Customer Service Manager

Wanda Medrano

**********@*******.*** - Mobile 929-***-****

1

15+ year career in the Information Technology field and Telecommunication industry. Responsibilities have included management of 50 employees, managing a budget of approximately US. $15,000,000. Emphasis on Quality Processes Reviews, Financial Audits, Definition of controls under SOX Audit and Documentation Standards.

USA Green card holder

CORE COMPETENCIES

• IT Services • Management Audit Controls

• Project Management • Financial Management and HR Systems

• Negotiation Techniques • Budget Management

• Process Management

Spanish

Reports documentation

PROFESSIONAL EXPERIENCE

CDEEE, Santo Domingo, Dominican Republic

IT Project Coordinator, (August 2014 - Present)

Responsible for the implementation of IT projects. Responsible for coordinating the requirements between suppliers and internal company staff. Responsible for quality testing and documentation systems projects.

Wind Telecom, Santo Domingo, Dominican Republic

Manager, IT Operations (June 2012 – June 2014)

Management of 11 employees. Responsible for ensuring the availability and proper functioning of the key applications of internal customer service support via Helpdesk or support on site. Also responsible for providing technological equipment (computers, laptops, printers, accessories

(mouse, batteries, power, screen)) required by all company employees Banco BHD, Santo Domingo, Dominican Republic

Manager, User Services Center, ( January 2010 - April 2011) Management of 19 employees, budget approx. U.S. $ 1MM.Responsible for ensuring availability and correct operation of critical applications to service internal and external customers via the Helpdesk or support on site.

Key accomplishments:

Outsourcing Printing Project Implementation

Implementation of self-service modules branches. Claro – CODETEL, Santo Domingo, Dominican Republic Billing Production Support and Quality Manager (2007 - 2009) Management of 35 employees. Responsible for ensure adequate support for Billing processing and balancing .IT Helpdesk Management, 7 x 24.

Key accomplishments:

Definition of 75 audit controls based on SOX-Sarbenes-Oxley.

Compliance with financial audits 100% points in time.

Call Center response metric exceeded by 10%.

VERIZON, Santo Domingo, Dominican Republic

Senior Manager Practices, Procedures and Technical IT (2005 - 2007) Management of 4 employees. Responsible for defining policies and procedures for the management of Wanda Medrano

**********@*******.*** - Mobile 929-***-****

2

information technology,provide and communicate best practice standards for systems development, technical documentation and the same off-site storage, as well as coordinate the development of plans Business Continuity.

Key accomplishments:

Review mainframe processes and establishment of standards for revised process. VERIZON, Santo Domingo, Dominican Republic

Senior Manager Project Management, (2002 - 2005)

Management of 29 employees, budget of $ 15MM approx. Responsible for implementing key projects for the business systems.

Key accomplishments:

Implementation of Billing Outsourcing Project completed 100% on time

Implementation of Vantive-Cofee Customer Profile. Recognized with the award for Quality and Customer Service.

VERIZON, Santo Domingo, Dominican Republic

Senior Manager IT Operations, Production Manager, IT Operations, Support and Maintenance Financial Systems, Financial Systems Support and Maintenance, Programmer Analyst

/ Systems Programmer, (1986 - 2002)

Key accomplishments:

Automated the process for sending billed voice usage, achieving an increase in turnover of 1.3 MM dollars and reduced operating costs by more than RD $ 400,000 annually. Recognized with Quality and Customer Service Award.

Implemented enhancements to Payroll and Inventory systems, reducing the processing time of these applications in about 15%.

EDUCATION

DEGREE IN COMPUTER AND ELECTRONIC DATAPROCESSING,

PEDRO HENRÍQUEZ UREÑA NATIONAL UNIVERSITY, Santo Domingo, Dominican Republic DIPLOMA:

Diploma Strategic Management, Catholic University Santo Domingo / META

Diploma in Management Skills, Link Management / CODETEL CONTINUING EDUCATION:

Facilitator of professional training, INFOTEP

Process Analysis and Redesign, META

Documentation of Procedures, INTRAS

Strategic Capability Building, University of California / INTRAS

Total Quality Management, VERIZON

Maintaining Quality in a Changing Environment, VERIZON

Implementation / Documentation ISO 9000, VERIZON

Theory and Tools of the Harvard Negotiation Project, CMI

Advanced Negotiation Workshop, CMI

ITIL Foundation, Exin Group

ITIL Practitioner, Exin Group

PMBOK

References : Available upon request.

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