Customer Service Call Center

References are available upon request

KARINA NIEVES

SYSTEMS AND TELECOMMUNICATIONS ENGINEER

**** **** ******, *****, ** 929-***-****

******@*****.***

Bilingual in Spanish Systems and telecommunications engineer, Scrum Master certified, 13+ years of experience in sales, customer service, IT consulting and IT service management. Highly skilled on Sales, Project Management, Scrum/PMP/ ITIL frameworks. A resilient motivator/IT leader that combines business acumen with analytical depth to align IT strategy with corporate goals. Expert in developing business initiatives, with a strong focus on customer service, effective work team leadership and stakeholder management.

MAIN SKILLS

• Highly skilled on sales and negotiation.

• Charismatic leadership.

• Customer service oriented.

• Bilingual (English and Spanish)

• Business integrator.

• Stakeholder management.

• Excellent verbal and written

communication skills.

• Project Management expertise.

• Motivational coaching skills

EXPERIENCE

JUNE 2021— PRESENT

SALES MANAGER CRICKET WIRELESS

NEW YORK

Main responsibilities:

•Training new staff, Sales strategy development and execution.

•Meeting Cricket KPI(key performance indicators).

•Store goals accomplishments.

•Contributions to sales strategy in different stores.

•Store..management.

Achievements

• Promoted to manager role due to my excellent performance.

︎ Top Google reviewer for best store: Cricket wireless Steinway

︎Top ranker for 4 consecutive months.

• Golden Dante awarded by Cricket Corporate in August and September 2021 due to top location(Cricket Astoria).

OCTOBER 2020— PRESENT

IT CONSULTANT GUIDEPOINT

NEW YORK

Main responsibilities: IT remote consultant for Guidepoint clients. Advisory in IT services, IT budget, IT roadmap, infrastructure, IT Governance, system audit, IoT(Internet of things), IT vendor business cases, software projects, among others. References are available upon request

FEBRUARY 2021—JUNE 2021

SALES REPRESENTATIVE BOOST MOBILE

NEW YORK

Main responsibilities: customer service, retail sales (phones, planes, accessories), sales

.strategy support.

DECEMBER 2020 – FEBRUARY 2021

SALES LEAD ARKADIA MEDIA NEW YORK

Main responsibilities: Sales team leader, training new staff, energy service sales. JUNE 2020— DECEMBER 2020

SALES TEAM LEADER ASN ADVERTISING INC. NEW YORK Main responsibilities: Sales team leader, customer service support, training new staff. JUNE 2019— MAY 2O2O

INFORMATION TECHNOLOGY CONSULTANT(FREELANCE) REMOTE GEMEVA NEW YORK-BOGOTA

Main responsibilities: IT projects management, customer service for new IT business cases and software projects.

Achievements

• Defined IT Strategic plan for 2019-2021.

• Defined IT processes based on ITIL.

JUNE 2016 — MAY 2019

INFORMATION TECHNOLOGY MANAGER VOLVO - BOGOTA, COLOMBIA Head of IT area.

Project leader of global teams located in India, Brazil, Poland, China, USA, among others, for the execution of business cases and technology/software projects, responsible for stakeholder demands management, customer service, end user support and IT budget. Achievements

• Executed IT outsourced services strategy achieving 50% monthly budget savings.

• Business case approval for SAP Master Finance implementation. AUGUST 2012 — JUNE 2016

INFORMATION TECHNOLOGY COORDINATOR ALLIANZ— BOGOTA, COLOMBIA Head of Service Desk and call center (1200 end users). Responsible for IT and infrastructure Projects

Superuser of Servicetonic (Incidents and requirements software). Achievements

• Designed and established KPI“s for area an SLA for Allianz internal clients.

• VMware project end user support scheme design for 800 users and virtual machines.

• IT equipment upgrade for 700 end users/160 K USD Project. JUNE 2009— JULY 2010

SALES ASSISTANT MANAGER L’OCCITANE — LONDON, ENGLAND

• Responsible for product sales and customer service. Achievements

Support on sales strategy design and implementation increasing profit margin by 3%. References are available upon request

Find additional experience here > https://www.linkedin.com/in/lkng/ EDUCATION

JULY 2020 - PRESENT

ELECTRONIC TRADING IN FINANCIAL MARKETS, NEW YORK INSTITUTE OF FINANCE In progress New York

JANUARY – MARCH 2020

BUSINESS ENGLISH, HUNTER COLLEGE

New York

JUNE 2019 – JULY 2020

MBA (MARKETING, STRAGEGY AND DIGITAL TRANSFORMATION) EUDE BUSINESS SCHOOL Online Scholarship awarded. Madrid, Spain

DECEMBER- 2012

TELECOMMUNICATIONS ENGINEERING PROJECT MANAGEMENT SPECIALIST SANTO TOMAS UNIVERSITYI Bogota, Colombia

LANGUAGES

Native Spanish speaker with full proficiency in English. References are available upon request

Contact this candidate