Paola Monge

I am a professional with experience in finance and accounting areas, goals oriented, and strong skills in leadership, communication, and optimization plans. I like challenges and I am used to achieving goals using a target driven approach.

High Experience in customer service, billing and invoicing, credit analysis, excellent writing skills strong knowledge of Agile project management and the different ceremonies involve on the process, I have more than 3 years working on projects for continuous improvement for the accounts that I am part of, being part of the ceremonies and following up through JIRA to confirm that every part of the backlog is worked as corresponds and within the period established. I am currently in the process to get my SCRUM Master certification.

PROFESSIONAL EXPERIENCE

Intel

Position: System Analyst

05/22 - 12/22

• Reporting and Data analytics.
• Scrum Team member, Part of the developers as a system admin. Participating in all the scrum events: Sprint planning, Sprint Review, Daily Scrums, Sprint Retrospectives. 
• Taking care of a ServiceNow queue providing support to Intel employees regarding specific application (Target Mailer, Virtual Machines, Wiki, digital Signage computers, Topic Pages, etc)
• In charge of creation of accounts for a Survey web-based application
• Administrator of  Digital computers around the globe, I perform final configuration of the computers after the computers have been rebuilt accessing through a remote server and running the corresponding scripts, add the computer to Active directory
• In charge of keeping the inventory of the Digital Signage up to date.
• On charge of the creation/update of the documentation of support processes. 

IBM Global Business Services

Position: Relationship Manager - Unilever

09/21 – 05/2022

• Reporting and Data analytics.
• • In charge of setting the meetings with the suppliers and building the relationship with them to improve their perception of our customer service.
• • Meetings with the resolution workgroups to see what is pending to get to a solution with the supplier’s accounts regarding pending postings and payments
• • Follow up meeting with the suppliers to see what I worked and the advances regarding the points that we talked in the first meeting
• • Tracking the progress on a Project Tracker to measure the progress with each supplier.
• Provide action plans when needed for the agents if I see a gap in the knowledge and the information and is being provided to the suppliers.

IBM Global Business Services

Position: Supplier Onboarding – The Home Depot

01/21 – 09/21

• Reporting and Data analytics.
• In charge of onboard suppliers into the Procurement Blockchain Dashboard. 
• Answer supplier queries through email/WebEx meetings 
• Agile ceremonies with the development team to see the progress of the onboarding project. 

AMAZON

Position: HR Analyst    

11/20 – 09/05

• Incoming calls from Amazon employees.
• Respond queries regarding LOA, Pay slips, Vacation/Time off options availability, etc. 
• Raising tickets through the corresponding ticketing tool and providing the corresponding Follow Up.

IBM Global Business Services

Position: Procurement Analyst – Coca Cola Company

06/20 – 12/20

• Reporting and Data analytics.
• Direct communication with the supervisor to work together to improve the processes
• In charge of projects to optimize current processes. Client requests to check the actual processes and see how they can be modified more efficiently. 
• Spend analysis for prior years 
• Analysis of marketing campaigns prior COVID and Post COVID to see the changes between the original budget and the current budget 
• Iteration Manager for the motivation team IBM Costa Rica. I have been working for IBM for more than 5 years now taking several responsibilities during these years. I have been helping the Business Controls team checking the inventory of the assets and working with the motivation team arranging meetings with the motivation teams to scheduled motivation activities for our agents. It has been an effort to deal with several duties but It has been amazing when the agents gave us the feedback that they are feeling motivated during this COVID situation because we are not working at our offices but we are working on keeping the motivation on top to avoid the agents feeling stress or depress.

IBM Global Business Services

Position: SME Finance and Accounting – Unilever Account

06/2015 – 06/2020

• In charge of escalations
• Creation of reports for our records and for the client in order to maintain the targets
• Helping maintain SLAs and metrics.
• Queue Manager (In charge of the distribution of cases for my region (South Cone))
• Reporting and Data analytics.
• Helping with the agents on their backlog of tickets. 
• Communication with the client to keep the processes and contacts updated. 
• In charge to communicate the agents if a change in a process need to be done 
• Maintain direct communication with our support groups in India in order to keep the processes aligned. 
• Direct communication with the supervisor to work together to improve the processes and decrease the backlogs

Hewlett Packard, Costa Rica 

Position: SME – Remote Desktop Manager

03/10 – 06/14

• Technical Support 
• Customer service
• Escalation manager
• Queue Manager
• Quality Assurance
• Meetings with the client to check the metrics and SLA’s
• One – o – One with the agents to provide feedback for an escalation or a quality review
• In charge of the Queue (CMS) in order to assure that we have agents always available at the phone to provide the corresponding support. 
• In charge of the creation of the processes for the agents
• In charge of the transition of my account to another company In Brazil
• Export reports to our records and to the client
• In charge of the migration process from Windows XP to Windows 7 on all computers of our client. 
• In charge of maintain the knowledge database updated 
• In charge of requesting the accesses for the new agents (when needed) 
• In charge of the creation of new users on Active Directory 
• Installation of programs from active directory to user’s computers
• Working on volume to maintain the queue easy to handle 

• FUDECI – Técnico en Comercio Internacional