Customer Care Manager
Resume:
Lien, Sheila
Address: Canning 159, Rosario, Santa Fe - ARGENTINA
Mobile Phone: +54-341-*******
I ve graduated with a Secondary School Degree on IT and programming. My post education on courses, trainings and job experience has shaped me into a well-rounded and analytics-driven individual, knowledgeable in business best practices and human cultures & diversity. I place a strong focus on effective communication, process improvement, project management, and keeping an eye on scope; recognizing the 'big picture’. Demonstrated skills in problem-solving, multi-tasking multiple projects simultaneously, leadership, and project management. Always welcome increasing responsibilities in both my educational, work, and life experiences. Formal Studies
• Secondary school studies completed at: Colegio Particular Luís Federico Leloir – Specialization in Computing
• University studies: UNR (5th year). Not finished. Job experience
Dynamic Mind for Flexiti Financial (Toronto, Canada) – Oct 2018 - Current
IT Director.
Account Management and leadership of IT Team. Develop and communicate team performance. Build plans considering long-term obstacles. Spot performance issues, analyze problems, develop solutions to meet Client needs. Create deliverables to address Client needs and support mobile-first, cloud-first strategy, share intellectual property with others. Provide stakeholder assistance throughout deployment to avoid and/or resolve technical issues. Identify opportunities to articulate business value and grow Client/Partner relationships. Provide and drive actionable feedback across groups about the Client/Partner experience and competitor threats. Consistently apply "lessons learned", model personal accountability and teamwork. Understand Client/Partner requirements and map the adoption and optimization of technology solutions accordingly. Cultivate relationships, credibility, and loyalty with Clients and Partners by sharing relevant business expertise.
Knowtech Flexiti for Financial (Toronto, Canada) - Nov 2016 – Sept 2018
Project Manager at a Software Development Company for (Finance) (Canadian Client) Main communication channel with the client, Daily meetings, as well as requirement gathering for new projects and development.
Project reception for Functional Analysis/ TDD Planning. Dev Team Supervision and organization. Analysis for new project scope (Product Owners suggestions/guidance) Resource planning, requirement gathering, scope, deadlines, deliverables, UAT organization and follow up, Production push management.
Client reporting with tools such as: Smartsheet and JIRA. Reporting and Management for the Team monthly work tracking (TEMPO). In charge of the New Portfolio acquisition DB Migration (TD), one year Project. Data mapping, gathering, formatting, processing. Teams management, synchronization of tasks as well as keeping the current system work normally.
Moravia IT for Microsoft (Seattle, US)– Sept 2014 – Nov 2016. Project Manager of a Multilingual Account and Products. Project reception and management: Daily communication with each Product Manager (client side), designing project needs (files types/extensions, project schedule, deadlines, quality reviews, publishing and technical compliance)
In charge of creating internal requests for localization (Hand offs) for the production area
(engineers).
Communication with other foreign Companies in charge of pre and final publishing. Management of quality escalations and follow up on translation memories updates, quality platforms and publications with the involved departments. (Production and Linguistic Teams) Communication with Quality Managers and Subsidiaries from the client side (for all target locales), follow up and implementation.
In charge of work in progress reports, publishing announcements, data archiving, etc.
Teletech Argentina – Call Center for Hewlett Packard ASG (senior customer care agent) – Trainer (senior agent – Trainer)
New World Call solutions (NWCS) Call Center for Newtek Apr 2006 – Ago 2006
Team Lead: bilingual. Supervisor for marketing personnel – Insurance, Credit card and loans services.
Apex América Call Center – Nov 2004 – Apr 2006
Customer care agent: Customer care assistance and sells for a cell phone company located in E.E.U.U. (Tracfone)..
Skills
English: Advanced - Bilingual
IT: WordPress (Intermediate), HTML, CSS, Visual Studio (basic), and others.
Management tools: JIRA, Office, Smartsheet, etc. Side-Work: sertasimmons.ca; airmatrix.ca; saveeyecare.ca, alteaactive.ca and others.
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