KAREN CRUZ REYES

+639*********

Las Piñas City, Philippines

adfhwx@r.postjobfree.com

Executive Summary

Seasoned professional with over 10 years of technical support, project management and implementation experience

Educational Qualification

Bachelor of Science in Information Technology 2001-2005

Achievement: Graduated with Honors – Cum Laude

University of the East, Manila, Philippines

Visual Basic .NET Programming

Computer Networking Career & Training Center Inc.

Makati City, Philippines

Career Progression

Wells Fargo

Implementation Associate 2 January 2018 to August 16, 2020

Provides input to project managers and project teams on appropriate implementation strategy, methods and plans for initiatives that typically impact multiple and/or complex systems, workflow or products with moderate risk.

Participates in the development of business requirements.

May develop communication and training plans; provides input to training design and may participate in Delivery.

Coordinates and may manage implementation resources, tasks and budgets; identifies and monitors resolution of issues, escalating as necessary; ensures task completion according to established timelines.

May identify best practices and recommend new workflows and/or procedures. May also be responsible for varied business administrative initiatives.

Responsible for managing a group of projects or a program associated with a business function by Creating Project Plans, status reports and risk documents using approved Procurement project templates and processed along with applications such as Microsoft Project, Word, Visio and Excel. This will ensure team members are following Enterprise Project management policy.

Conduct on-boarding meeting with identified key stakeholders, supplier representatives and other key project team members using teleconferencing

Create agenda’s and minutes for meeting using Procurement approved templates. This will allow the consultant to document project discussion and provide an open line of communication on project progress and status.

Identify/track/resolve action items and issues as defined in on boarding calls.

Act as subject matter for ePro applications for regional team members by fielding questions related to ePro usage.

Cognizant Technology Solutions

Localization Project Manager (Google- Localization Team) June 2016 to January 2018

Coordinate translation requests, including troubleshooting request submission, updating requesters on project

status and communicating with translation agencies

Follow pre-defined support procedures and master the use of support channels, processes & tools

Effectively and judiciously escalate requestor issues and feedback with clear communication

Support Localization Program Managers with workflow/ process improvement ideas to raise quality, requestor

satisfaction and turnaround time

Plan, track issues, identify and manage risks and communicate project status including metrics.

Screen and file service quality issues from both vendor and client sides. Provide feedback to BU’s manager or

Localization Program Manager as needed.

Partner with other Localization Program Managers to coordinate brand-specific localization efforts and plan

resources as necessary.

ADP Philippines

Implementation Specialist Mar 2014 to June 2016

Responsible for quality implementation and set-up of ADP's SAAS solutions for Time and Attendance to meet

client and RUN Payroll business requirements.

Using Client Analysis documentation, clarify and confirm client requirements to ensure database programming

meets the client's time and attendance requirements.

Participates in project planning efforts which may involve the following: product configuration or adaptation to

meet each client's needs, functional design guidance, accommodation of client rules, plans or procedures,

client control information, pre- and post-implementation testing oversight, analysis of custom reporting and/or

system interface requirements.

Installation, configuration, parallel testing, procedural reviews, adjusting of time collection devices (Biometric,

Barcode, Pin entry Clocks), client training and participating in first "LIVE" processing run

Create and update implementation project schedules, records, backlogs

Perform client follow up and work with sales/ADP project leaders to maximize client satisfaction

Oversees accurate and timely installation/conversion of ADP products through entire implementation cycle.

Providing a detailed, accurate, and timely turnover file of Live accounts to the Client Services team.

Sutherland Global Services Jan 2010 – Feb 2014

Sr. Tech Consultant

Subject matter expert to 15 Team Members. Reporting Directly to Team Managers and Senior Account Managers.

Handling Escalations for Tier 3 Related Concerns as needed. Participating in Process Conference calls and QA

Calibrations.

Senior Provisioning Specialist/ Project Manager Broadview Networks

Single point of contact for any questions and status updates from customer, sales, customer care

Use the BVN systems to track and personally own the order processing from start to finish.

Ensuring the order is progressing and completing within requested time frames

Pro-active communication to the customer on status of order. This includes communication with the customer

when order is completed, cancelled, or out of interval

Processing feature orders, restoration of Broadview lines through the DMS Switches

Processing feature orders and restoration of Verizon lines through PON (s), coordinating with NMC for follow

ups and escalations.

Coordinate with other departments involved through calls or email to make sure that orders are completed

within SLA

Perform escalations that are critical to the service delivery to the customer.

Tier 2 Voice Repair Consultant Broadview Networks

Responsible for the initial triage and determination of T1/POTS related faults on the SJ/CSU/Demarc. Perform

diagnostics for lines to identify trouble.

Handle incoming technical trouble calls from Broadview business and residential customers

Access DMS Switches to add, change and modify features on POTS lines Working closely with customer IT /

other vendor carriers to help resolve service issues in timely manner

Answer inbound customer calls with focus on 1 call resolution

Open Repair Tickets for customer when a 1 call close is not feasible or needs higher tiered attention

Answers questions involving product information for the customer

Identify circuits via the Account Information in the CS Database and circuit paths

Transfer misdirected calls to the appropriate departments

Coordinate network repairs and dispatch the appropriate vendor/specialist depending on the type issue.

Docomo Intertouch Pvte Ltd. (formerly Maginet) Nov 2008 to Jan 2010

Technical Support Representative (Level 1 Broadband Internet)

Inbound Level 1 guest /staff calls from Docomo Intertouch supported hotels in 68 countries worldwide

Work extensively with the Account Managers/Local support to ensure a seamless customer experience.

Uses IBIS / Nomadix Platforms in supporting broadband experience for top hotels in the world

Provide customers user friendly explanations and follow up, via email, face-to-face and telephone

communication

Handle difficult situations in a professional manner

Escalate customer concerns as necessary and document issues appropriately following guidelines

Develop technical solutions to be posted to both internal and external knowledge base

Monitor and answer technical support cases that are posted to personal Queue

Ensure issues are fully documented within the CRM Touchpaper tool to allow seamless escalation · Compile

customer enhancement requests to help shape future development plans.

Technical/Computer Skills

Productivity and Operating Systems: MS Office(Word,Excel, Powerpoint, Access, Outlook), Windows, MAC, Salesforce, Google Products,Citrix

PM Tools and Methodologies: MS Project, Visio, Agile Methodologies

Programming Languages: Visual Basic 6, Visual Basic.NET

Web Profile:

LinkedIn: www.linkedin.com/in/karencreyes27

Skype Name: live:.cid.e01eb6546e21ad8d

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