Natalia Romero Quesada
San Lorenzo,Flores
Summary
Results-driven IT and Agile professional with expertise in Salesforce development, quality assurance, and customer service. Led transitions and optimized ticketing management using JIRA and Flosum to drive continuous improvement. Enhanced processes and customer satisfaction through effective collaboration across teams to deliver impactful CRM solutions.
Overview
2
2
Languages
1
1
Certification
Work History
Computer Maintenance Assistant
Business SPC International
01.2011
- Performed hardware maintenance and troubleshooting to ensure optimal system functionality.
- Maintained equipment and tools for safe and efficient operations.
- Assisted in routine inspections of facilities and equipment.
- Supported team with general maintenance tasks and repairs.
Salesforce Business Analyst
3M
- Collaborated with cross-functional teams to document project specifications, ensuring alignment with business objectives.
- Gathered requirements from stakeholders to define business needs and solutions.
- Collaborated with project teams to enhance Salesforce functionalities and user experience.
- Translated business requirements into CRM solutions, supporting user adoption, process mapping, and training.
- Analyzed data trends to support decision-making and process improvements.
Quality Assurance Engineer / QA Analyst
3M
- Designed and executed test plans/cases, tracked defects, regression and ensured release quality in Agile teams.
- Identified, documented, and tracked bugs throughout the development process using bug tracking systems such as JIRA
- Participated in continuous improvement initiatives to optimize quality assurance workflows.
Agile Project Manager (Scrum Master)
3M
- Facilitated Scrum ceremonies, removed impediments, coordinated cross-functional teams, and tracked delivery to ensure timely project progress.
- Maintained product backlogs, ensuring items were well defined and prioritized based on business value to support effective sprint planning.
- Guided Product Owners on Agile principles and best practices for managing product backlogs to enhance clarity and alignment with project goals.
- Worked closely with senior management and other stakeholders during strategic planning sessions for upcoming releases.
Ticket Operations Manager
3M
- Managed ticketing operations, SLAs, and workflow optimization for support teams.
- Oversaw daily operations to maintain high standards of efficiency and productivity.
- Resolved customer complaints promptly, ensuring high levels of customer satisfaction.
Salesforce Developer / Administrator
3M
- All kinds of configurations in Salesforce, implemented automations and deployments, managed security and data.
- Assisted in troubleshooting and resolving technical issues within the Salesforce environment.
- Deployed changes between sandbox environments using Change Sets or any other tool (flosum)
- Coordinated software release processes, ensuring smooth transitions between development and production environments.
Helpdesk Transition Specialist (Salesforce)
Feuji
- Led helpdesk transition activities and coordinated platform readiness for support teams across multiple countries.
- Facilitated transitions for clients to ensure smooth onboarding processes.
- Analyzed client needs and created tailored transition plans.
- Collaborated with cross-functional teams to enhance service delivery.
Customer Service Representative
Convergys
- Addressed customer inquiries and resolved issues to achieve performance targets.
- Assisted customers with inquiries and resolved issues efficiently.
- Provided product information and guidance to enhance customer experience.
- Documented customer interactions accurately in the system.
Receptionist
Pearls Dental Clinic
- Coordinated patient intake, managed scheduling, and handled front-desk administration to ensure smooth operations.
- Greeted patients warmly and ensured a welcoming clinic atmosphere.
- Managed appointment scheduling using clinic's electronic health record system.
- Answered phone calls and addressed patient inquiries professionally and efficiently.
Customer Service
McDonald’s
- Delivered frontline customer support, addressing inquiries and processing transactions to enhance customer satisfaction.
Education
Bachelor studies - Psychology
Universidad Hispanoamericana
01-2017
High School Diploma - Technical Certificate in Computer Support & Maintenance
Colegio Técnico Profesional de Flores
01-2011
High school -
Colegio Líder La Aurora
01-2008
Primary education -
Escuela Estados Unidos de América
Skills
- Salesforce Administrator / Certified Salesforce Admin
- Salesforce App builder / App builder certification
- Flosum platform
- QA tools as QTest andTricentis Vera
- QA tools as QTest and Tricentis Vera
- Agile project management
- Technical troubleshooting
- Bug tracking systems
- System maintenance
- Workday
- ERP software basics
- CyberArk administration
- Power BI and SharePoint
- Team leadership
- ITSM best practices
Languages
- Spanish, Native
- English, Advanced
Certifications Courses
- Salesforce Certified Administrator
- Salesforce App Builder
- Jira: advanced administration, custom workflows, Scrum & Kanban
- Certified Product Owner; Kanban member; Scrum
- WLF Leadership Executive Program — ADEN
- Oceano Idiomas — Advanced English
- CCNA Discovery: Networking for Home & Small Business
- Instituto para Universitarios Jiménez — Technician: Maintenance & Repair
- Tools for Success — Politécnico Internacional (English program)
Personal Information
- ID Number: 1-1540-0394
- Date of Birth: 06/24/93
- Marital Status: Single
Languages
English
Full Professional
Spanish
Native/ Bilingual
Certification
- Salesforce Administration
- App builder certification Salesforce
- Certified product owner, Kanban member and Scrum
- WLF Leadership Executive Program ADEN
Timeline
Computer Maintenance Assistant
Business SPC International
01.2011
Customer Service
McDonald’s
Receptionist
Pearls Dental Clinic
Customer Service Representative
Convergys
Helpdesk Transition Specialist (Salesforce)
Feuji
Salesforce Developer / Administrator
3M
Ticket Operations Manager
3M
Agile Project Manager (Scrum Master)
3M
Quality Assurance Engineer / QA Analyst
3M
Salesforce Business Analyst
3M
Bachelor studies - Psychology
Universidad Hispanoamericana
High School Diploma - Technical Certificate in Computer Support & Maintenance
Colegio Técnico Profesional de Flores
High school -
Colegio Líder La Aurora
Primary education -
Escuela Estados Unidos de América