Luisa Guilarte
Tampa,US
Summary
A Client Services Professional l Project Manager dedicated to the success of my clients and team members. As a Customer Service aficionado, I bring over 20 years of management experience and long term success with stakeholders.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Project Manager
MTX Group
11.2020 - Current
- Managed Services Project Leader responsible for Professional Services Support across a wide spectrum of concurrent Medium to Large/Complex Salesforce engagements
- Effective Case Management to ensure success of the project and high level of customer service
- Maintaining service excellence through stakeholders management to ensure client expectations and goals are achieved by leveraging existing Statement of Works (SOW's) and respective Change Orders
- Accountable for the Services Software Development Life Cycle (SDLC) involving monitoring, controlling, execution and completion of projects within the triple constraints of timeline, budget and scope management
- Managing several development teams consisting of developers, quality assurance, technical architects and business analysts for Salesforce configurations, integrations and custom solutioning
- Preparation and facilitation of Project Deliverables, Weekly Status Reports and internal and client facing Scrum Ceremonies consisting of Daily Stand Up Meetings (DSU's), Sprint Planning, Backlog Refinement, Sprint Demos and Retrospectives
- Primarily responsible for managing overall project budget as it relates to resource forecasting and capacity planning, actual hours vs forecasted hours variance and change orders for scope that falls outside of the defined SOW.
Services Manager
Caribe Royale All-Suite Hotel & Convention Center
07.2003 - 11.2020
- Responsible for leading the event management life-cycle from planning, implementation and execution of medium to high-profile conferences, meetings, group functions and activities
- Accountable for approximately $3 million in annual revenue per year with a 3% of growth Year over Year (YoY)
- Monitoring and compliance of client contractual agreements as it pertains to hotel occupancy, event space, food and beverage, audio, visual and special concessions
- CRM, Data management, organized and prioritized tasks and deadlines for optimum results
- My proven track record is developing long-term relationships with Corporations, Associations, SMERF, Incentive, National and International Pharmaceuticals with an average event size of 1200 - 2000 guests
- Steadfast managing conflict, ambiguity and adhoc change requests during the event management process and comfortable communicating strategies
- Supervisor and Mentor to Event Coordinators and Office Support Staff.
Office Manager
Caribe Royale- Sierra Land
03.2000 - 06.2003
- Responsible for managing the planning and coordination of strategic events and group activities
- Interviewed, trained, and managed incoming office/reception staff and event coordinators
- Lead Trainer for employee professional development programs
- Supervised all event inventory and equipment in accordance with internal protocols and methodology
- Interviewed, trained, and managed incoming office/reception staff and event coordinators
- Lead Trainer for employee professional development programs.
Education
Associates - Business Administration
Valencia State College
Skills
- CRM
- Budget Management
- Strategic Alignment
- Resource Management
- Escalation Management
- Project Risk, Issues and Scope Management
Certification
Scrum Alliance Certificate
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Project Manager
MTX Group
11.2020 - Current
Services Manager
Caribe Royale All-Suite Hotel & Convention Center
07.2003 - 11.2020
Office Manager
Caribe Royale- Sierra Land
03.2000 - 06.2003
Associates - Business Administration
Valencia State College