1. P R O F I L E – D E S C R I P T I O N
I`m an Industrial Engineer currently coursing a master’s degree on the field, with robust experience on project
management, process optimization, and resource planning; focused towards continuous improvement.
Capacity to lead, guide, and motivate different work streams, integrating individual skills, and group roles in order
to efficiently achieve the operational goals.
L A N G U A G E S
 Spanish – Native
 English – Advanced C1+
A C A D E M I C B A C K G R O U N D
Degree in Industrial Engineering (Licenciatura) - Universidad Latina de Costa Rica
 Currently Developing Graduation Project – Expected Completion by December 2016
Bachelor’s degree in Industrial Engineering - Universidad Latina de Costa Rica
 June 2010 – May 2015
O T H E R S T U D I E S
Data Science R Programming - Johns Hopkins University
 In Progress – Expected completion by September2016
Scrum Master Certification – VMEdu
 In Progress – Expected completion by December 2016
ITIL v3 Foundations Certification – IBM
 Completed – March 2016
Delivery Manager Certification - Sprint University
 Completed - July 2012

2. Ariel Alfaro Vargas
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E X P E R I E N C E
Business Analyst and Continuous Improvement Expert - IBM
September 2015 - To the Present
Responsible to drive improvement on IBM’s Incident, Problem, and Change management for the North America
(USA & Canada) business, analyzing processes and KPIs in order to develop solutions throughout the use of
engineering tools.
 Evaluate process performance based on statistical analysis
 Predict and Improve SLA compliance in order to reduce contractual penalty liabilities
 Create strategies for different departments to save time and money throughout process standardization and
automation.
 Add value to the service throughout advisory & decision taking based on historical data analysis.
Manager – Training and Development Department – Valor Global
March 2012 – September 2015
Responsible of the department`s planning, set up, control, performance, and new process implementation while
pursuing the quality of the finished product.
 Responsible of the department’s projects, by effectively planning and distributing work, as well as the resources
to use.
 Highly involved on the employee motivation & retention process, being responsible of improving the
company’s profitability by minimizing training costs.
 Active participant on the process innovation inside of the recruiting department, in order to assure the profile
of the stakeholders.
 Responsible of the design and creation of training programs for the different lines of business of the company.
 In charge of training and coaching the facilitators, in order to ensure the quality and effectiveness of the
learning process.
 Conduct the proper execution and timely implementation of the training programs.
Trainer/Facilitator – Finance, Technology, and Customer Service –
Valor Global
March 2011 – July 2012
I was responsible for the effective and efficient execution of several training programs and the implementation of
different operational tools, as part of the career path growth of our work force.
 Successfully facilitated different curriculum programs for new hires, training and coaching new employees on
the processes and systems to use.
 Owned the skill-building trainings (up-trainings), targeted to ensure that all work teams were up to date on
the recent guideline changes, as well as their different tools.
 Partnered with the operation, and generated material to asses and improve employee performance.

3. Ariel Alfaro Vargas
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Operations Supervisor – Finance, Technology, and Customer Service –
ACE Global
February 2010 – March 2011
Leaded work teams on different lines of business, and ensured the department`s progress, while achieving
excellent results based on client`s KPIs.
 Contributed to lead and guide different work teams towards success throughout teamwork, negotiation, and
motivation.
 Generated managerial reports, and conducted management meetings in order to encounter improvement
opportunities and highlight best practices.
 Contributed with the training department on the creation of training material, obtaining great improvements
on employee performance.
Quality Assurance Personnel – Finance, Technology, and Customer
Service – ACE Global
February 2008 – March 2011
Integrated the quality assurance department, being responsible for the process alignment and protocol
compliance.
 Contributed with the company´s higher management finding tendencies as well as improvement
opportunities within different processes.
 Helped on the innovation of the established standardized processes, directly contributing with the company´s
profitability.
 Participated on the creation of different training programs in order to better the employee productivity.