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Customer Service Management

Orlando, Florida, United States
March 18, 2011

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Luz Angela Preciado

Orlando, FL. ***** 407-***-****

Office Assistant / Customer Service

Successful customer service career with track record of interacting with customers, vendors, management and stakeholders. Experienced professional with the ability to sell new ideas, train teams, follow-up on details, perform on fast paced operations, adhere to best practices and comply with policies and procedures. Manage service requests, gathering needs and documenting performance. Follow-up on daily activities and completion of tasks. Relocated to United States two years ago and in the meantime I have been improving my English skills at Valencia Community College.


• Leader – Inspire and Build Trust • Timesheets / Schedules

• Customer Driven – Relationship Building • Out of the Box Mind Set

• Self Starter - Fast Learner • MS Office Proficient

• Goals Setting / Critical Thinking • Organized – Fast Paced Operations

• Bilingual Spanish/English • Service Request Management

• Organizational Skills • Office Management

Professional Experience

Project Management Specialist Accenture Bogota, Colombia 2005 – 2008


Lead a team of professionals to be awarded Accenture’s Software Factory Best Teamwork Prize for 2008. Participate of a winning team that obtained Accenture’s Software Factory certification on CMMMI level 4.

• Interact with customers and team to achieve schedule goals.

• Document progresses, set schedules, revise timesheets.

• Propose solutions, conflict resolution, and reporting and office management duties.

Business Analyst Vision Software Bogota, Colombia 2000 – 2005


Orchestrate the SDLC of more than twenty processes for Vision’s main customer. Coordinated and executed Reparations Area BPM project. This project entitled Vision Software with Microsoft’s Quality Prize.

• Establish and maintain the organization’s processes and process assets, and identified, planned, and implemented the organization’s process improvement activities.

• Establish critical measurements; determining production, productivity, quality, and customer-service strategies

• Develop action plans; measuring and analyzing results; initiating corrective actions; minimizing the impact of variances

Analyst Colseguros Bogota, Colombia 1997 – 2000

Intern Banco Central Hipotecario Bogota, Colombia 1996 – 1997

Academic Preparation

BS degree in Information Systems Administration Universidad Jorge Tadeo Lozano

English for Academic Purpose Valencia Community College

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