Oracle Customer Relationship Manager
JESSICA MARIA LOPEZ RAMIREZ
INGENIERO INDUSTRIAL Y DE SISTEMAS
Summary
Diligent Quality Manager with 28 years of experience making sure products and services meet internal and external standards. Skilled in project management, promote change and statistical analysis. Organized and analytical with excellent written and verbal communication skills.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
28
28
years of professional experience
21
21
years of post-secondary education
3
3
Certifications
1
1
Language
Work History
Quality Manager
Tigo Honduras
Tegucigalpa
03.2016 - Current
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Gained extensive knowledge in data entry, analysis and reporting.
- Provided professional services and support in a dynamic work environment.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Learned and adapted quickly to new technology and software applications.
- Identified issues, analyzed information and provided solutions to problems.
- Proven ability to learn quickly and adapt to new situations.
- Organized and detail-oriented with a strong work ethic.
- Cultivated interpersonal skills by building positive relationships with others.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Improved quality processes for increased efficiency and effectiveness.
- Created and managed project plans, timelines and budgets.
- Evaluated customer needs and feedback to drive product and service improvements.
- Mentored and coached Six Sigma Green Belts in lean manufacturing and continuous improvement processes.
- Established and tracked quality department goals and objectives.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Recorded, analyzed, and distributed statistical information.
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
- Collaborated with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans.
- Drove implementation of formal 6 Six Sigma program resulting in $1.4M cost savings thru effective and strategic process improvement.
Process Manager
Tigo Honduras
Tegucigalpa
05.2013 - 03.2016
- Managed change among staff to achieve buy-in and cooperation and overcome resistance.
- Analyzed steps of activities to discern existence of business processes for formalization.
- Evaluated corporate business processes to align outcomes with strategic goals and corporate vision.
- Promoted change through positive promotion, benefits demonstration and interactive approach.
- Established team priorities, maintained schedules and monitored performance.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Business Manager
Interbroker Honduras
Tegucigalpa
10.2012 - 05.2013
- Communicated with customers and vendors positively with particular attention to problem resolution.
- Created, managed, and executed business plan and communicated company vision and objectives to motivate teams.
- Supported business management projects by monitoring and tracking risks, issues and action items.
- Developed initial sales roadmaps and market strategies to promote successful product launches.
- Improved business profits through innovative cost containment and revenue generation techniques.
- Anticipated financial impact from operational issues and worked with leadership to develop solutions.
- Researched industry and marketplace trends to enhance sales techniques and meet customer needs.
- Provided feedback on effectiveness of strategies, selling programs and initiatives and identified areas requiring improvement.
Customer Service Consultant
Digicel Jamaica
Kingston
02.2012 - 04.2012
- Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
- Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
- Collaborated with sales and service departments to implement proactive changes based on customer feedback, leading to direct drop in customer complaints.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Evaluated credit reports to uncover problems and develop strategies for consolidating and reducing client debt.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Applied effective time management techniques to meet tight deadlines.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
Customer Service Director
Digicel Honduras
Tegucigalpa
05.2011 - 01.2012
- Devised recommendations to streamline and simplify customer support system and improve response time.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Analyzed customer feedback and identified areas for improvement, leading to increased customer retention.
- Resolved escalated customer service disputes and complaints, leading to increased customer satisfaction.
- Developed customer service scorecards to measure customer service performance.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Enforced adherence with company policies among customer service team members to maintain consistent service provision.
- Created and maintained customer service policies and procedures, contributing to improved customer retention.
- Coordinated customer service team projects, achieving successful on-time completion.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Improved office operations by automating client correspondence, record tracking and data communications.
Head Customer Service Manager
Digicel Honduras
Tegucigalpa
06.2008 - 05.2011
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Created and reviewed invoices to confirm accuracy.
- Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Generated customer satisfaction surveys to analyze results into action plans.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Process Improvement Coordinator
Claro Honduras
Tegucigalpa
06.2004 - 06.2008
- Applied mass balance, capability analysis and design of experiment to process improvement for overall process overhaul.
- Conducted thorough reviews of operations to devise and deploy improvement strategies.
- Evaluated current processes to develop improvement plans.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Produced detailed and relevant reports for use in making business decisions.
- Leveraged on-site observation and personal interviews to identify team and individual strengths.
- Restructured procedures through coordination with compliance director to create and execute projects.
- Gathered, documented, and modeled data to assess business trends.
- Directed preparation of regular and special budget reports to interpret budget directives and establish policies for execution.
- Executed financial controls, procedures, systems and forecasting techniques to evaluate budget status.
- Utilized financial software to prepare consolidated financial statements.
- Created and managed financial models to evaluate corporate investments and acquisitions.
Senior Customer Service Coordinator
Megatel Honduras
Tegucigalpa
09.2003 - 06.2004
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Completed point of sale opening and closing procedures.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Developed and implemented successful staff incentive programs to motivate employees.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reduced operational risks while organizing data to forecast performance trends.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reported issues to higher management with great detail.
Customer Service Manager
Respuesto Y Automoviles SA
Tegucigalpa
05.2001 - 09.2003
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Created and reviewed invoices to confirm accuracy.
- Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
- Generated reports and data visualizations from focus groups and used in presenting findings to clients and senior management.
Operations Customer Service Manager
PROINSA
Tegucigalpa
06.2000 - 04.2001
- Reduced operational risks while organizing data to forecast performance trends.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Trained new employees on proper protocols and customer service standards.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Mitigated business risks by working closely with staff members and assessing performance.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Assisted in recruiting, hiring and training of team members.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
Production Operations Manager
Honducomp
Tegucigalpa
02.1999 - 06.2000
- Sourced materials to keep up with production goals and meet customer demands.
- Reviewed work for quality and compliance with company standards and design specifications.
- Standardized production procedures, job roles, and quality assurance guidelines.
- Resolved issues quickly to maintain productivity goals.
- Managed continuous improvement initiatives to drive gains in quality, flow, and output.
- Determined suitable crew requirements, scheduled employees, and worked with human resources to meet changing production schedules.
- Created streamlined production schedules and collaborated with production employees to communicate objectives and goals.
- Managed internal operational standards and productivity targets.
- Estimated labor requirements to support anticipated workload.
- Studied department operations to assist with development of new or improved methods of tooling and production processes.
- Reviewed maintenance and repair problems to determine appropriate action for resolution.
- Partnered with leadership on recruiting, hiring and coaching production personnel.
- Prepared and maintained production reports and personnel records.
- Managed personnel by implementing company policies, procedures, work rules, and disciplinary action.
- Coordinated with other departments to align production with customer requirements.
- Utilized data analysis tools to identify and resolve production issues.
- Delivered direct feedback to senior management regarding project visibility and status.
Production Manager
Industrias De Exportacion
Tegucigalpa
08.1995 - 12.1998
- Reviewed work for quality and compliance with company standards and design specifications.
- Sourced materials to keep up with production goals and meet customer demands.
- Managed continuous improvement initiatives to drive gains in quality, flow, and output.
- Resolved issues quickly to maintain productivity goals.
- Wrote and conducted formal performance reviews for production personnel.
- Managed internal operational standards and productivity targets.
- Studied department operations to assist with development of new or improved methods of tooling and production processes.
- Delivered direct feedback to senior management regarding project visibility and status.
- Estimated labor requirements to support anticipated workload.
- Determined suitable crew requirements, scheduled employees, and worked with human resources to meet changing production schedules.
- Analyzed production data and prepared reports for senior management.
- Monitored inventory levels and restocking schedules to avoid production delays from unavailable materials.
- Created and oversaw production schedules and adjusted as needed to meet deadlines.
- Updated logs and submitted timely reports detailing activities in line with regulatory standards.
- Scrutinized production output and identified areas for improvement.
- Coordinated with other departments to align production with customer requirements.
- Collaborated with technical and administrative teams to develop and implement successful corrective plans.
- Enforced health and safety protocols to promote safe working environment.
- Oversaw routine maintenance programs and scheduled service to keep equipment functioning at peak levels.
Education
MBA - Finance
Universidad Catolica De Honduras
Tegucigalpa, Honduras 06.2002 - 06.2005
Bachelor of Science - Industrial And System Engineering
Universidad Tecnologica Centro Americana
Tegucigalpa, Honduras 08.1989 - 06.1995
High School Diploma -
Escuela Americana
Tegucigalpa, Honduras 08.1977 - 06.1989
Skills
Quality processes
undefinedSoftware
Casewise Modeler
Microsoft Office
Microsoft PowerBI
Certification
Certified Six Sigma Green Belt
Timeline
Certified Six Sigma Green Belt
06-2021
Certified Data Science:Visualization
06-2021
Certified ITIL Foundation
06-2017
Quality Manager
Tigo Honduras
03.2016 - Current
Process Manager
Tigo Honduras
05.2013 - 03.2016
Business Manager
Interbroker Honduras
10.2012 - 05.2013
Customer Service Consultant
Digicel Jamaica
02.2012 - 04.2012
Customer Service Director
Digicel Honduras
05.2011 - 01.2012
Head Customer Service Manager
Digicel Honduras
06.2008 - 05.2011
Process Improvement Coordinator
Claro Honduras
06.2004 - 06.2008
Senior Customer Service Coordinator
Megatel Honduras
09.2003 - 06.2004
MBA - Finance
Universidad Catolica De Honduras
06.2002 - 06.2005
Customer Service Manager
Respuesto Y Automoviles SA
05.2001 - 09.2003
Operations Customer Service Manager
PROINSA
06.2000 - 04.2001
Production Operations Manager
Honducomp
02.1999 - 06.2000
Production Manager
Industrias De Exportacion
08.1995 - 12.1998
Bachelor of Science - Industrial And System Engineering
Universidad Tecnologica Centro Americana
08.1989 - 06.1995
High School Diploma -
Escuela Americana
08.1977 - 06.1989
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