JOHANNA GÓMEZ SÁNCHEZOreamuno, Cartago, Costa Rica.

Phone number: 8882-1918. Email: joagomez1711@hotmail.com

Professional Profile:Hard working person, detail oriented, positive, self-motivated, fast learner, with leadership and people management skills. With experience in shared services, human resources, information systems, customer service, transitions and audits. Proactive, team player, focused on results and continuous improvement ideas. Interested in continue learning, growing professionally and providing my expertise, skills and energy to the Company in order to achieve the best possible results.

Work Experience:Language Line Solutions. April 7th, 2014 to present. Medical Specialized Interpreter (Spanish - English) Currently I provide interpretation services by phone related to medical procedures (from English to Spanish and

viceversa) for clients located in U.S.A. who need to communicate with their own Spanish speaking customers at the health centers. I also do interpretation calls for finance, banks, insurance and US Government benefits programs.

IBM Global Services. May 23rd, 2005 – September 18th, 2013.System testing in charge and internal auditor (January 1st, 2013 – September 18th, 2013)

Participated in the project to initiate the migration of the payroll system used by IBM C.R. into a new platform developed by a vendor. Having meetings to: implement improvements, establish requirements, follow up on the agreed responsibilities and deadlines in order to create a proposal for a smooth transition into the new platform.

I was in charge of performing and documenting the testing of the new system and do parallels to compare it with the previous system, to assure it was in compliance with: country laws, requirements and policies requested by IBM globally, accurate compensation according to employee status and exceptions (overtime, holidays, vacations, absences). During the initial stage of the project I gathered information from South America countries related to the payroll operating procedures for their future re-design in order to accomplish the standardization of payroll execution in every country, a questionnaire was created to be used as a tool to compile all the information.

At the beginning of the year, I helped the Company with the preparation for the corporate audit by doing internal audits to different departments, validating evidence, verifying the accuracy of the processes and control points, and reporting the results to top management to take actions as needed.

First Line Operations Manager for Benefits & Compensation (January 1st, 2010 - December 31st, 2012) In charge of 20 people, managing the business relationships with the team and with clients located in U.S.A. and

Canada. Responsible of the daily supervision for the operations related to client´s benefits administration as well as the salary planning for their employees, according to the policies and procedures, including: evaluation of overall operation performance metrics and take actions based on results, identify improvement opportunities with the goal of achieving cost reductions (with automations, best practices, analyzing possible tasks reductions), inquiries/escalations resolution depending on priorities, documentation and payments approvals, administer team´s access control for Accounting and Payroll entries, work with Accounting Department in the accounts reconciliation (if needed).

Worked in process transitions from one country to another one and analyze the impact of new incoming work for the team/operations; business controls implementation and followed up. At the end 2012, the savings goal for the Department was exceeded in 100% by assuming new work from Canada (benefits related) with the existing resources, unifying similar processes and reducing operational time automations.

Reviewed the control points compliance on a monthly basis, prepared the team and the operation to attain acceptable results on the audits and compliance testing, achieving satisfactory results during the corporate audit in 2012.

Guaranteed a record retention policy in place for all the documents (soft or hard copy), comply with service level agreements (SLA) and key control points (KPI), and arranged events communications to be sent out to the client, team or other departments.

People management tasks: analyze performance metrics, provide feedback and determine improvement areas for each person, evaluate and rate the individual performance, help with the career development, coordinate trainings, set up a successors plan, warnings, separation of duties, workload balance, verify information and salary (for terminated employees, absences, maternity leave, sickness), staffing recruiting. Besides, I was in charge of handling the budget: to determine the amount of full time employees required to execute the operations, overtime approval, vacations and holidays provision, to define the compensation of my own team doing the annual salary adjustments (based on the Company budget, employee level, rating, years of service and salary ranges), promotions and incentives.

Payroll Supervisor (January 1st, 2007 – December 31st, 2009)Supervisor for payroll inputs team (U.S.A. & Canada), January 2009 - December 2009

In charge of 10 people and the daily monitoring being responsible for the accuracy and timeliness of the operations, reviewing: auditing reports during and after payroll run to validate with control points that payments were done correctly according to the inputs and population, special entries requested by the client, escalations/inquiries from clients, error log e identifying gaps in the team´s performance, process documentation. Additionally, I performed quality analysis, implemented new processes, evaluated metrics, validated process execution and did monthly compliance testing to verify controls were in place.

Delivered data analysis to my Manager, checked the appropriate system functionality when updates were done, coordinated trainings, provided support regarding system errors and allocated work within the team. I was the focal point for internal and external audits, and led the implementation of the “Delivery Excellence” methodology.

In October of 2009 I was sent to Pepsi México in a special assignment to do a consulting and provide advice on: payroll knowledge, documentation, people skills and separation of duties. At the end of the assignment satisfactory results were achieved, mainly in control points and process improvements, receiving excellent feedback from Pepsi top management.

Supervisor for payroll Puerto Rico, January 2007 - December 2008 In charge of 3 people, coordinating the accurate and timely execution of the procedures. I shared my knowledge in SAP

system and payroll to incorporate Puerto Rico together with U.S.A. population and accomplish the standardization of the payroll run process. I helped the team in resolving errors, audited results, submitted bank files and third party payments, escalations, collaborated with accounting reconciliation, coordinated system upgrades, trained new coworkers and updated documentation.

Payroll Administrator (May 23rd, 2005 – December 31st, 2006) Participated in the new transition of the payroll run process from U.S.A. to C.R. for a client located in E.U.A. The transition

was successful, the operation was stabilized working jointly with Information Technology team (IT), training was giving to the rest of the team and the documentation was improved. My responsibilities were: running payroll according to the schedule, create new documentation, fixing errors, analyze reports and prepare payroll calendars.

ALTEC S.A. August 4th, 2003 – December 15th, 2004.System Programmer and Analyst

Worked in the customization of the existing system according to customer needs and requirements, once programming changes were done I audited with my boss the functionality to determine if expectations were met, improvements needed, measured results or to confirm the system was ready to be used by the customer. In addition, I did testing scenarios, trained end users, provided support with acceptance testing and created the user manual.

Education: Business Administration technician (currently studying). Instituto Tecnológico de Costa Rica. Leadership Development: 101- Leadership Foundations, 201- Focus on High Performance, 301- Focus on Enterprise Excellence (2011). IBM. Key Competences for an Effective Time Management (2011). IBM. Basic Finance training (2010). IBM. Yellow Belt Certification (2007). IBM. Fundamental Payroll Certification (2007). American Payroll Association – IBM. Conversational English Certification (2003). Instituto Tecnológico de Costa Rica. Bachelor´s degree in Business Informatics (1998 - 2002). Universidad de Costa Rica. High School degree (1993 - 1997). Colegio de San Luis Gonzaga, Cartago.

Other: MS Office, SAP System, IAI System, Visio, Lotus Notes, LINC, Siebel, Outlook. English level: advanced.

References: Argerie Castro (IBM), teléfono: 8893-6948, correo electrónico: argeriec@cr.ibm.com. Mariela García (IBM), teléfono: 8827-9860, correo electrónico: mgarcia@cr.ibm.com. Marcela Villalta (LLS), teléfono: 8992-5521, correo electrónico: mvillalta23@yahoo.com.