Paula Badilla

Supported executive decision-making by analyzing and monitoring operational and performance indicators for institutional planning. Supervised administrative processes for compliance and deadlines, and led cross-functional coordination of the community engagement program.

Led the implementation of a digital document management system to improve version control, traceability, and transparency of administrative processes. Directed institution-wide digitization initiatives and designed and delivered a Research and Inquiry Skills course using interactive learning resources.

Managed end-to-end operations of the Information & Resources department, overseeing service delivery and digital/physical content curation. Tracked departmental KPIs and produced management reports, improved user service standards through process reviews, coordinated training/onboarding for faculty, and administered physical/digital inventory using SAP while identifying and escalating operational

Provided personalized user support by resolving academic, financial, and administrative inquiries with a focus on user satisfaction. Developed and implemented user retention strategies by coordinating complex case resolution across multiple departments.

Earned a Bachelor’s degree in Information Sciences with coursework in information systems, data organization and classification, user research, knowledge management, digital content analysis, and database administration.

Completed a Master’s degree in Project Management, covering KPI development and monitoring, strategic planning, stakeholder management, risk identification, process optimization, and data-driven decision making.

Studied Information Studies focused on information retrieval, content curation, user service standards, and digital and physical resource management.