Summary
Overview
Work History
Education
Skills
Languages
Timeline
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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.
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
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
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
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, LA
12.1987

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

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Ixelda Ivette Jimenez Lieneman