Maria Pilar Perez Hernandez
Johns Creek,GA
Summary
Positive and organized, with keen eye for process optimization and workflow management. Familiar with process documentation and software systems, coupled with strong analytical and problem-solving skills. Capable of driving efficiency and ensuring seamless operations in any task undertaken.
Adept at driving process optimization and enhancing productivity, I leveraged process automation and critical thinking at Sinch to spearhead initiatives that significantly boosted efficiency. My collaborative approach and expertise in workflow management fostered team synergy, resulting in innovative solutions and a marked improvement in project delivery times.
As process management professional, brings wealth of experience in overseeing and refining administrative processes to ensure optimal performance. Known for strong focus on collaboration and achieving results, consistently adaptable to changing needs. Proficient in process mapping, quality control, and team coordination.
Overview
25
25
years of professional experience
Work History
Sales Process Administrator
Sinch
02.2021 - 07.2024
- Maintained a safe work environment through adherence to company policies and industry regulations related to process administration tasks.
- Provided valuable insights to management through detailed reports on process performance metrics and KPIs.
- Led successful problem-solving efforts that resulted in innovative solutions for complex workflow challenges.
- Played a key role in achieving significant increases in overall productivity and efficiency by driving process administration optimization efforts.
- Increased overall efficiency by automating repetitive tasks using advanced software tools.
- Supported continuous improvement efforts by actively participating in workshops, trainings, and process review sessions.
- Ensured accurate record-keeping by maintaining well-organized databases and tracking systems for essential business data.
- Boosted team performance with regular monitoring, evaluation, and feedback on individual progress and achievements.
- Streamlined process workflows by identifying inefficiencies and implementing improvements, resulting in increased productivity.
- Served as a subject matter expert on key processes, providing guidance and support to team members when needed.
- Contributed to cost reduction initiatives by identifying areas for improvement and implementing changes accordingly.
- Collaborated closely with cross-functional teams to optimize processes and improve overall operations.
- Assisted in the implementation of new software solutions to further streamline administrative functions within the organization.
- Coordinated with vendors, suppliers, and external partners to ensure timely delivery of products or services required for various processes.
- Enhanced communication between departments through the development of clear procedural documentation and guidelines.
- Ensured compliance with all relevant regulatory requirements by conducting regular audits of internal processes.
- Managed multiple projects simultaneously while adhering to strict deadlines and ensuring high-quality deliverables.
- Developed strong relationships with stakeholders across all levels of the organization to facilitate collaboration on process improvement initiatives.
- Reduced errors by designing and implementing a comprehensive training program for new hires.
- Implemented change management strategies that led to seamless transitions during organizational restructuring efforts.
- Organized and updated databases, records and other information resources.
- Created organized filing system to manage department documents.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Created reports, presentations and other materials for executive staff.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Coordinated office events, seminars and meetings for staff and clients.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
Salesforce Administrator
CLX Communications
02.2017 - 07.2019
- Resolved technical issues promptly and effectively, providing exceptional support to Salesforce users across the organization.
- Enhanced Salesforce system efficiency by optimizing workflows, automating processes, and streamlining data management.
- Proved successful working within tight deadlines and a fast-paced environment.
- Collaborated with cross-functional teams to gather requirements, design solutions, and deploy custom Salesforce features tailored to business objectives.
- Proactively identified opportunities for process improvement within the Salesforce environment by staying current on industry trends and best practices.
- Ensured data integrity and accuracy through regular audits, timely updates, and meticulous record maintenance.
- Played a pivotal role in successful system integrations, working closely with IT and business stakeholders to ensure seamless data flow between platforms.
- Reduced manual workload for sales team members with the creation of time-saving automated email templates and document generation tools.
- Implemented effective backup strategies to ensure data protection in case of unforeseen disasters or failures.
- Boosted user adoption rates by developing coherent training materials and conducting personalized training sessions.
- Maintained high levels of security and compliance by enforcing strict access controls, monitoring user activity, and performing periodic vulnerability assessments.
- Ensured data integrity and compliance by overseeing regular cleanup and maintenance of Salesforce records.
- Customized Salesforce mobile app configurations, enabling sales teams to access critical information and close deals while on move.
- Empowered sales teams with advanced reporting tools by creating custom Salesforce report types and dashboard components.
- Boosted sales team productivity by developing and deploying automated workflow processes that reduced manual data entry and expedited lead follow-up times.
- Led Salesforce end-user training sessions, improving user adoption rates and ensuring that teams could leverage Salesforce functionality to its fullest potential.
- Led team in integration of third-party applications with Salesforce, broadening toolset available for marketing and sales efforts.
- Set up and controlled user access levels across databases to protect important data.
- Implemented security measures to protect vital business data.
- Conducted tests to identify issues and make necessary modifications.
- Implemented BI solution framework for business intelligence projects.
Technical Support Manager
MBlox Inc
08.2005 - 01.2013
- Tracked KPIs and created continuous improvement plans.
- Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Collaborated with cross-functional teams to identify and resolve systemic product issues.
- Analyzed and developed service goals for in-bound call center.
- Developed comprehensive training programs to continuously upskill the technical support team.
- Developed and implemented training initiatives for new hires.
- Established a robust knowledge base, reducing resolution time and increasing first-call resolution rates.
- Reduced ticket backlog by implementing efficient case management strategies and prioritization techniques.
- Optimized scheduling for 24/7 support coverage, ensuring customer needs were met around the clock.
- Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
- Ensured consistent service delivery by establishing quality control measures, including call monitoring and coaching sessions for staff members.
- Analyzed support trends to identify opportunities for product enhancements or additional training resources.
- Increased team productivity by implementing an effective ticketing system for tracking cases and monitoring progress.
Technical Support Manager
McAfee
10.1999 - 07.2005
- Tracked KPIs and created continuous improvement plans.
- Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
- Collaborated with cross-functional teams to identify and resolve systemic product issues.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Streamlined support processes for improved efficiency and faster response times.
- Analyzed and developed service goals for in-bound call center.
- Improved customer relationships through proactive communication and follow-ups on resolved issues.
- Led regular meetings with key stakeholders to discuss ongoing initiatives, challenges, and successes in the support department.
- Supported new product launches through seamless integration of new technologies into existing support frameworks.
- Developed and implemented training initiatives for new hires.
- Developed comprehensive training programs to continuously upskill the technical support team.
- Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
- Reduced ticket backlog by implementing efficient case management strategies and prioritization techniques.
- Contributed to company growth by identifying upsell opportunities during client interactions and coordinating closely with sales teams.
- Coordinated with sales teams to provide pre-sales technical assistance for potential clients.
- Increased team productivity by implementing an effective ticketing system for tracking cases and monitoring progress.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Liaised with other departments to minimize network interruptions and possible downtimes.
- Wrote strategic business plans outlining need for departmental information technology resources.
Education
Bachelor of Arts - English Literature
University of Zaragoza
Zaragoza, Spain06.1997
Skills
- Workflow Management
- Documentation Management
- Process Mapping
- Process Automation
- Time Management
- Problem-Solving
- Customer Service
- Teamwork and Collaboration
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent Communication
- Critical Thinking
- Organizational Skills
- Team Collaboration
- Effective Communication
- Adaptability and Flexibility
- Flexible Schedule
- Team building
- Task Prioritization
- Interpersonal Skills
- Conflict Resolution
- Records and Database Management
- Task Delegation
- Scheduling
- Strategic Planning
- Record-keeping
- Staff Supervision
- Continuous Improvement
- Adaptability
- Project Management
- Employee Scheduling
- Data Analysis
- Hiring and Terminations
- Process Improvement
- Workflow Planning
- Customer Satisfaction Evaluation
- Vendor Relationship Management
Languages
Spanish
Native or Bilingual
Extra Languages
French Fluent
Dutch Proficient
Timeline
Sales Process Administrator
Sinch
02.2021 - 07.2024
Salesforce Administrator
CLX Communications
02.2017 - 07.2019
Technical Support Manager
MBlox Inc
08.2005 - 01.2013
Technical Support Manager
McAfee
10.1999 - 07.2005
Bachelor of Arts - English Literature
University of Zaragoza
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