Christina Bermudez

• Organized project implementation resources and leveraged expertise to assist organizational rollout.
• Evaluated and defined internal and customer needs, implementing processes to address requirements.
• Documented specialized data and requirements to address business demands.
• Led custom product training and deployment to meet organizational goals.
• Cultivated project timelines, documentation, processes and updates to develop and manage tactical plans.
• Supported implementation of warehouse management system software applications to enable centralized management of tasks.
• Reviewed and assessed architecture design, implementation, testing and deployment needs to identify new product launch for telecom software and service product. Our first customer sold committed to purchase 3,000 lines of service and support. Within 12 months we had exceeded 3,000 units of service and support by 33,000 units. By end of year 2 we had 7 customers with over 150,000 lines of service sold with survey rating of 92% out of 100%.
• Developed and maintained relationships with customers and suppliers through account development.
• Maximized performance by monitoring daily activities and mentoring team members.

• Managed Service Experts projects ensuring correct calculation of materials, time needed, and scheduled suitable installers for customer flooring installations to be completed on time and within budget.
• Analyzed installation surveys, customer feedback and current internal infrastructure to assess areas in need of improvement and develop solutions to improve customer satisfaction.
• Led and assisted technical upgrade projects for CRM and warehouse systems by working and coordinating with consultants and developers for integrations.
• Supported implementation of warehouse management system software applications to enable centralized management of tasks. New CRM resulted in improved automated functions and resulted in 18% of workload migrating to system automation.
• Communicated with customers concerning installation accuracy and pricing evaluations. Resolved issues as primary point of contact.
• Worked closely with management teams to plan, develop and execute strategies aligned to client's vision.
• Collaborated with business unit stakeholders to provide strategic guidance and address critical questions. Played a critical role in corporate strategic planning, contributing insights and recommendations.
• Developed comprehensive work plans, gathered and synthesized relevant data, and conducted analyses to support operational and strategic initiatives.
• Administered company systems, ensuring understanding and compliance with all required processes and procedures.
• Maintained exceptional organizational skills, effectively managing deadlines and prioritizing tasks.
• Reviewed financials and customer service metrics to identify areas for improvement and implement actions to drive results.
• Demonstrated excellent problem-solving abilities, including the identification, analysis, and differentiation of multiple components within complex issues.
• Employed strategic and network thinking to comprehend the bigger picture, define problems, and grasp all fundamental aspects.

• Considered customer, financial, and brand consequences, collaborating with relevant stakeholders to deliver equitable decisions.

• Worked with public sector, general business, and corporate customers to understand needs and provide telecommunication service
• Responsible for implementation of telecom systems, software, hardware and solutions, deploying over 13,000 units in 2020
• Managed quality assurance , including on-site evaluations, internal audits and customer surveys
• Resolved network, billing, and service related issues to improve operations and provide exceptional client support
• Outlined work plans, determined resources, wrote timelines and generated initial budgets as part of project scope determination
• Directed large-scale development and implementation of wireless and operational solutions to meet business needs and build client loyalty
• Developed project plans identifying key issues, approaches and performance metrics
• Suggested solutions to developing problems during project so that correct modifications could be made
• Identified areas of weakness and recommended or implemented process improvements, this allowed specific churn targets to be met and exceeded month over month from 2% to .12%
• Conducted billing analysis and account audits adhering to initial proposal and anticipating customer needs.

As a Business Customer Account Manager I managed 100+ customer accounts within the small business, corporate, and public sector divisions. This position required close customer relationships and understanding of customer needs. I conducted quarterly audits to understand how the services were being used and what offerings would be beneficial for the customer. Main point of contact for any service needs including network support, account maintenance, service delivery requests, and billing questions.

• Established relationships with key decision-makers within customer's organization to promote growth, retention, and overall customer satisfaction. Resulted in increased contract retention rate of 80% or higher.
• Maintained customer satisfaction with survey ratings of 100% month over month.
• Elevated account management by predicting potential competitive threats and outlining proactive solutions.
  Addressed problems with accounting, billing and service delivery to maintain and increase client satisfaction.
• Analyzed account details such as usage, rate plans, equipment, reporting, and client comments to enhance telecommunication experience and understand client needs.
• Met and exceeded metrics for sales, contract renewal, and survey results. Ranking 1st amongst a division of 120 employees.

During my first yearly review the Director of Service Delivery explained that there are several new opportunities that are presented to the call center but the leadership team does not have the bandwidth to monitor, support, and provide feedback. I expressed my interest and provided the success metrics within the Care organization resulting in a new title of Special projects Team Manager. I build a team that would analyze the new opportunities presented to to our call center and approve or deny them along with improving our current support applications that were not meeting metrics.

• Drove operational improvements which resulted in savings and improved profit margins
• Collaborated with call center managers to create strategic plans to enhance customer and employee satisfaction
• Prioritized secure handling of sensitive customer information within processes, minimizing potential liability issues by proactively managing risk
• Analyzed previous business processes for inherent flaws, avoiding similar pitfalls in subsequent process development lifecycles
• Established work priorities and ensured representatives where handling customer inquiries efficiently while meeting cost, productivity, and quality goals
• Process created and implemented improved service satisfaction survey rates to increase to an overall center score of 83%

February of 2007 I was hired as a Customer Finance Representative by May of 2007 I was promoted to Customer Service Trainer. In March a Customer Care application was presented by Sprint. Understanding this was an opportunity to be a valuable resource for the company I volunteered to participate in the pilot. The training provided by the vendor was not very indepth. I explored the CRM system to understand the options available, called the Sprint customer care line directly to ask questions and fill in some of the missing pieces, and found call center manager contacts employed by the vendor to have resources for support. After only two months I was an expert for the application and was promoted to the Customer Care Trainer.

• Trained 300 employees to fill the customer care team whom exceeded customer service survey metrics and placed our center in the top 3 in the nation.
• Developed, Prepared, and presented supplementary learning material to support structured lessons of all required information needed to be obtained for customer care calls.
• Monitored participant workflow and behaviors throughout training process and performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Implemented diverse instructional methods, optimizing trainee engagement.

Responsible for providing administrative support to the CEO for a restoration company ensuring smooth operation of the office.

• Managed calendars, scheduling meetings and appointments, and coordinating travel arrangements
• Prepared and editing correspondence, reports, presentations, and other documents
• Handled incoming and outgoing phone calls, emails, faxes, and mail
• Maintained and updating filing systems, databases, and records
• Ordered and stocked office supplies and equipment
• Assisted with budgeting, invoicing, and expense reporting
• Liaising with clients, vendors, and other external parties
• Performing other clerical and administrative tasks as assigned
• Placed door to door advertising in neighborhoods and contacted potential clients to promote business.

Oversaw multiple facets of daily operations, directing customer service, production, product development, account management, purchasing, marketing and human resources.

• Partnered with trusted leaders in food product industry such as, Pepsi, Coca-Cola, Frito-Lay.
• Proved to be resourceful leader allowing me to gain additional experience in customer service, purchasing, inventory, management, marketing, and human resources.
• Proven record for creating, driving, and implementing new processes that delivered strategic and successful improvements for store processes, profits, and personnel.
• Reduced store’s employee turnover rate by 4% allowing store to stay within 3% churn rate every quarter.
• Increased monthly revenue by 8%.
• Ability to cultivate relationships with customers, suppliers, and executive management.
• Developed mutual respectful relationships, recognized for high level commitment in exceeding company initiatives.
• Implemented performance improvements and conquered challenges allowing business to drive forward.
• Ability to inspire best qualities of my team and provided effective employee motivation.
• Achieved consistent budget targets with optimal expense controls and elimination of unnecessary waste.