Lourdes Colón Cabrera
Kissimmee,Florida
Summary
I hold a degree in Business Administration from the Dominican Republic, with solid experience in customer service, telecommunications, and operations management. I have worked at renowned companies such as Claro Dominicana, where I played key roles in customer service and team supervision in the telecommunications sector. Later, I worked as an Operations Supervisor at Credicefi, a financial institution, and as an Account Manager at PBS Dominicana, where I managed accounts in both the private and government sectors, specializing in the sale of technological equipment. I consider myself a responsible individual with leadership skills, goal-oriented, competitive, and highly focused on achieving results.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Account Manager
PBS Dominicana
06.2019 - 01.2025
- Preparation of Client Quotations - Developed and managed detailed pricing proposals tailored to client needs.
- Private and Government Bidding Processes - Led the preparation, submission, and follow-up of bids for both private enterprises and government entities.
- Product Management and Offering - Analyzed client requirements to propose and deliver suitable product solutions, ensuring alignment with their business objectives.
- Client Visits and Relationship Management - Conducted regular meetings with clients to understand their needs, strengthen business relationships, and identify new opportunities for growth.
Operations Supervisor
Credicefi
10.2018 - 04.2019
- Supervised service personnel to ensure operational efficiency.
- Managed sales and collections, ensuring timely payments and reducing outstanding debts.
- Oversaw payroll reports, including overtime payments, delays, and leave requests.
- Led effective collection strategies for delinquent accounts.
- Managed repossession processes for clients with significant past-due balances.
Supervisor
Claro Dominica
11.2012 - 01.2018
- Supervised sales and service teams, ensuring high-performance standards.
- Provided coaching and mentoring to employees to enhance productivity and customer service.
- Monitored transactions to ensure accuracy and compliance with company policies.
- Optimized time management strategies to improve team efficiency.
Process Analyst
Claro Dominicana
02.2011 - 10.2012
- Identified opportunities for improvement in voice, data, and Claro TV products.
- Documented operational procedures to streamline workflows.
- Established service agreements between departments to enhance coordination.
- Developed key performance indicators (KPIs) and control metrics.
- Designed and optimized process workflows for efficiency.
Training Analyst
Claro Dominicana
05.2010 - 02.2011
- Managed onboarding processes for new hires.
- Provided training on essential office systems and tools.
- Assessed employees' behavioral competencies, strengths, and areas for development.
- Delivered face-to-face coaching and performance monitoring.
- Conducted performance evaluations to track progress and identify training needs.
On-Site Customer Service Representative
Claro Dominicana
05.2009 - 01.2010
- Provided direct customer support, ensuring a high level of service.
- Streamlined request processing to enhance efficiency.
- Managed customer retention strategies and promoted sales opportunities.
Telephone Customer Service Representative
Claro Dominicana
11.2004 - 01.2010
- Delivered courteous and professional customer support over the phone.
- Processed customer requests efficiently to meet service expectations.
- Handled retention efforts and promoted sales to maximize customer satisfaction.
Education
Bachelor of Business Administration -
Utesa University
07-2016
Skills
- Team leadership
- Objective-oriented
- Dependable in commitments
- Ability to thrive in competitive environments
- Goal-oriented approach
- Team coordination
- Efficiency improvement
- Customer engagement
- Sales management
- Account management for private and government sectors
- Understanding of telecommunications systems
- Technology sales expertise
Certification
- Leadership, Empowerment, and Feedback, IMPIRAX
- Excel Diploma, BP TRAINING & INFOTEP
- PowerPoint, INFOTEP
- Writing, INFOTEP
- Effective Coaching, INFOTEP
- Decision Making, INFOTEP
- Administrative Management Process, INFOTEP
- Negotiation Techniques, INFOTEP
- Business Coaching Techniques, INFOTEP
- Personnel Development, INFOTEP
- Modern Management Techniques, INFOTEP
- Supervision Fundamentals, INFOTEP
- Emotional Intelligence, INFOTEP
- English, ITLA
- Competency Development Program for Middle Management, UNIBE
- Workshop: Competency-Based Interview Techniques
Languages
English
Limited Working
Timeline
Account Manager
PBS Dominicana
06.2019 - 01.2025
Operations Supervisor
Credicefi
10.2018 - 04.2019
Supervisor
Claro Dominica
11.2012 - 01.2018
Process Analyst
Claro Dominicana
02.2011 - 10.2012
Training Analyst
Claro Dominicana
05.2010 - 02.2011
On-Site Customer Service Representative
Claro Dominicana
05.2009 - 01.2010
Telephone Customer Service Representative
Claro Dominicana
11.2004 - 01.2010
Bachelor of Business Administration -
Utesa University
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