spectrum of Senior Stakeholders.* Acting as the first point of contact for queries from clients and escalating as appropriate for resolution.* Managing a high-volume workload of queries to resolution through emails and Service Now.* Delivering/enhancing process improvements, automation, quality/controls around operational and team excellence.* Participate in discussions around process improvement, procedure enhancement and offer suggestions for improvement.

Provide dedicated administrative support to several executive-level colleagues, maintaining acustomer-focused approach and demonstrating the highest standards of customer service.Organizing the executive’s busy workdays and ensure smooth progress of their projects byorganizing complex calendars, communicate on their behalf with the clients, and effectively solveproblems by collaborating with others.Coordinating international business travel including air, hotel stays and car rentals/services.Facilitating communication with clients and internal teams, employing advanced communicationskills to negotiate, persuade, and navigate complex situations, developing solutions to oftenambiguous scenarios and managing them end-to-end.

* Provided temporary assistance to DHL with a database migration by collaborating with cross-functional teams to identify gaps in current processes and develop documentation of the standard operating procedure aligned with the new system.* Assisted with the revision , process and verification of confidential documents and data.* Updated and maintained the employee database by accurately entering and managing the information for over 500 employees (new hires, existing employees and terminated employees), ensuring up-to-date and accurate records.

* Provided Tier 1 support to Microsoft employees and vendors related to the administration of SharePoint websites and Power Platform solutions through chat and email. * Process, manage and monitor quality assurance on support requests.* Worked side to side with the corresponding SMEs during system updates and outages.* Trained Microsoft teams on how to edit websites within SharePoint, explaining complex terminology and procedures.* Mentored new hires and provided them the tools to use on a daily basis in order to ensure the efficiency and effectiveness of their work.

* Supported the Interamerican Development Bank external and internal personnel providing orientation and assistance on requests regarding time and attendance, benefits, performance evaluations, employee portal navigation, policies and procedures within the Bank through our different channels (Phone, ServiceNow tickets, chat and e-mail).* Completed the onboarding of the bank's new hires, making sure they had full understanding of their benefits and policies.

* Assisted the Dunkin' Donuts marketing team in developing and monitoring digital traffic sheets.* Provided training to new associates on campaign entry and goal-setting processes, guiding them through every and each one of the processes for them to be able to complete tasks successfully.* Ensured data accuracy by cross-checking monthly flowcharts with buy specs, reducing monthly errors.

* Analyzed, labeled and processed data to qualify the success rate of the functioning of Alexa Virtual Assistant by identifying Alexa’s behavior towards the user’s request. * Performed as a temporary mentor for other Data Associates to help them improve their quality and velocity. * Was the point of contact for the communication and engagement team taking care of different activities and workshops for the improvement of the employee’s motivation and participation.* Implemented a weekly knowledge newsletter with the purpose of reviewing information and procedures to ensure accuracy and efficiency in the data processed.

* Offering and searching the most convenient options for bankers who were looking to schedule their corporate travel.* Booked fights, hotels and car services according to the client’s necessities and business needs in order to have a balance between what they wanted and what the company was able to afford.* Provide priority assistance during emergencies and natural disasters ensuring the passenger’s wellbeing and safety.

* Receive and process bill payments in a weekly basis.* Address different requests and complaints of the apartment renters and owners in order to avoida hostil environment amongst neighbours.* Assisted the condominium’s assemblies, holiday activities and other different events by reachingout to vendors, sending the invitations and setting up the space where the event was taking place.

Technician, Human Resources

Middle-Level Technician, Computer Network