Litzandra Guerrero Arias
Miami,FL
Summary
Dynamic professional with extensive expertise in Development Centers, specializing in technical support and customer service excellence. Proven track record in process optimization and employee training, yielding enhanced customer satisfaction and operational efficiency. Adept at analyzing feedback and executing strategies that fortify client relationships and promote team collaboration.
Overview
20
20
years of professional experience
Work History
Principal Specialist in Commercial Management
Development Centers
Holguin, Holguin
10.2022 - 03.2023
- Provided technical support for customers in resolving complex issues.
- Conducted regular meetings with staff to review progress and address any concerns.
- Developed and implemented specialized procedures for customer service operations.
- Reviewed documents for accuracy prior to submission or publication.
- Assisted in developing strategies to increase customer satisfaction levels.
- Researched and analyzed customer feedback to identify areas of improvement.
- Created training materials for new hires on the company's procedures and policies.
Public Relatation and Comunication
DESOFT
Holguin, Hoguin
01.2009 - 10.2019
- Coordinated with other departments to ensure efficient workflow processes.
- Conducted regular meetings with staff to review progress and address any concerns.
- Developed and implemented specialized procedures for customer service operations.
- Reviewed documents for accuracy prior to submission or publication.
- Analyzed customer needs and recommended appropriate products or services.
- Researched and analyzed customer feedback to identify areas of improvement.
- Generated reports to track performance metrics of team members.
- Performed quality assurance testing on newly developed software applications.
- Assisted in developing strategies to increase customer satisfaction levels.
- Maintained accurate records of customer interactions and feedback.
- Provided technical support for customers in resolving complex issues.
- Provided technical support for users experiencing difficulties with software applications.
- Identified needs of customers promptly and efficiently.
- Determined consumer needs to provide products and services appealing to larger market.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Implemented strategies to take advantage of new opportunities.
- Set specific goals for projects to measure progress and evaluate end results.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Audited company's legal documents to verify compliant policies and procedures.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Monitored operations and reviewed records and metrics to understand company performance.
- Organized client meetings to provide project updates.
- Maintained positive working relationship with fellow staff and management.
- Worked closely with human resources to support employee management and organizational planning.
Specialist C in Quality Management
Pernik Hotel
Holguin, Holguin
09.2003 - 12.2008
- Maintained accurate records of customer interactions and feedback.
- Reviewed documents for accuracy prior to submission or publication.
- Coordinated with other departments to ensure efficient workflow processes.
- Assisted in developing strategies to increase customer satisfaction levels.
- Conducted regular meetings with staff to review progress and address any concerns.
- Generated reports to track performance metrics of team members.
- Researched and analyzed customer feedback to identify areas of improvement.
- Analyzed customer needs and recommended appropriate products or services.
- Provided technical support for customers in resolving complex issues.
- Developed and implemented specialized procedures for customer service operations.
- Implemented process improvements to increase efficiency and reduce costs.
- Identified needs of customers promptly and efficiently.
- Implemented strategies to take advantage of new opportunities.
- Audited company's legal documents to verify compliant policies and procedures.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Set specific goals for projects to measure progress and evaluate end results.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Analyzed key performance indicators to identify effective strategies.
- Determined consumer needs to provide products and services appealing to larger market.
- Organized client meetings to provide project updates.
- Assessed company operations for compliance with safety standards.
- Monitored operations and reviewed records and metrics to understand company performance.
- Maintained positive working relationship with fellow staff and management.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Worked closely with human resources to support employee management and organizational planning.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
Education
Postgraduate Degree - Integrated Human Capital Management
University of Holguín
Holguín, Cuba03-2013
Master of Science - Tourism Management
University of Holguín
Holguín, Cuba12-2012
Postgraduate Degree - Market Research
University of Holguín
Holguín, Cuba05-2012
Postgraduate Degree - Basic Techniques of Organizational Communication
University of Holguín
Holguín, Cuba01-2011
Postgraduate Degree - Public Relations
University of Holguín
Holguín, Cuba09-2009
Postgraduate Degree - Training of Internal Auditors in Quality Managemen
University of Holguín
Holguín, Cuba02-2008
Industrial Engineer - Engineering
University of Holguín
Holguín, Cuba06-2003
Skills
- Technical support and customer service
- Process improvement
- Document analysis
- Customer feedback evaluation
- Employee training
- Client relationship management
- Sales strategies
- Adaptability
- Market research
- Customer relations
- Software expertise
- Task prioritization
- Organizational skills
- Team collaboration
- Data analysis
- English proficiency
Languages
English
Limited
Timeline
Principal Specialist in Commercial Management
Development Centers
10.2022 - 03.2023
Public Relatation and Comunication
DESOFT
01.2009 - 10.2019
Specialist C in Quality Management
Pernik Hotel
09.2003 - 12.2008
Postgraduate Degree - Integrated Human Capital Management
University of Holguín
Master of Science - Tourism Management
University of Holguín
Postgraduate Degree - Market Research
University of Holguín
Postgraduate Degree - Basic Techniques of Organizational Communication
University of Holguín
Postgraduate Degree - Public Relations
University of Holguín
Postgraduate Degree - Training of Internal Auditors in Quality Managemen
University of Holguín
Industrial Engineer - Engineering
University of Holguín
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