Lissa Fuentes
Miramar
Summary
Dynamic, proactive and results-oriented professional with extensive experience, adept in project coordination and customer satisfaction through effective communication and strategic planning. Experienced with project coordination, ensuring tasks are completed on time and within scope. Utilizes strong planning and organizational skills to manage resources effectively. Track record of enhancing team collaboration and streamlining workflows to drive project success.
Overview
9
9
years of professional experience
Work History
Roaming Coordinator
AT&T(Wireless Maritime Services)
10.2019 - Current
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
- Managed project/launch timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
- Assisted in recruitment efforts by coordinating interviews and managing onboarding activities for new hires.
- Increased client satisfaction by facilitating clear and consistent communication between project teams and stakeholders.
- Improved project outcomes with meticulous attention to detail in planning phases, ensuring all requirements were met ahead of deadlines.
- Facilitated cross-departmental workshops to identify process improvements, leading to more efficient workflow and reduced bottlenecks.
- Enhanced team communication by implementing weekly coordination meetings and detailed project update emails.
- Enhanced project tracking by developing comprehensive database, which allowed for real-time updates and adjustments.
- Supported successful project completion by meticulously reviewing and updating project plans to reflect changing needs and objectives.
- Implemented digital filing system, drastically reducing retrieval times and improving document organization.
- Trained team members on products to support promotional efforts.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Hired, managed, developed and trained staff, established and monitored goals.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Organized and maintained project documentation, enabling quick access to important information and facilitating smoother project transitions.
- Collaborated with IT to develop user-friendly project management tool, streamlining project tracking and reporting.
- Streamlined administrative processes, allowing for more efficient use of resources and better support for project teams.
- Prioritized and managed multiple projects simultaneously, ensuring all met their deadlines and objectives without compromising quality.
Incident Coordinator
AT&T (Wireless Maritime Services)
07.2016 - 10.2019
- Increased customer satisfaction with timely resolution of incidents through efficient triage and prioritization processes.
- Reduced the number of repeat incidents by implementing thorough post-incident reviews and action plans.
- Maintained accurate records of incidents, ensuring comprehensive documentation for future reference and analysis.
- Provided timely updates to management on incident progress, maintaining transparency and managing expectations throughout the resolution process.
- Evaluated the effectiveness of incident management tools and systems, recommending upgrades or replacements when necessary for improved performance.
- Coordinated training sessions for team members on incident management best practices, strengthening overall team performance.
- Played a key role in maintaining business operations during high-stress situations, working closely with stakeholders to mitigate the impact of incidents on productivity and customer satisfaction.
- Enhanced incident response times by streamlining communication and coordination between teams.
- Facilitated smooth hand-offs between shifts by thoroughly documenting incident status updates and ensuring clear communication among team members.
- Contributed to business continuity planning by identifying potential risks and developing mitigation strategies for critical incidents.
- Collaborated with cross-functional teams to identify root causes and develop preventative measures for recurring issues.
- Supported a culture of continuous improvement by actively participating in regular team meetings and providing constructive feedback on incident management processes.
- Implemented an effective escalation process, ensuring prompt attention from senior leadership when required for high-priority incidents.
- Optimized resource allocation during major incidents by coordinating closely with managers from affected departments.
- Acted as a liaison between technical teams and end-users, helping to translate complex technical information into easily understandable terms during incident updates.
- Promoted a proactive approach to risk mitigation through early identification and resolution of potential incidents.
- Improved the efficiency of incident management processes by regularly reviewing and updating standard operating procedures.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed, configured and maintained computer systems and network connections.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
- Developed and implemented preventive maintenance procedures.
- Generated reports to track performance and analyze trends.
- Helped streamline repair processes and update procedures for support action consistency.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Offered assistance in implementing and developing training programs.
- Assisted in development of system security protocols.
Education
M.D. - University of Valladolid
Masters Degree in IT
Valladolid, Spain07-2015
M.D. - CUJAE
Masters Degree in Telecommunications
La Habana, Cuba07-2013
Telecommunication Engineer - Telecommunications
CUJAE
La Habana, Cuba07-2009
Skills
- Work Planning and Prioritization
- Decision-making
- Project coordination
- Discretion and confidentiality
- Schedule coordination
- Recordkeeping
- Document management
- Project Support
- Project assistance
- Schedule management
- Point of contact
- Operations management
- Report writing
- Professional networking
- Team oversight
- Data retrieval systems
- Problem-solving
- Time management
- Attention to detail
- Clear communication
- Team collaboration
- Adaptability and flexibility
- Verbal and written communication
- Deadline management
- Conflict resolution
- Handling complaints
- Staff training
- Customer service management
- New hire orientation
- Goal setting
Personal Development Courses
Maria Elena Badillo - Volviendo al SER retreat.- February 2025
Yoel Sardinas - My Best Investment Year.- January 2025
Maite Issa - Tu Exito es Inevitable retreat.- January 2025
Joe Dispenza - Redisena tu Destino.- December 2024
Joe Dispenza - La Formula.- November 2024
Maite Issa - Manifiestalo: Abundance course.- October 2024
Maria Montemayor - Soy Abundante.- September 2024
Nilda Chiaraviglio.- Relacion con tus limites.- May 2024
Nilda Chiaraviglio.- El camino a ser Adulto.- April 2024
Anamar Orihuela - Heridas Transgeneracionales.- March 2024
Regan Hillyer - The Art of Manifesting.- February 2024
Anamar Orihuela - Transforma las heridas de tu Infancia.- August 2023
Marissa Peer - Abundance and The Power of your Mind. - May 2023
Vippasana.- Meditation Retreat.- July 2021
Borja Vilaseca - Master en Desarrollo Personal y Liderazgo.- April 2021
Tony Robins - UPW: Unleash the Power Within.- March 2021
Maria Elena Badillo - Corazon Abundante, Vida Abundante.- March 2021
Maria Elena Badillo - Cuando tu cambias todo cambia.- January 2021
MindValley - LifeBook Mastery.- April 2020
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Roaming Coordinator
AT&T(Wireless Maritime Services)
10.2019 - Current
Incident Coordinator
AT&T (Wireless Maritime Services)
07.2016 - 10.2019
M.D. - University of Valladolid
Masters Degree in IT
M.D. - CUJAE
Masters Degree in Telecommunications
Telecommunication Engineer - Telecommunications
CUJAE
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