Customer Service Manager

Saba M. M ndez Ramirez

**** *** **** **., ***. 3-754-***-****

Fort Lauderdale, FL 33308 ****.******-*******@*******.***

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OVERVIEW: Self-motivated professional with over a decade of experience,

seeking to obtain a challenging position with leadership responsibilities

including but not limited to the following areas of expertise: project

management, planning, organizing, problem solving, event planning, customer

support, and training design & delivery, that utilizes my previous

analytical experience, reliability, organization, ability to multitask,

meet deadlines and work well under pressure.

HIGHLIGHTS:

Management: Independent, Team Player, Excellent Communicator, Energetic,

Quick Learner, Hard Worker, Flexible, Readily Adapt to Changes,

Problem Resolution Skills, Listening Skills, Influencing Skills,

Leadership, Coaching and Personal Development Skills, Excellent

Customer Service.

Systems: MS Word, MS Excel, MS PowerPoint, MS Project, MS Publisher,

C++, MS Access, Visual Basic, MS Outlook, Expense Reporting, Adobe

Acrobat, Illustrator, Adobe Photoshop, Avaya, Taleo-ERMS, Citi

Careers & Marketplace (Applicant Tracking, On-Boarding and

Recruitment Systems), SharePoint, P2P, GLMS, GTMS.

Languages: Bilingual: English / Spanish.

EXPERIENCE:

CITI - Human Resources, Fort Lauderdale, FL 2011- Present

. Manage and give full support for 21 LATAM countries

. Implementation of Citi Careers, ERMS-Taleo, ATO & Offer Accepted, and On-

Boarding. Work includes: designing and delivering trainings, creating

training manuals in Spanish and English, data gathering of issues,

analysis, evaluation, and process improvements.

. Communicate with regional and global team to coordinate efforts. Act as a

liaison between the LATAM countries, CES, ICG O&T and the Global team, as

well as Partner with HR responsible to ensure appropriate integration and

implementation of tools.

. Prepare, create, develop & translate PowerPoint presentations, Excel

reports, minutes, Operation manuals, forms, proposals, and other

documents.

. Consults with users on systems issues/problems, recommends solutions,

track and escalate resolutions. Preparation and consolidation of error

logs.

. Creation, maintenance and tracking of project plans for each LATAM

country.

. Prepare metrics on the usage of different systems.

. Work on the requirements gathering and documentation users.

. Experience with projects in multiple technologies and functions.

V Other Tasks: Additional support in coordinating internal conferences

and events, such as: Citizens, HR 4 HR, My Career Journey, internship

program, take Your Child to Work Day, Thanksgiving Luncheon, Holiday

Parties.

Univisi n Inter. Media, Exec. Asst. to SVP of Natl. Progrm. & VP of Local

Progrm. Doral, FL 2010

Prepare, create & translate PowerPoint presentations, Excel reports,

general correspondence, minutes, Operation manual, forms, proposals, and

other documents,. Assist in special projects that may include data

gathering, analysis and evaluation. Responsible for the creation and the

financial processes of expense reports, check requests, invoices and

purchase orders. General Human Resources tasks such as: Coordinate

meetings, conferences, and travel arrangements. Responsible for

confidential correspondence and documents. Interface with clients, and

high-level executives.

El Show de Carolina - Producer/A&R for "El Show de Carolina" (Freelancer),

Miami, FL 2010

Plan, coordinate and conduct public relations. Establish contacts with

vendors, locations, celebrities, artists, talents, personalities, and

news agencies, to be used during the production. Logging & organization

of audiovisual materials and information for each segment of the show.

Oversee all postproduction elements such as graphics, subtitling, and

audio mix. Write the intros of the show and the interviews, preparation

of info cards for Hosts, & Operate teleprompter. Field research and

investigation on different types of celebrities such as singers, actors,

etc. Information included background & current location and acquired

exclusives interviews with major Latin artists. Coordination of schedules

for editors and producers.

Telemundo Network, Hialeah, FL 2007-2009

Producer for Descontrol, N tido, Conteo al Billboard, Revent n Billboard,

Camino a la Corona & Miss Universo

Virtual marketing. - Coordination of talent in charitable events and

participation in community affairs. Field research and investigation on

different types of celebrities such as singers, actors, etc. Information

included background & current location and acquired and conducted

exclusives interviews with major Latin artists. Establish contacts with

vendors, locations, celebrities, artists, talents, personalities, and

news agencies, to be used during the production. Oversee and control the

budget of the project. In charge of logistics, including national

bookings of crews, negotiating rates, and following up until all material

comes in house. As well as coordinating hotels, air travel, film permits

and all other field production needs. Logistics/scheduling for the

production team, managed personal transportation and expenses. Oversee

all postproduction elements such as graphics, subtitling, and audio mix.

Network liaison: Booking network's technical crew and Use of archive

material and masters delivery. Create press material for distribution on

events. Coordinate interviews for Executives and Talent; media follow-up

for maximum coverage. Update and upload new content for the shows'

website. Oversee execution of sponsor contests within the show.

Responsible for the creation and the financial processes of expense

reports, check requests, invoices and purchase orders. Coordination of

schedules for editors and producers. Logging & organization of

audiovisual materials and information for each segment of the show.

Responsible for clearing all original music rights and monitoring

compliance. Produce and supervise all voice over sessions.

Spanish Broadcasting System, Exec. Asst. to the EVP/CEO - Office Manager,

Miami, FL 2005-2007

Create, coordinate and organize events to promote (press conferences,

trade breakfast, VIP presentations, upfront and advertiser parties).

Coordinate interviews for Executives and Talent; media follow-up for

maximum coverage. Create monthly folders with all print and online media

coverage. Virtual marketing. - Coordination of talent in charitable

events and participation in community affairs. Prepare, create &

translate PowerPoint presentations, Excel reports, policies, minutes,

manuals, forms, procedures, contracts, proposals, and other documents, as

well as compile and distribute highly confidential documentation.

Coordinate with creative team all jobs, print, photos, campaigns and

needs. Responsible for the creation and the financial processes of

expense reports, check requests, invoices and purchase orders.

Direc4U - An Authorized Dealer of DirecTV, Customer Service Manager, Miami,

FL 2002-2005

Installed computer hardware and software. Maintained and repaired

computer equipment. Monitoring and Evaluation of Customer Service

Representatives, managed 2 teams of 25 employees. Organized and

coordinated schedules for Customer Service Representatives. Experience

with projects in multiple technologies and functions. Experience managing

geographically distributed and culturally diverse work-groups with strong

team management, leadership and coaching skills.

CONSULADO GENERAL de la REPUBLICA de VENEZUELA, NY, NY 2000-2002

Executive Assistant to the C nsul General, Technical Support and Office

Manager

Updated and translated Newsletters and other major documentation.

Installed computer hardware and software. Maintained and repaired

computer equipment. Assisted employees with programming, word processing,

software, hardware and technical support. Organized events in the

Consulate and acted as public relations.

ROBERT H. WEISS AND ASSOCIATES, Garden City, NY 1998-2000

Help Desk Support, Software Specialist, Documentation Specialist, Executive

Assistant

Created and modified PowerPoint presentations, as well as prepared major

reports for the corporation and Excel reports. Acted as a translator for

Spanish speaking clients as well as acted as a liaison between legal

department and clients. Prepared and processed legal documents. Assisted

employees with programming, word processing, software, hardware and

technical support. Installed computer software and hardware.

EDUCATION:

2013 - Present Colorado Technical University, Online

Major: Business Administration - Concentration: Human

Resources Management

1996 - 1999 SUNY at Farmingdale, Farmingdale, NY 11753

Major: Computer Information Systems

References available upon request

Contact this candidate