Experience Representative Data Entry
Resume:
Rafael Lembert ***********@*****.***
https://www.linkedin.com/in/rafael-lembert-a501b045/ EDUCATION
B.S in Computer system Engineering from the Private Technological Institute of Santo Domingo, INTEC TRAINING & CERTIFICATIONS
View Teq Company; Digital Headend Certified
- Certified to map, model, evaluate, and change underperforming systems and processes in your organization. Rohde & Schwarz; Digital Transmitter Certified
- Certified to utilize digital transmitters to use as a microprocessor-based device and able to measure in sampled time with digitalized measures.
Google Inc; Google IT
- Certified to perform day-to-day IT support tasks including computer assembly, wireless networking, installing programs, and customer service. Able to provide end-to-end customer support, ranging from identifying problems to troubleshooting and debugging.
Microsoft Office: MS Office
- Able to demonstrate increasing levels of proficiency in using the main Office apps: Word, Excel, PowerPoint, Access, and Outlook, MS Project.
Bilingual; Spanish/ English
- Spanish is Native language
- Able to fluently speak English
CORE STRENGTHS DEVELOPED
Program and Project Management Telecommunications Consultant Engineer Computer System Engineer Vendor and Supply chain management LEAN process Improvement Customer Experience Representative Bilingual Change Management Business Development Relationship builder Trainer and coach for IT development
PROFESSIONAL ACCOMPLISHMENTS
Oriented leader with experience managing complex cross functional teams, exceeding financial expectations and developing change processes
Led and managed complex global asset and product delivery for telecommunications projects with contract values up to 50M.
Developed Project Management process utilizing PMI/PMBOk process: Researched and obtained Project management software for our department, provide online trainings, developed processes for data entry standards, and managed site.
Procurement and product development for FTTH and OTT solutions. Created, designed and worked with vendors for FTTH and OTT projects, pioneered fiber construction hardware and software for network. Headend manager for more than 10 years. Created internal and external workflow process for non-standard data center builds.
Supervised the whole DVB-T2 network installation process, racks, Satellite Farm, IRD’s, Encoders, Multiplexors, Servers, video patch panels, audio patch panels, EPG, Ad insertion, PON, FTTH, OTT and Satellite Farm, Rohde & Schwarz Tx, Screen Service Tx, Microwave links.
Developed and implemented engineering standards, office procedures, and project process for the new utility telecommunications department.
Enhanced and created SharePoint portal to manage BOM, specification/cut sheets, BIM/ AutoCAD files, and other shared information.
PROFESSIONAL EXPERIENCE
Comcast February, 2022 – Current position
Customer Experience Representative Bilingual Sales
Customer experience specialists provide potential and existing customers with exceptional services.
Identify customer needs, respond to customer queries, and collaborate with internal departments to optimize customer services and brand awareness.
Tracking customer experiences across online and offline channels, devices, and touch points.
Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.
Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
Identifying customer needs and taking proactive steps to maintain positive experiences.
Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
Performing product tests, evaluating after-sales and support services, and facilitating improvements.
Documenting processes and logging technical issues, as well as customer compliments and complaints.
Keeping informed of industry trends and new CRM technologies. Digital Satellite Systems Engineer for NuTv Inc. January 1st, 2012 – January 2022 TCE –Telecommunications Consultant Engineer
Responsibilities include prioritizing, scheduling, and execution of network changes, network center room additions and, new AZ’s (DVB-T2 Network construction) and upgrades across global platform.
Manage cross-functional projects, which require working with all organizational levels, global groups including network operations, network engineering staff, internal project management teams and external global vendors.
Develop and manage project schedules, identify and prioritize risks/issues and clearly communicate them to project stakeholders, define problem solving and risk mitigation strategies, and facilitate conflict resolution through the full project life cycle.
Agile and PMP project management process.
Logistics for all BOM, and procurement. Manage vendor pipeline to plan and schedule delivery to sites.
Work with engineers to develop detailed and creative solutions to complex projects.
Managed Kaizen and continuous process improvements.
Consistently deploy configurations and track exceptions to projects.
Run meetings, create and maintain project schedule with MS Project and keep large diverse groups informed of progress and obstacles.
BIG
Broadcast International Group. January 1st, 2011 to 2012 Project Manager
Global Program manager for DSS/NuTv contract; Provide material for tenant improvements or new construction of office buildings for NuTv staff.
Maintain customers’ standard specifications of material, work with manufacturers on custom and standard products.
Project manager for DSS/NuTv leases and builds globally valued at 50M. Provide sales support to the Global Account Manager
Developed an International, and Project Process manual. We used the manual for our internal and external stakeholders in order to provide direction, contact information, project process and purchase order process flow.
Develop automated process to forecast build schedules with vendors and manufacturers.
International export: procurement, provide paperwork, ship either from us or the manufacturer and work with our company.
RFP and RFQ management and implementation. Contract management and negotiation.
Develop project plans, data center design and engineering, recommend new or replacement product, work with each team to develop BOM regionally. Travel to locations for pre-construction kick off meetings.
KPI reporting and quarterly meetings to improve our process. CPM reporting and weekly status reports on all projects.
Weekly conference calls or meetings to review all projects. Manage changes in scope and identify potential events and develop contingency plan.
Create and maintain Excel reports including pivot tables.
Quality control for all contractors and internal crews.
Responsible for all budget, forecasting and project reconciliation.
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