1.
JorgeGuidoAbarca
+506 7258-5032 | Jorgeguido42@gmail.com | Moravia, San José
Shared Services / Collections / HR C&B Analyst with 10+ years of experience in multinational companies.
Successful career planning and managing internal campaigns and processes for Operations and HR functions.
Wide experience implementing internal improvement and indirect compensation strategies, budget execution and
people management. FDCPA and HIPPA Certified. Detail and results oriented, focused on providing excellence
with great leadership and teamwork skills.
Employment History
SYKES Latin America
HR C&B Analyst, Feb.2013 – Apr. 2016
 Project management of indirect performance compensation programs for a population of 4300+
employees. In charge of planning, executing and controlling all aspects of the strategy, directly impacting
80% of the total employees. This involved managing a budget of $120,000 per year, overseeing vendor
performance, product purchase, delivery and inventory.
 Successfully negotiated more than 60 new partnerships with external vendors, extending the discounts
portfolio for all the Costa Rican operation. Enhanced current benefit programs by strategically re
negotiating the terms of several contracts, as a result higher levels of employee satisfaction were achieved.
 Coordinator of the enterprise activities committee, with full responsibility of all initiatives held by the HR
department, successfully planning and executing all logistics related to external vendor visits and
companywide fairs, activating and increasing participation rates up to 70%.
 In charge of updating and creating job descriptions for each position within the company to gain a better
understanding of each role and provide new insights to further adjust current compensation programs. This
resulted on 100 job descriptions updated from a total of 130 existing positions.
 Call center costumer service agent for the AT&T Account for 1 year, always exceeding expectations in all
KPI´s requested.
Online Securities
Trainer, Consultant and Broker Jul. 2008 –Feb.2013
 Delivered production wagering training, covering its different types and call handling techniques to over 100
new employees during 2008 – 2009, retaining and graduating the assigned groups with outstanding
satisfaction scores.
 Created current QA grading system using advanced Microsoft Excel skills as well as implementing it to
manage and track grading statistics, improving the control of Key Performance Indicators (KPIs)
 In charge of creating and reconciling attendance reports for several departments to ensure accuracy
between tracking systems and also acting as a liaison between Production and HR department.
 Excelled at price negotiation in several stock markets, this to trade company budget and earn maximum
profits, successfully obtaining more $20,000 profit in less than a year.
 Started as a call center agent for the wagering department, eventually I became part of horseracing call
center also in charge of internal reports for the department.

2.
United Collection Bureau
Collector, Trainer/Administrative Assistant Oct. 2006 - Feb. 2008
 Participated in several projects to implement the new Collections department in Costa Rica, providing
logistic support in assigned projects.
 As trainer graduated more than 20 classrooms with 30 to 40 students per class to the production floor
reducing rotation and attrition in 30% and certifying all students under FDCPA and HIPPA.
 Responsible of End of Month reports, presenting to upper management trends based on the metrics from
different clients, allowing me full insight of possible strategies to be implemented and playing a key role on
their execution.
 Project manager for the Place of Employment Certifiers department, in charge of managing and executing
the pre-legal assessment, resulting in successful verification of more than 500+ potential lawsuits for legal
collection in the US such as foreclosure and repo initial processes.
 Call center collector at medical billing recovery unit.
Education
UAM (Universidad Americana)
Human Talent Management, 2015
UCR (Universidad de Costa Rica)
Completed 35 credits toward a Public Administrations Bachelor,2012 - Present
Conservatorio de Castella
High School Diploma and BAO2 Classical Guitar, 1997
Other Skills
Languages
Spanish 100%, English 90% - verbal and written
Software
AS400 / Lotus Notes/ Outlook / DGS / Ticket Writer/ CUBS
Microsoft Office suite: Word, PowerPoint, Excel, Outlook, SharePoint