Ixelda Ivette Jimenez Lieneman
Oskaloosa,IA
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
18
18
years of professional experience
Work History
Operations and Administrative Manager
Soluciones Ideales, S.A.
Panama, Republic of Panama
01.2012 - 07.2023
- Prepared administrative part of Company´s Budget every year.
- Monitored operations and administrative staff towards accomplishment of sales goals and Customer Service KPI´s.
- Completed hiring, onboarding and coordinating training for new team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Assisted the CEO with administrative duties.
- Developed and maintained relationships with external vendors and suppliers.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Customer Service Manager
Grupo Rey
Panama, Republic of Panama
08.2010 - 12.2011
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service process and support structures company-wide.
- Followed through with client requests to resolve problems.
- Responsible for completion and delivery of budgets for all front-ends operations.
- Took ownership of customer issues and followed problems through to resolution.
Head of Customer Care
Digicel Panama
Panama, Republic of Panama
08.2008 - 07.2010
- Created all Customer Service Processes to be performed at the Call Center, Customer Care Centers and Activations areas.
- Hired more than 200 Customer Care agents for Panama Operations and 150 in El Salvador.
- Evaluated and selected CRM solutions for implementation in the Call Center and Customer Care Centers.
- Closely monitored customer service KPI´s throughout the complete operations in Panama and in El Salvador.
- Applied best practices in customer service, sales and employee management to exceed organizational goals.
- Worked closely with marketing towards the creation of strategies to increase customer retention.
- * Attended monthly Board Meetings to present Customer Care areas KPI´s, and Sales numbers.
Organizational Development Consultant
Intelfon
San Salvador, El Salvador
05.2005 - 05.2008
- Created and implemented all customer service processes.
- Hired and trained (200)customer service employees.
- Created evaluations forms and support Human Resources Department implement them.
- Assisted the Customer Service Director with all administrative and operations related topics.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues
- Created and managed project plans, timelines and budgets
- Generated reports detailing findings and recommendations
Education
Bachelor of Science - Marketing
Souther University & Agricultural & Mechanical
Baton Rouge, LA12.1987
Skills
- Leadership
- Project Planning
- Revenue Generation
- Results Oriented
- Organized & detailed
- Punctuality
- Customer Service Oriented
- Multitasking
- People oriented
Languages
Spanish
Native or Bilingual
Timeline
Operations and Administrative Manager
Soluciones Ideales, S.A.
01.2012 - 07.2023
Customer Service Manager
Grupo Rey
08.2010 - 12.2011
Head of Customer Care
Digicel Panama
08.2008 - 07.2010
Organizational Development Consultant
Intelfon
05.2005 - 05.2008
Bachelor of Science - Marketing
Souther University & Agricultural & Mechanical