Lilliana Hernández Pérez has over 10 years of experience in human resources, collections, and customer service roles. She currently works as a Migration Analyst and Senior Collector for Accenture in Latin America, where she leads migration processes, trains employees, and generates reports. Previously, she was a Collection Analyst at Oracle, where she managed large portfolios and processes. She also has experience in human resources from her time at Hewlett Packard. Pérez obtained her Bachelor's Degree in Human Resources Management from Universidad Técnica Nacional and is proficient in Spanish, Portuguese, and English.

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Lilliana Hernández Pérez
ID Number: 1-1255-0559
Urbanización La Perla | San Rafael de Alajuela
Mobile: 506 8836 0841
lilliana.hernandez-perez@hotmail.com
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PROFESSIONAL EXPERIENCE
Accenture Corporation
November 2015 - Currently
MigrationAnalyst&SeniorCollector LatinAmerica
 Lead the migration process for Latin America including flow charts creation
 Proceed to get the knowledge capture live to create the process documentation
 Training new employees on established processes to secure the best results
 Generate reports to provide an overview of the operation’s results
 Implement strategies to follow up the collection process and negotiate the best option to find a
solution when customers have some issue and cannot pay
 Maintain senior level client interaction and issue resolution
 Assist with translation and interpretation for teams members from India, Brazil and Costa Rica
 Work on the monthly Cash Collection Forecast Report and the DSO Report
Oracle Corporation
January 2013 – November 2015
Collection Analyst
 Manage portfolio over 90K
 Manage Order to Cash Operations offering: Invoicing, Collections, Credit and Order
Management
 Follow established processes to resolve Credit Memo Rebills to ensure a solution for customers
and proceed to clean the portfolio
 Create the account balances for customer and analyze the best option to get a solution for
payment strategy
 Help on training sessions for new employees joining the organization
 Lead the migration process for new accounts from Brazil to Costa Rica

2.  Follow up the DOS results in the accounts
Hewlett Packard
January 2008 – December 2012
HumanResourcesSpecialist
 Provide advice and training to recruiters related to the Hiring Management System (TALEO
and People Soft)
 Assist and help recruiters to manage the hiring process in the company
 Provide support in the termination process of the employees including Work Force Reduction
 Handle employee’s benefits: travel insurance, loans, leasing, among others
 Manage sensitive and confidential information from employees by following HR guidelines
 Assist in the recruitment process and job fairs
 Propose new strategies and improvement projects to develop new processes using the
knowledge and expertise in the business
 Provide support and guidance to HR Chat users, communicate company policies and take
action upon special requests
Dispatch Agent
 Provide support for Bank of America in USA and Canada
 Training new employees and provide the tools to ensure the best customer experience
 Assist Management when performing interviews as part of the hiring process
 Handle customer escalations
EDUCATION
BACHELOR OF BUSINESS ADMINISTRATION IN HUMAN RESOURCES MANAGEMENT
Universidad Técnica Nacional | January 2012 – Currently
DIPLOMA IN EXECUTIVE BUSINESS BILINGUAL ASSISTANCE
Universidad Técnica Nacional | January 2006 – April 2008

3. OTHER STUDIES
Course Institution Finished Date
Conflict Resolution ADEM-Oracle 2015
Time Management skills ADEM-Oracle 2015
Negotiation Skills Hewlett Packard 2012
Certified for Portuguese language Fundacao da Cultura, Difusao e estoudos
Brasileiros
2011
Certified for Portuguese language Fundacao da Cultura, Difusao e estoudos
Brasileiros
2011
Cross Cultural Comunication
Program
Idioma Internacional-Hewlett Packard 2008
Excel certified INA Instituto Nacional de Aprendizaje 2006
SYSTEM & TOOLS
 SAP Finance Application
 Microsoft Office 2013
 Taleo Human Resources
 GHRMS
PERSONAL SKILLS
 Strong communication skills in Spanish, Portuguese and English
 Ability to interact with people from different countries and cultural backgrounds
 Strong ability to analyze data and turn it into valuable information
 Daily work driven by Commitment, Discipline and Responsibility
 Open to constant change, new challenges and projects