Ingrid Rojas Vargas
Master Project Management, Bachelor In PR
Coronado
Summary
A successful professional training specialist and program manager with over 15 years of experience developing and facilitating training to all members of multinational companies with the mission to help them grow and improve performance as required. Focus, detail oriented, organized, and self-driven with great project management skills. As program manager, integrated and coordinated different people and business units into a single team, becoming a reliable workforce among stakeholders that ultimately results in achieving goals and targets.
Talented Partner with over 15 years of industry experience. Highly skilled at handling all types of issues successfully. Known for effective problem-solving and goal-oriented planning.
Well-qualified Engagement Manager with demonstrated understanding of data analytics, risk mitigation and utilization improvements. Skills include project, team and implementation management. Ready to bring 15+ years of related experience to a challenging new role. Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Dedicated IT professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
22
22
years of professional experience
16
16
years of post-secondary education
3
3
Languages
Work History
Global Partner Engagement Manager
VMware Inc
8 2022 - 01.2024
- Manage all VMware's major external partner enablement events (EMPOWER Online, Partner Technical Forums, Partner Advisory Councils) from beginning to end (strategy, budget, content selection, registration, communications and reporting through stages), working as liaison between content development, marketing, business units and executive messaging to make sure all events are coordinated and align to company's key priorities and goals for each fiscal year
- As Program Manager help driving strategy and plans that will increase partner participation and completion of learning path(s) and accreditation programs, as well as coordinating content that will be presented/shared on all partner events
- Coordinate with executives on their messaging for partner events, to present their sessions and drive engagement and attendance from partner audience
- Analyze effectiveness of different Partner Engagement programs such as EMPOWER, Partner Technical Forums, Partner Advisory Councils, and other partner-facing role internal events, such as: Sales University, Sales Kick-Off, and other enablement events and share with all major stakeholders
- Make sure all content shared on major events is available for On-demand consumption at appropriate channel (Partner University) and keep track of its consumption
- Report to different internal stakeholders on results from each event, CSAT, NPS, and general statistics as well as lessons learned and collect feedback from partners and others.
- Spoke with peers to verify task completion, meeting tight deadlines, and schedules.
- Collaborated with colleagues and support staff to maximize team efficiency.
- Prepared and presented reports on status of projects and initiatives.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Onboarded new employees with training and new hire documentation.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
- Established robust risk mitigation strategies to safeguard against potential operational challenges or disruptions.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Partner Readiness Program Manager
VMware Inc
03.2018 - 07.2022
- EMPOWER Recharge event, managing all content, localization, and delivery coordination with SMEs, stakeholders, and others to bring best possible enablement event has to offer for partners worldwide
- Manage enablement programs for individuals with technical sales and services focus
- Maintain standard set of content such as technical courses and hands-on-labs, and adjust enablement to meet needs of different Partner types
- Engage with, and act as consultant to different partner organizations to help increase partner participation and completion of accreditation programs
- Collaborate with Education team to understand technical content in development across all solutions
- Develop and own KPIs that measure formal training completion and adoption of learning programs
- Provide feedback to content owners/developers and ensure that content is aligned with partner individual needs
- Meet with GEO representatives to analyze and develop regional specific components as needed
- Maintain standards for consistent look and feel with other learning paths, programs and content
- Run reports and perform analysis on effectiveness of programs
- Analyze and Understand partner roles and sub roles
- For example: Tech - SE vs Architect vs Developer vs Operator/Administrator vs Delivery
- Work with Partner Programs, Education, Business Unit and Route-to-Market teams to align program and competency requirements with role-based training content and community
- Develop and own feedback loop that collects partner needs and interests
- Meet with and develop relationships with VMware Partners as required in order to gain feedback and insight on what partners need from and enablement aspect to successfully position, sell and deliver VMware products and solutions.
- Provided outstanding service to all individuals, promoting effective, and lasting business relationships.
- Implemented processes to enforce compliance with partner agreements.
- Collaborated with colleagues and support staff to maximize team efficiency.
- Networked with other professionals and organizations to expand contacts and opportunities.
- Monitored partner performance and provided feedback on areas of improvement.
- Streamlined internal processes, fostering improved efficiency and productivity within the company.
- Developed and implemented strategies to enhance partner relations.
- Spoke with peers to verify task completion, meeting tight deadlines, and schedules.
- Liaised between partners and internal stakeholders to resolve conflicts.
- Prepared and presented reports on status of projects and initiatives.
- Stayed informed on industry developments and market trends to gain competitive advantage.
Technical Trainer
PerkinElmer Informatics
08.2016 - 02.2018
- Responsible for On-boarding process of all Informatics new hires
- Creation and implementation of training programs, mentoring, coaching and buddy programs for all employees
- Review and maintenance of all On-Boarding documents to keep data updated and relevant
- Support during On-Boarding process to new employees and to different business areas in implementation of new trainings and deliveries
- Creation of different surveys to gather feedback on all areas (external customers, internal customers and satisfaction surveys for leadership teams).
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Evaluated training effectiveness through regular feedback surveys, making necessary adjustments to course content as needed.
- Developed customized learning plans for employees at different skill levels, ensuring optimal knowledge retention and skill development.
- Maintained detailed records of employee progress throughout training programs, allowing managers to easily track improvements over time.
- Cultivated customized curriculum and course content to address organizational technology training mandates.
- Collaborated with subject matter experts to develop tailored courses for specific roles within the organization.
- Collaborated with technical manager to identify key areas necessitating training based on software and equipment design.
- Led syllabus preparation based on detailed breakdowns of technical concepts.
- Reduced new hire ramp-up time by designing a structured mentoring program that paired experienced staff members with newcomers.
- Updated training coursework and requirements according to group and technology changes.
- Facilitated virtual, in-person and blended learning sessions.
- Developed job-specific competencies and performance standards.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Developed and implemented successful onboarding program.
- Provided coaching and mentoring to employees.
Costa Rica Office Manager
Crowne Law
04.2016 - 08.2016
- Responsible for the boarding, training and set up of the new Operation in CR
- In charge of facilities, operations in general and assist owners to board new personnel into the Company
- All transferring details for our customers and customer service
- Personal Assistant to Management, managing agendas, travelling details and expenses reports while adhering to company policies.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Maintained computer and physical filing systems.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Managed office operations while scheduling appointments for department managers.
- Coordinated special projects and managed schedules.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Created, maintained and updated filing systems for paper and electronic documents.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Organized travel arrangements for executives by researching cost-effective options while accommodating individual preferences.
Senior Training Specialist
Experian NCAC
12.2015 - 03.2016
- Responsible for the training of all CR Facility staff, new and existing with regards any new policy and system as well as Compliance Trainings for the Credit Bureaus Agencies.
Costa Rica Trainer
TechData
03.2011 - 11.2015
- Responsible for the training of all CR Facility staff, new and existing with regards to customer service, sales techniques, negotiations
- Facilitate large and small classroom training as well as online webinars
- Created assessments to better evaluate the effectiveness of the sales training based on performance and delivery
- Consistently review and update training material for the sales staff to promote quality sales training programs
- Designed and implemented refresher courses for experienced sales associates to ensure maximum performance
- Delivered development trainings that will enable all TD members growth within the company
- Sales Representative & Cisco Solutions Representative (March 2011 to May 2013) General sales representative
- Quotes creations, place and follow up on orders, conciliate any credit errors, profile new accounts, search for opportunities on accounts base and any other sales requirements or reports as required
- Partners enablement through different Cisco programs and training path enablement for all Cisco partners with Tech Data.
- Managed existing strategic accounts and identified new business opportunities to achieve revenue objectives.
- Generated sales activity to build functional pipeline of qualified opportunities.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Monitored participant workflow and behaviors throughout training process.
- Tracked attendance and evaluated progress for assigned trainees.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Prepared and presented supplementary learning material to support structured lessons.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Collaborated with subject matter experts to create accurate and up-to-date content for training sessions.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Developed effective training plans based on department needs and objectives.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Managed multiple projects simultaneously, maintaining strict deadlines and high-quality deliverables.
- Implemented new training courses after assessing corporate data and identifying employee weaknesses.
- Developed individualized training plans to achieve staff readiness.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Stayed current on industry trends and advancements, incorporating new techniques into existing training programs as needed.
- Facilitated team-building exercises that fostered collaboration and communication among department members.
- Developed and implemented successful onboarding program.
Office Manager
Town View Trading Guatemala (BetCRIS Sportbook)
01.2008 - 01.2010
- Assist General Manager in all accounting duties
- Manage payroll, cash flows, information to employees and all human resources related issues.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Maintained computer and physical filing systems.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Updated reports, managed accounts, and generated reports for company database.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Managed office operations while scheduling appointments for department managers.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Created, maintained and updated filing systems for paper and electronic documents.
- Controlled finances to lower costs and keep business operating within budget.
- Reported to senior management on organizational performance and progress toward goals.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Coached new hires on company processes while managing employees to achieve maximum production.
Deposit Assistance Department Training Specialist
GPS Intermedia
01.2006 - 01.2008
- All logistic coordination
- Manage all projects that involve training the staff within the Deposit Assistance Department
- Coordinate and elaborate training programs along the year to keep all department employees up to date and to improve their own skills
- Collect and organize material and create any training needed within the department, evaluate the training process, and improve it accordingly to the department changes.
- Spearheaded updates to existing training materials to maintain relevance with industry best practices and evolving organizational needs.
- Designed and facilitated training courses, aligning new learning development and solutions to organization's strategic goals, mission and vision.
- Assessed additional needs based on training progress and collaborated with management to meet requirements.
- Established a mentorship program to facilitate knowledge sharing between experienced employees and new hires, enhancing overall team performance.
- Utilized cross-training techniques to boost productivity and develop each team member's individual skills set.
- Collaborated with department managers to identify skill gaps and develop targeted training interventions.
- Supported the professional development of fellow trainers by providing constructive feedback and sharing insights on effective teaching methodologies.
- Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Streamlined onboarding process for new hires, resulting in reduced time to productivity.
Customer Service and Wagering Representative-Supervisor
Bet on Sports PLC
01.2001 - 01.2006
- Experience in wagering covering all sides of the sports gambling industry, main wagering and VIP customers
- Quickly and effectively solve customer challenges
- Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service
- Wagering Trainer (5 years) Quality Management Team (QMT)
- Evaluate clerks performance.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Enhanced company reputation by providing exceptional customer service and support.
Education
No Degree - Project Management
Cambridge Judge Business School
Online, Costa Rica Jul 2021 - 10.2021
Certified Associate in Project Management -
GE 360
02.2020 - 02.2020
Program and Portfolio Management course -
GE360
08.2019 - 08.2019
Bachelor of Arts -
Universidad Latina De Costa Rica
08.1994 - 05.1999
High School Diploma -
Liceo Mario Quirós Sasso
03.1987 - 12.1991
Elementary School Degree -
Colegio Calasanz
03.1981 - 11.1986
MBA - Project Management
OBS & Universitat De Barcelona
Online, Costa Rica 09.2021 - 08.2022
Skills
Sales and Technical enablement
Strategy creation/alignment and execution
Program and Project Management
Project and Strategic planning
Leadership
Problem solving
Time Management Skills
Team liaison
Detail oriented
Excellent Oral and written communication skills
Excellent customer service and fast learner
Proven ability to work under pressure, manage stress appropriately
Ability to train, motivate supervise customer support employees
Team player, all time qualified as employee of first class
Team Leadership
Operations Management
Strategic Planning
Performance Management
Time Management
Business Development
Project Management
Cross-Functional Teamwork
Verbal and written communication
Staff Training and Development
Negotiation
Business Planning
Complex Problem-Solving
Performance Evaluations
Key Performance Indicators
Problem-solving abilities
Teamwork and Collaboration
MS Office
Multitasking
Positive Attitude
Computer Skills
Self Motivation
Adaptability and Flexibility
Team building
Team Collaboration
Effective Communication
Analytical Thinking
Work Planning and Prioritization
Team Development
Organizational Skills
Continuous Improvement
Project Planning
Problem Resolution
Task Prioritization
Training and Development
Attention to Detail
Negotiation and Conflict Resolution
Goal Setting
Business Analysis and Reporting
Reliability
Professionalism
Written Communication
Scheduling and Coordinating
Interpersonal Relations
Performance Tracking and Evaluation
Performance Evaluation
Human Resources Management
Good Judgment
Professional and Courteous
Timeline
MBA - Project Management
OBS & Universitat De Barcelona
09.2021 - 08.2022
Certified Associate in Project Management -
GE 360
02.2020 - 02.2020
Program and Portfolio Management course -
GE360
08.2019 - 08.2019
Partner Readiness Program Manager
VMware Inc
03.2018 - 07.2022
Technical Trainer
PerkinElmer Informatics
08.2016 - 02.2018
Costa Rica Office Manager
Crowne Law
04.2016 - 08.2016
Senior Training Specialist
Experian NCAC
12.2015 - 03.2016
Costa Rica Trainer
TechData
03.2011 - 11.2015
Office Manager
Town View Trading Guatemala (BetCRIS Sportbook)
01.2008 - 01.2010
Deposit Assistance Department Training Specialist
GPS Intermedia
01.2006 - 01.2008
Customer Service and Wagering Representative-Supervisor
Bet on Sports PLC
01.2001 - 01.2006
Bachelor of Arts -
Universidad Latina De Costa Rica
08.1994 - 05.1999
High School Diploma -
Liceo Mario Quirós Sasso
03.1987 - 12.1991
Elementary School Degree -
Colegio Calasanz
03.1981 - 11.1986
Global Partner Engagement Manager
VMware Inc
8 2022 - 01.2024
No Degree - Project Management
Cambridge Judge Business School
Jul 2021 - 10.2021
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