Diana Vargas Ugalde

As a member of Amazon’s Screening Services Operations team, the Background Checks Process lead will support the business through the reviewing of background check results and making decisions about the eligibility for hire based on a risk analysis and based on a number of factors related to each situation. The HRS SD Process Lead will provide ongoing support; act as a central point for resolution and management of the day-to-day transactions of several programs through diverse electronic platforms. Specific responsibilities: · Background check program support including adjudication and troubleshooting. · Continually strive to improve efficiency and effectiveness of existing systems and look for enhancements related to current systems and procedures based on KAIZEN and LEAN methodologies. · Coordinate technical program enhancement projects with HR systems teams. · Improve and maintain metrics for human resources, leadership, and business review. · Monitor service level agreements and resolve issues with internal and external service providers. · Develop and conduct audits, draft audit reports detailing methodology, results, and recommendations. · Update and maintain existing SOPs with the global teams. · Provide support to HR teams, train new HR members on tools, programs, and policies. · Assist with new projects as needs arise. Support manager with project handling and reporting tasks.

Manage relationships with the assigned accounts, develop strategies and business plans to maximize these relationships and improve the accounts performance. Monitor performance consistently, and actively work with clients to enable success of the accounts. Have a proactive approach in order to monitor accounts to identify and address any issues that may affect revenue generation. Focused on driving results, manage all aspects of the client relationship, provide an individualized treatment to the accounts and work across all relevant cross-functional areas to guarantee effective communication, implementation, and execution of objectives. Strategic Planning/ Business Analysis: - Define success criteria and understand business needs of large Sellers in an ever-changing business environment - Partner with external teams including Category Management, Merchant Technology, to align programs and initiatives to drive growth in existing seller base. - Conduct deep dive analysis on issues affecting Seller business performance and provide the Voice of the Seller as an input into product development and process improvement. - Analyze territory trends, diagnose root cause of performance and create actionable business plans, which ensure operational improvements. - Define the territory, opportunities and goals (Input/Output) within the portfolio of accounts. - Identify key business opportunities for the territory and manage toward a growth plan. - Implement account management best practices and SOPs into the business development framework.

PM coordinator - Data Provisioner

Lead Service Transition on-boarding projects. The PC is also responsible for uploading and/or configuring data within Managed Service support systems. The PC drives the project(s) through the complete life-cycle and ensures complete and successful Service Transition. •Responsible for all Project Transition Activities •Accountable for meeting project schedule and results as well as for the customer satisfaction and the quality of the transition activity. •Establishes and manages transition project plan, including the development schedule, delivery schedule, and resource requirements. •Report on project progress at established intervals to the customer. •Acts as primary interface with the customer on issues regarding the project schedule and deliverable, mitigate project risks. •Direct technical/personnel resources to ensure project results-quality, time &cost-effective manner •Coordinate testing performed by Service Transition Engineers •Supports Service Transition Engineer (STE) on the configuration •Recommends solutions to enhance processes and tools for the purpose of reducing time and cost associated with on-boarding customers.

Responsible for managing Package Services Projects: •Provide Project Management Services to HPE customers across USA •Coordinate all project activities, administrative requirements, financial reporting, monthly forecast. •Manage meetings with customer to set expectations, review deliverables, responsibilities and to manage issues during the project life-cycle •Manage a remote staff with responsibility for schedule commitments and troubleshooting. •Set up and manage support functions covering planning, tracking, reporting, and internal communication. •Coordinate the required resources based on the customer requirements for each project •Control project budget Other Experience/Roles: •Participation on project migration APJ Customer Relations Team • Lead the Hiring/Interviewing Process for new staff coming to the team • Lead training sessions for new hires •Collaborate in the (train the trainer process) for new hires. •Participate in the global QA initiative project •Participate in the Home Depot and the SSI-2 Store Server migration project, that consist in installed, migrated and de-installed > 4400 servers to each Home Depot store across the USA & Canada; my role in this project was as a Store Communications - RPA Costa Rica, in which I coordinate this transitions, dates, reports of migrations done and all logistic.

Responsible to create and administrate new accounts for PPMC users, Forecasting Process. Attend stakeholders meetings and provide updates if necessary. Resolve incidents and problems. Coordinate the local team, supervise service delivery, and validate the financial engagements of the projects. Responsible for customer meetings in order to review deliverables, mitigate risks, and review project accomplishments.

Responsible for giving support to the USA Project Managers into different projects areas such as: •Provide administrative and financial support to Remote Project Managers that works in several IT projects in USA. •Control the billing process cycle to ensure the process meet deadlines and includes accurate information •Manage meetings with the project managers to review deliverables, responsibilities and to manage issues during the project lifecycle. •Maintain fluent communication with the Project Managers regarding information related to the projects, providing green flags or red flags about the budget and deliverables. •Focal point for RPA-CFS

Inter-team relationships Project involvement and mentoring Provide Coaching,Calibration sessions, One on Ones. Provide constructive feedback to improve individual and team performance. Implement action plans individually and also as a team in order to improve the team skills and procedures. Accomplishments: * Coached and mentored new customer service representatives • Increased employee knowledge by assisting with development and implementation • Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies. • Monitored calls and provided helpful feedback

Human Resources