ELIZABETH MEDINA

North York, ON M*J *C* * Tel: 647-***-**** * acx8vx@r.postjobfree.com

An out of the box and critical thinker with technology background and experience leading projects from business case to benefits realization analysis, on time, on budget, with the highest levels of quality and while successfully leading a top performing team. Track record leader and change agent that ensures accountability, drives governance and sustainable outcomes. Experience working with international and virtual project and direct teams, optimizing IT operations, maximizing business continuity in complex environments, process improvement. Outstanding attention to detail to ensure requirements elicitation (facilitation, documentation, enumeration, requirements traceability) are met within implementation deadlines. Effective negotiator with solid relationship building, stakeholder and vendor management expertise. Quick learner, and strong communications ability, driven to excellence and customer experience. Fluent in English and Spanish.

AREAS OF EXPERTISE

IVR applications

Agile Project Management

Service Level Management

Customer Relationship Management (CRM)

Consulting Services

Risk Management

Customer Experience

Business Analysis

Stakeholder Management

Communications Management

Training and Development

KPIs/Metrics/Trend Analysis

Budgeting, Financial Analysis & Reconciliation

Financial Forecasting/ Variance Analysis

Contract / Procurement Management

HIGHLIGHT ACCOMPLISHMENTS

Successfully led the contact centre transformation to a new protocol (VoIP) to improve the customer experience, which contributed to a sales increase of the technology solutions offered by the company by 30% in the first year.

At own initiative, built and maintained a clients’ database to ensure SLA Compliance across all existing contracts, while identifying areas of improvement, standardization, cost reduction and economies of scale.

Led the development of a Customer Relationship Management system (CRM) for new marketing campaigns and customer retention programs that saved 40% of traditional mail expense while improving sales.

Negotiated contracts with companies overseas to reduce cost and improve efficiencies in the development of complex services and solutions, yielding savings of more than 50% of development cost

Managed integration projects with overseas teams prioritizing requirements and creating conceptual prototypes and mock-ups following the Disciplined Agile Delivery (DAD) framework.

Programmed SQL Server Reporting Services reports for Microsoft Dynamics applications offering management better insight into daily operations providing better efficiencies and increased customer perception

EDUCATION

PMP Exam Study Group, Leadership in Project Management Network – LPMN, Toronto, ON 2016

PMC Project Management Information Technology Diploma, Seneca College, Toronto, ON 2015 – 2016

Management Studies Diploma, University Metropolitana, Caracas, Venezuela 2012 – 2013

Certification Practice Management Working Relationships, Organization 2012 - 2013

Bachelor of Computer Administration References, Information Technology, Universidad Experimental Simón

Rodríguez, Caracas, Venezuela 2010 – 2012

Development Plan of Human Talent: Oriented Strategic Management Process, Talent and Enterprise Business, Universidad Central de Venezuela 2010

SQL/PLUS Oracle, University Caracas, Venezuela 2009

Technician in Computer Science, Instituto Universitario de Mercadotecnia, Caracas, Venezuela 2005-2008

PROFESSIONAL EXPERIENCE

Ambassador Sheridan Cybersecurity Symposium 2.0 (Internship) Feb. – May. 2016 Sheridan College, Mississauga, ON

Project led the annual Cybersecurity Symposium event, Hosted by Sheridan College and sponsored by Microsoft, Scale Decision, Conexsys Communication, I20 Solutions, Hacker Nest, Valtx and RSA.

Managed two Project Coordinators that supported the Project/Event.

Built the Project Charter, developed and managed the Project Plan including project delivery on time, on budget and high levels of quality.

Worked with the experts to ensure material was aligned with Project Cyber Security content requirements.

Developed and distributed Project communication updates with internal and external stakeholders.

Director, Marketing and Sales (Volunteer) Dec. 2015 – Dec. 2016 Leadership in Project Management Network - LPMN

As an Executive Committee Member, collaborated with the development and implementation of the organization’s 2016 annual strategic planning and its implementation, including the marketing & communications digital strategy

Accountable for the production and delivery of the appropriate communication updates and dashboards for the Executive team, Operating Committee, Members and other external organizations

Built the necessary tools, templates and guidelines to manage all marketing and sales activities, including the design of all marketing material, flyers, welcoming letters, renewal letters; as well as all project management documentation for all projects/initiatives deliver: project plan, project charter, project dashboard updates, project closing report including lessons learned and benefit realization analysis

Work collaboratively with all cross- teams to develop surveys and/or panel interviews to obtain feedback from customers (members) about all services provided, review the results, determine resolution and/or make recommendations to the Board and implement or collaborate with the implementation as pertinent

Projects and Team Lead, (Contact Centre) Feb. 2008 – Jun. 2014

Infocent C.A Caracas Venezuela

Act as Project Lead for all contact centre projects, including the optimization of a new contact center system to a new protocol (VoIP) with the objective to improve the customer experience, which contributed to a sales increase of the technology solutions offered by 30% in the first year.

Led a technical team of system analysts and programmers to design and generate the DDA (software design document) and all required specifications to develop, test and implement new applications, generated system prototypes, solutions and services for clients in a variety of industries, including banking.

Hired, developed and managed a team of 8-functional analysts, 6-technical analysts, one quality control analyst and one coordinator, including their growth and career development, providing them with regular career and professional development guidance, mentoring and coach.

Ensured contact centre profitability, proactively led the client contract renewals, accountable for client service metrics achievement as per contractual obligations and successfully kept yr-to-yr forecasted profitability over 5 yrs.

Developed Key Performance Indicators reporting techniques and analyze the data to generate a monthly and quarterly business development reports for the Senior Leadership Team and key clients.

Managed vendor relationships, maintained service level agreements and ensured compliance.

Led the projects contract negotiation and management (e.g., time and materials, fixed price as well as various billing scenarios), while ensuring compliance.

Researched, gathered and documented user requirements by conducting interviews with subject matter experts.

Prepared and facilitated training sessions on a variety of topics and methodologies.

Business Analyst, Contact Centre Jan. 2005 – Feb. 2008 CANTV – National Telephone Company - Venezuela

Developed and implemented the contact center from startup, including all processes to create efficient solutions.

Certified Coach Trainer to built training programs that streamlined customer retention from 35% to15%.

Collaborated with Quality Assurance and Training Departments to develop monitoring and testing methods.

Managed project procurement for the call center, including RFP, RFI and SLA compliance.

Worked closely with cross-functional teams to scope projects, estimate / maximize utilization of human resources.

Led the monthly metrics SLA reporting to the Vice-President, including root causes and action plan to resolve.

Supported sales function by designing pre-sales solutions; gathered specifications and requirements, created demos, and developed workflow designs.

REFERENCES AVAILABLE UPON REQUEST

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