LIGIA FONSECA SALAZAR

I lead and mentor a team of 11 ITAM specialists, fostering a collaborative and productive environment that promotes team cohesion and professional growth. As the primary client contact, I develop tailored IT asset management strategies, ensuring satisfaction and addressing concerns promptly.

I oversee ITAM projects, including asset discovery, inventory tracking, software license management, and hardware lifecycle management. By continuously enhancing processes and best practices, I boost operational efficiency and client value.

I ensure compliance with industry standards and company policies through periodic audits and risk mitigation strategies. Collaborating with technology vendors, I negotiate contracts and secure optimal pricing.

I generate performance metrics and reports, providing actionable insights for clients and senior management. I also organize training sessions to enhance the team's ITAM skills and knowledge.

Staying current with industry trends, I ensure our practices remain cutting-edge. I build strong client relationships, proactively identifying opportunities to add value and drive retention and growth.

As a Software Asset Management (SAM) Expert, I optimize software and cloud environments using tools like ServiceNow SAM Pro, Flexera, SNOW Software, and Eracent. I ensure compliance, control costs, and enhance efficiency for clients ranging from small businesses to global enterprises with over 300,000 employees.

I have onboarded and trained over 10 clients on leading SAM platforms, delivering tailored solutions and exceptional support. My deep understanding of software licensing for major publishers such as Microsoft, Adobe, Red Hat, and Quest helps clients navigate complex terms and optimize investments.

Recently nominated for the ITAM Review Excellence Awards 2023 as Consultant of the Year, I also shared my expertise as a speaker at the ITAM Review Wisdom NA 2024. I continuously research industry trends and explore new technologies to provide cutting-edge solutions. My proactive approach and ability to identify upselling opportunities demonstrate my commitment to delivering comprehensive value.

Not only as a representative, but as a night shift trainer, I supported offices administration tasks for over 2,000 small to medium-sized companies in the US, assisting with data entry, document management, appointment scheduling, and email correspondence. I provided exceptional support during peak call periods, effectively multitasking while remaining calm under pressure.

I enhanced customer satisfaction by promptly answering and directing incoming calls to the appropriate departments. My thorough knowledge of company services, products, and personnel roles allowed me to effectively address caller inquiries, thereby increasing productivity.

I managed the lifecycle of hardware and software licenses, ensuring accurate acquisition, compliance, maintenance, support, upgrades, and renewals. I identified optimization opportunities for renewals, software licensing, and services, consistently delivering returns on investments through disciplined monitoring and rebalancing of client portfolios.

Collaborating with cross-functional teams, I implemented effective investment strategies that drove positive results for clients. I contributed to the development of new tools and methodologies for analyzing complex financial data, enhancing team efficiency and effectiveness in identifying profitable investment opportunities.

I supported business development efforts by providing expert analytical support during client presentations and meetings, successfully helping to secure new contracts with prospective clients.

Temporary Night Shift position, Worked with credit files, analyzing and processing information as the final tier for consumers disputing credit records. Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.

Efficiently handled high call volumes without sacrificing the quality of interaction or resolution success rate. By maintaining accurate records of all client interactions through diligent use of CRM systems, I enabled targeted follow-ups and efficient customer history referencing.

Streamlined communication channels to improve customer service response times and overall efficiency. Additionally, I retained dissatisfied customers by offering empathetic listening skills followed by effective problem-solving approaches tailored to each individual case.

I reviewed and audited incidents, email, and telephone interactions, and investigated customer survey responses for the Support Center. I facilitated calibration sessions for our quality program, identifying areas for service improvement.

I established strong relationships with cross-functional teams, promoting effective communication and collaboration throughout the organization. As a subject matter expert on regulatory standards and compliance requirements for various industries, I resolved issues efficiently and built excellent employee rapport, enhancing customer satisfaction ratings.

I met tight deadlines to satisfy upper management demands and project timelines. I provided extensive quality assurance training both in-person and via remote teleconferences. I played an integral role in successful project launches by actively participating in pre-release planning meetings and providing valuable input on QA requirements and resource allocation.

Managed high volumes of calls, emails, and chats, identifying and addressing customer needs with accurate information and technical support. I maintained professionalism under pressure, resolving disputes and conflicts effectively.

I resolved customer complaints with empathy, boosting loyalty and repeat business. I handled escalated calls efficiently, achieving satisfactory resolutions for both customers and the company. I promptly addressed concerns and provided accurate information, enhancing customer satisfaction.

I developed strong product knowledge to offer informed recommendations and built rapport through active listening, leading to higher retention rates and positive feedback. I maintained detailed records for proper follow-up and issue resolution.

I collaborated with team members to establish best practices, coached new hires, and consistently exceeded performance metrics, earning top performer recognition. I trained new Customer Service Representatives and participated in cross-functional teams to improve overall customer satisfaction.

• Instructing children – within 3.5- and 7-year-old kids - in activities designed to promote social, physical, and intellectual growth needed for primary school in preschool, emphasizing in the learning activities related to English as a second language.
• Developed strong relationships with parents and caregivers, providing regular updates on their child''s progress and addressing any concerns proactively.
• Developed weekly lesson plans and activities to engage children and promote learning.
• Maintained organized, fun and interactive classroom to help children feel safe.
• Ensured a safe and nurturing environment for all students, adhering to health and safety guidelines in the classroom.
• Established positive communication with parents in daily conversation and formal conferences.
• Boosted children''s social development by promoting positive interactions among peers through group activities and collaborative projects.

• Plan curriculum: Prepare daily lessons and exercises; follow age-appropriate curriculum guidelines for preschoolers
• Social Development activities: Organize and lead activities designed to help students learn.

• Administrative and organizational such as making appointments, typing documents, filing and answering the phone
• Providing information to management, staff and customers.

• Guiding groups and individuals of all ages through the Museum showings and presentations.
• Maintained safety standards during excursions, resulting in zero accidents or incidents.
• Built personal relationships with guests to promote positive experiences.