Josué

Senior Case Manager

Reviewed and assessed 80-120+ concurrent cases for accuracy, eligibility, and compliance, verifying documentation before progressing cases to the next stage.. Maintained regular communication with internal and external stakeholders to monitor case progress and follow up on outstanding items.. Followed up on complex cases, settlements, and outcomes, resolving issues and delays promptly to keep cases on track.. Partnered with Legal, Compliance, Quality, Payroll, and vendor teams to ensure efficient case handling and resolution.. Prepared and submitted regular reports on case status, milestones, and outcomes to senior leadership.. Maintained accurate records of communications and actions taken, achieving consistent documentation accuracy and audit readiness.. Ensured compliance with company policies, legal requirements, and industry standards, maintaining zero compliance violations across reviewed cases.. Served as a senior escalation point for complex cases, exceptions, and service-impacting issues, coordinating resolution across functions.. Worked in an acting operations capacity overseeing vendor teams across Costa Rica, Jamaica, India, and the Philippines, monitoring performance, quality, and corrective actions.. Handled highly sensitive information with strict confidentiality and discretion at all times.. Coordinated referrals, escalations, and specialist reviews, ensuring each case reached the right owner and moved forward without delay.

Case Manager

Managed complex U.S. employee cases involving sensitive personal and medical information while maintaining confidentiality, data accuracy, and compliance with internal policies and applicable U.S. leave requirements.. Reviewed and maintained employee case information, documentation, and records throughout the case lifecycle, ensuring accurate data and appropriate case documentation.. Applied Amazon policies and statutory requirements, including FMLA and other U.S. leave and absence regulations, to determine appropriate case actions and identify compliance considerations.. Investigated discrepancies and complex case scenarios, identifying issues requiring additional documentation, escalation, or cross-functional review.. Managed high-volume case workloads against established SLAs, quality standards, productivity expectations, and documentation requirements.. Collaborated with HR, Legal, Quality, Clinical, Operations, and vendor teams to resolve cases and ensure appropriate handling of employee information.. Used data, case trends, quality results, and operational metrics to identify recurring issues and support process improvements.. Contributed to SOPs, Knowledge Management, process documentation, and operational standardization initiatives.

HR Support Specialist

Provided employee-facing HR support involving confidential employee information, HR records, policies, processes, and employee-service requests.. Accessed, reviewed, and maintained employee information within internal systems while following established confidentiality, documentation, and data-handling requirements.. Resolved employee inquiries and escalations while applying Amazon policies, procedures, and applicable employment requirements.. Ensured accurate case documentation and appropriate handling of employee information throughout the service-delivery process.. Coordinated with internal HR teams to resolve complex employee issues and ensure appropriate escalation and follow-up.. Developed foundational experience in HR Shared Services, employee data management, case management, compliance-driven processes, and service delivery.

AML/KYC Analyst

Managed cases involving sensitive customer information, identification documentation, due diligence, and regulatory compliance requirements.. Reviewed and validated customer data and documentation to identify discrepancies, information gaps, and potential compliance risks requiring investigation or escalation.. Applied AML/KYC procedures, internal controls, and standardized global processes to ensure accurate and compliant case handling.. Maintained complete and accurate case records and supporting documentation, ensuring information was properly documented and traceable.. Managed cases and follow-ups within established quality, compliance, and turnaround-time requirements.. Supported quality-control activities by identifying process deviations, documentation issues, and opportunities to strengthen operational controls.. Collaborated with stakeholders to resolve data discrepancies, documentation gaps, and compliance-related case issues.. Supported process-improvement initiatives focused on data accuracy, operational consistency, risk mitigation, and compliance.

Operations Associate

Supported daily operations while monitoring performance against established KPIs, SLAs, and quality standards.. Investigated operational issues and coordinated with relevant teams to identify root causes and implement solutions.. Provided customer and internal operational support while balancing service quality and business requirements.. Documented and standardized processes to improve consistency, knowledge transfer, and operational execution.. Monitored performance data and identified opportunities for process and workflow improvements.. Collaborated cross-functionally to resolve issues and improve operational efficiency.. Developed foundational expertise in operations management, performance monitoring, process improvement, stakeholder coordination, and continuous improvement.

University Professor | Thesis Tutor & Reader

Designed and delivered university-level learning experiences focused on international economics, institutions, global affairs, and professional development.. Taught Costa Rica and the World Economy, developing course materials, assessments, presentations, and interactive learning activities.. Managed classroom environments and facilitated diverse groups across virtual and in-person settings, adapting leadership and communication approaches to different needs and levels of engagement.. Provided structured performance feedback, coaching, and developmental guidance to support individual improvement and achievement.. Evaluated student performance using defined criteria and provided actionable recommendations for improvement.. Facilitated discussions requiring participants to analyze complex information, develop recommendations, resolve differences in perspective, and communicate effectively.. Supported students in developing analytical, communication, presentation, and decision-making capabilities.. Coordinated academic activities with external stakeholders, including educational engagement with the Central Bank of Costa Rica.. Strengthened expertise in adult learning, coaching, facilitation, performance evaluation, stakeholder engagement, communication, and talent development.

Case Manager | HR Operations

Managed complex U.S. employee cases involving sensitive personal and medical information, maintaining confidentiality, documentation accuracy, compliance, and service-quality standards.. Applied Amazon policies and applicable U.S. leave requirements, including FMLA and other leave and absence regulations, to determine appropriate case actions and identify compliance considerations.. Investigated complex case scenarios and discrepancies, determining when additional documentation, escalation, or cross-functional review was required.. Managed high-volume workloads against established SLAs, quality standards, productivity expectations, and documentation requirements.. Coordinated with HR, Legal, Quality, Clinical, Operations, and vendor teams to resolve complex cases and ensure appropriate follow-up.. Analyzed case trends, quality results, operational data, and recurring issues to identify opportunities for process improvement and risk reduction.. Contributed to SOPs, Knowledge Management, process documentation, and operational standardization initiatives.. Built strong experience in escalation handling, policy interpretation, risk assessment, sensitive-data management, employee experience, and HR service delivery.

AML/KYC Analyst

Managed cases involving sensitive customer information, identification documentation, due diligence, and regulatory compliance requirements.. Reviewed and validated customer data and documentation to identify discrepancies, information gaps, and potential compliance risks requiring investigation or escalation.. Applied AML/KYC procedures, internal controls, and standardized global processes to ensure accurate and compliant case handling.. Maintained complete and accurate case records and supporting documentation, ensuring information was properly documented and traceable.. Managed cases and follow-ups within established quality, compliance, and turnaround-time requirements.. Supported quality-control activities by identifying process deviations, documentation issues, and opportunities to strengthen operational controls.. Collaborated with stakeholders to resolve data discrepancies, documentation gaps, and compliance-related case issues.. Supported process-improvement initiatives focused on data accuracy, operational consistency, risk mitigation, and compliance.

Supported daily operations while monitoring performance against established KPIs, SLAs, and quality standards.. Investigated operational issues and coordinated with relevant teams to identify root causes and implement solutions.. Provided customer and internal operational support while balancing service quality and business requirements.. Documented and standardized processes to improve consistency, knowledge transfer, and operational execution.. Monitored performance data and identified opportunities for process and workflow improvements.. Collaborated cross-functionally to resolve issues and improve operational efficiency.. Developed foundational expertise in operations management, performance monitoring, process improvement, stakeholder coordination, and continuous improvement.