1. Estela Maria Rojas Rojas
Home address: 75m Oeste del Servicentro el Trapiche. San Antonio de Coronado
Cell phone number: 8817-7063
E– Mail address: esmaro90@hotmail.com
EDUCATION1997 – 1999 Universidad Latina de Costa Rica- B.A Tourism with an emphasis in Hotel and Restaurant
1997- 1999 Centro Cultural Norte Americano - English
1989 – 1994 Liceo Laboratorio Emma Gamboa - High school diploma
1982– 1988 Escuela José Ana Marín Cubero - Elementary School diploma
Others
2005- Unfinished Universidad Interamericana- B.A. in English
1995 – Unfinished Universidad de Costa Rica - Technical Degree in Elementary School Education Teaching
Technical Skills
• Microsoft Excel and Power Point/ Windows Vista, Skillport, uPerform, Sales Force, Contact Store, Triole –TFS, CA
–Citrix, Cleo, Grand Slam
• English Advanced
• Portuguese Basic
PROFESSIONAL EXPERIENCE
July 2012 - Current Trainer Developer Walmart Shared Services (Ultrapark II, Heredia)
 Develop Need Analysis, Training Material Development and supporting material for all required
technical, soft skill and Career development
 Facilitates, On Boarding, Technical and Soft skills training to client, peer and stakeholders
 Execute Training implementation projects, new and current by planning, analyzing, implementing
and reporting results and deliverables to all stakeholders.
 Measures, evaluates and enhance current training programs to ensure quality of delivery and
positive impact to the business.
 Provides action plans improvement for training delivery programs, and new or current projects.
 Execute talent development portfolios and cross-functional projects by utilizing expertise in
specialized area (for example, on-boarding, talent development); ensuring understanding of scope
of work
 Presents information and facilitate training to small or large groups and individuals.
 Enters and locates information, creates documents, reports, etc., based on assigned tools or other
required means
 Communicates effectively in person or by using telecommunications equipment.
 Translate small documents or helps to translate conversations between client and stakeholder
when needed .

2. Dec 2010 - July 2012 Quality Analyst Fujitsu (Ultrapark, Heredia)
 Providing coaching to each agent on side by side.
 Coordination of QA calibration meetings.
 Creating action plans in order to improve,updating QA guidelines per account, weekly and monthly
reports.
 Delivering the QA induction to new hires.
2009/2010 Technical support representative Convergys/Comcast (Metropark, Heredia)
 Answering incoming inquiries responds to customer questions and solves problems.
 Opening tickets to resolve phone and Internet technical issues.
 Training new hires on use of tools (Cleo, Grand Slam).
2008/2009 Escrow Officer Latinamerica Title (Centro Colón, San José)
 Opening and close Escrow accounts.
 Providing buyers and sellers with reports of all charges and claims left unsettled, and making
payments as required.
 Performing due diligence to each customer, and Customer Identification Program documents,
including legal certifications and passport ID's.
April 2006/2008 Quality Analyst People Support- AEGIS (Ultra Park, Heredia)
 Providing coaching to each agent on side by side.
 Creating improvement action plans
 Coordination of QA calibration meetings.
 Training and coordination of QA backups and QA on boarding for new hires.
2005 Call Response Agent Hewlett Packard (Forum I, Heredia)
 Answering customer phone calls.
 Opening tickets into the computer system in order to resolve technical problems.
 Routing the customer’s calls.
2003 -2004 Business Development Carrier Operations Agent Supra Telecom (Zona Franca América, Heredia)
 Provisioning phone lines.
 Develop statistical reports on the number of customers that disconnected or connected the
phone service.
 Contact other long distance carriers in the United States to coordinate and execute the
transfer customer long distance service.
2001 -2002 Catering Service Manager (Summer Season Contract) Six Flags Great Adventure (NJ, USA)
 Ensuring the team deliver good customer service.
 Planning, preparation and supervision of special gastronomic events.
 Managing administrative duties
1999 – 2001 Restaurant Supervisor Hotel Costa Rica Marriott (San Antonio de Belén, Heredia)
 Manage administrative duties
 Addressing guests concerns, requests or questions individually or with the help of others
 Close each cashier and ensure the delivery of the money, invoices and closure documents to
accounting department.
Feb- Dec 1996 Primary school teacher Colegio San Enrique de Oso (Coronado)

3.  Ensuring the optimum development of children, according to age, ability and aptitude
 Planning lessons and educational activities