1. 10+ years of experience in BPO organizations for the Financial and Service Delivery Industries.
Lead/Management roles mainly focused on Operations and Employee Management. High
exposure to Training and Recruiting processes. Proficient and self motivated. Spanish and English
fluency. Ability to work under pressure with attention to detail. Fast learner with great interpersonal
and leadership skills.
EDUCATION
2007-2009 Universidad Latina
University Degree on Public Relations
San Pedro de Montes de Oca, Costa Rica
1998-2002 East Side High School
High School Degree
Alajuela, Costa Rica
WORK EXPERIENCE
Aug 2014-Currently Customer Service Supervisor
Rock Constructions and Development S.A. Santa Ana, Costa Rica.
Creation and development of the Customer Service Department of a country based
Construction Company, handling calls, emails, faxes and face-to-face relations of a client
portfolio of over 1500. Management of a team of 4 people in different branches of the
company. Identification of needs and processes implementation, ISO certification process
improvement development and internal auditor certificated. Construction fairs support to the
company. Negotiation skills.
Aug 2010-Aug 2012 Team-Unit Manager
BA Continuum Costa Rica Ltda. Calle Blancos, Costa Rica.
Careful planning of the new hires agenda while motivating and handling the group,
reviewing metrics and providing feedbacks. Guide the coaches staff (12-15 people) to help
achieve the goals for new hires. Special liaison with Recruitment and Staffing on final
interviews and profile fitting of the candidate for the CSBB Tower (4 Accounts). Appointed
contact for the communication of the needs and opportunities with other departments such
as HR, QA and Training in bi-weekly meetings. Help calibrate other LOB as well as the
deployment of other international centers as needed. Overseeing projects and procedures
that involve multiple partners following Six Sigma tools and Lean Methodology. Create and
implement Standard Operational Procedures across support functions (logistics, HR,
Communications, and Finances) and within my client services Line of Business.
June 2007-July 2010 Office Manager-Discovery Research Group
OBS Americas. Rohrmoser, Costa Rica.
On call 24/7. Main contact in handling the relations with the clients in US of the 3 Market
research accounts under the same “Mother Company”. Manage schedules daily/weekly by
analyzing agent’s metrics to develop performance plans and create incentive plans that fit
the account’s needs within the budgets. Constant employee care and communication.
Payroll and Holidays information, quota managements. Supervise the Quality of the center by
providing feedback regarding performance and validations to confirm politeness and
professionalism. Hosting client monitoring sessions with third party companies and vendors.
Recruitment support for different accounts within OBS. New hire training management,
development and follow up.
Oct 2006-May 2007 Training Coordinator
ICT Marketing Services of Costa Rica. Heredia, Costa Rica.
Cinthia Ma. Calderón Calvo
100 E 300 N del Antiguo Hospital San Rafael. Alajuela, Costa Rica
Cell phone number: 506 8475-5118 / Home number: 2440-1155
Id: 2-0605-0299 DOB: March 28, 1985. Email address: cinthiamcc@gmail.com

2. Managed the training schedule of the center and learning resources (personnel, supplies,
rooms and documentation) to host multiple trainings, new materials and activities. Strong
knowledge in financial and market research accounts. In charge of the floor's special
activities in coordination with the Operations Department. Support to QA by monitoring and
coaching agents. Product Knowledge trainings and Refresher Training delivery. Recruiting
and HR experience for over 3 months. ExpoEmpleo logistics. Company inductions.
Interviewing documentation, first contact interview sheets and recruitment tracking reports
(tracking sources, efficiency, attrition, headcount) creation. Development and translation on
company policies and procedures manual following ISO 9001-2000 guidelines.
April 2006-Sep 2006 GE Agent
Sykes Latinoamerica. Heredia, Costa Rica.
Highly demanding, bilingual and under pressure environment. Initial problem solving and front
line contact to the clients about GE appliances. Tech dispatch team.
Sep 2005-May 2006 Legislative Advisor B-R
Asamblea Legislativa. San José, Costa Rica.
Planning and advising for legislative projects. Created speeches, translate and/or summarize
project bills. Revision and summary of different laws. Organized conferences. Planned
conference, gifts and lectures with the Protocol Department.
LANGUAGES
Spanish (native)
English (written and spoken fluently, ESL for Business - Global English)
OTHERS
ISO 9001-2008
Six Sigma and Lean Principles Fundamentals
Management Fundamentals
Adult Learning Theories
Computer Packages
Microsoft Office (Excel med)
Photoshop
Dreamweaver
CERTIFICATES AND VOLUNTEERING
Internal Auditor certificated for ISO 9001-2008 regulations.
Simultaneous translation volunteer. Prisoner Fellowship International, Costa Rica Chapter: Semillitas
de Amor. 2013. San José, Costa Rica.
Guest Speaker. International Day of Women 2012 "Positive Role Model". Bank of America Q2 2012.
San José, Costa Rica.
Recognition. "Circle of Excellence". Bank of America Q2 2011. San José, Costa Rica.
Recognition. Outstanding Team Performance. CS&S Card. Bank of America 2011. San José, Costa
Rica.
Recognition. Extraordinary Staffing Partnership.Human Resources. Bank of America 2010. San José,
Costa Rica.
Consultation Workshop: UNESCO. Visual Health and Development in the observation for the visual
health in El Salvador and Nicaragua. Simultaneous translation for the doctors of the University of
Birmingham, AL. Ad-honorem. June 2008. San Salvador, El Salvador.

3. Recognition. Supervisor of the Month. July 2007. Discovery Research Group. Utah, USA.
Seminar. Education in Costa Rica. University of Costa Rica. 2003. San José, Costa Rica.
Theory-Practice. Social Etiquette and Protocol. Universidad Interamericana de Costa Rica.
Heredia, Costa Rica.
Consultation Workshop. Young People’s Law. Asamblea Legislativa de Costa Rica. Alajuela
University College. 2001. Alajuela, Costa Rica.
Recognition. Outstanding Services. Medical Optometric Brigade with the Lions Club of Alajuela.
Students in Optometric Service to Humanity (SOSH) and (Volunteer Optometric Service to
Humanity) simultaneous translation. “Bringing vision to the world”. 1996-2003. Alajuela, Costa Rica.