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Bolivia
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Soporte Administrativo

Sobre mí
Tengo 18 años de experiencia en el servicio de atención al cliente. Fui entrenada en una gran empresa de telecomunicación en Canadá y me desempeñé como Jefa de Equipo durante 10 años.

Puedo proporcionar Atención y asistencia al cliente con un trato cordial y amable soy experta en data entry, marketing research, E-Commerce,  soporte telefónico y haré todo lo posible para asistir sus clientes.  La comunicación es mi pasión y creo firmemente en la plena comprensión de las necesidades de los clientes con el fin de lograr la satisfacción del cliente.

Quedo a su disposición para cualquier pregunta o consulta que pudiera sugerirle y de lo contrario puede dirigirse al tel. 591-70538839 o por e-mail mabelalejandra@live.ca

Sin más añadir, se despide atentamente,


Mabel Alejandra Muñoz Vivanco.
Historia laboral
EXPERIENCE
BELL CANADA
Direct Marketing Associate February 99 – April 01
Identified customers’ needs quickly resolving queries and by leading and executing on effective sales strategies with confidence and ease.
Solidified our relationship with the customer by taking the initiative to go above and beyond to exceed the customers' expectations.
Built relationships with your colleagues to maintain a positive and innovative atmosphere as part of our Bell Direct Marketing Sales Team.
Knowledgeable about the products, services and promotional campaigns Bell offered by presenting customized solutions to our customers.
Provided customer service in an outbound/inbound environment in a timely fashion ensuring customer satisfaction.
Marketed Researched potential value customers and contacted via outbound calls.
Received sales and customer relations recognitions awards every month.
ANE – Support Business Administrative April 01 – May 02
Responsible for analyzing and managing specific access network facility requirements to meet both immediate and future network needs.
Initiated activities included issued work orders to the field, coordinating and negotiating due dates related to work orders, following up and reviewing to ensure completion of work orders.
Provide support to field forces with provisioning inquiries related to network status and requirements. Accepted responsibility of special projects as required.
Worked closely with marketing partners to execute strategic event activity in multi dwelling buildings.
Manage and update a database to track all event activity.
Arranged all event logistics: set-up, signing of contracts, payments etc. Also ordered and distributed promotional materials.
Manage relations with Bell preferred vendors to enable execution.
Occasionally attend events to audit execution and provide feedback and drive improvements.
ANE – Networking Provisioning - AWG (Access working group) May 02 – September 06
Answered Network requests; determined relief solutions to meet all time frames.
Analyzed coordinator and or contractors rough work for completeness and accuracy; analyzed fiber and copper base.
Created/updated work plans in SAP and Net X, created WBS and issue Networks in SAP.
Responsible for high level project pricing and billing. As well in loop run and brig tap.
Responsible for analyzing the design work in order to prepare and update schematics in Net-X.
Responsible for closure of Networks in Net X, IMAP, IPAIR, TAR, SAP and Net X.
Experienced in the operations of telecommunications networks, including expertise in the service provisioning and service assurance areas.
3
EXPERIENCE
Access Network Provisioning – Asset Management Team September 06 – October 07
SAP support for Asset Management Team-Supported the team.
Responsible for closure of Network in SAP and Net X.
Maintained and updated several data bases and prepared statistical and tracking reports including Budget Analysis, Capital variance.
Responsible for monthly investigation of a sampling of WBS.
Responsible to answer requests from various departments through various systems, maintaining and updating several databases.
Responsible to coordinate activities which are under time restriction and unpredictable work load.
Access Network Provisioning -Mega Team October 07 – December 2011
Responsible for managing and coordinating all administrative function related to the completion of milestone dates on Mega Networks.
Coordinate with internal and external customer for all related activities such as jeopardy management and analyzing work plans.
Respond to call/escalations with external clients: investigate and resolve complex or unusual cases or serious complaints; answer queries of a technical nature.
Responsible of negotiation of new due date when completion date is compromised by various issues.
Coordinating the completion of provisioning and assurance work or service orders done by technicians.
Responsible to escalate due dates optimizing force from internal and external technicians to proper schedule work load on due date by partnering with jeopardy handling associates.
Tracking and escalating all escalations and follow through to internal and external customer up to completion.
Verity order for accuracy and completeness and ensure availability of equipment and material.
Coordinate with all involved departments to ensure due date can be met and advice internal and external customer of the new date.
ANE-Network Provisioning February 2013- June 2015
Responsible for analyzing plans ensure plans meet all engineer requirement
Responsible for scheduling plans engaging multi contractors.
Responsible for analyzing outside plans – and Bell equipment.
Responsible to coordinate issuance of Specs with other groups validating equipment required.
Keep SAP Milestones currently through the various installations phases.
Coordinate, direct and support all internal and/or external resources through project completion.
Manage the budget of projects to ensure there is no budget over runs to optimize financial integrity.
Seek approval from Network Manger’s for budget revisions.
Maintain all databases such SAP/NR/EOL/AOL/ESS/CATS.
Consult and/or develop company documents, schematics or procedural manual and consult suppliers and company practices.
On an ongoing bases. Respond to general inquiries from various departments.
Go to personable assist, train new hired managers detailing the scope of work: Ready design, engineer, PENG plans.
Expert in Word/Excel PC skills go to person for last minute projects.
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4
EXPERIENCE
Access Network Engineering
Help Desk Escalation Support Project Management July 2015 –February 2016
Provide support to the employees assigned that pertain to Access network Engineering.
Support applicable Engineering Design Section members for Daily Workload Management.
Elaborate documents following the analysis of repetitive situations.
Conduct quality audits as per set standards.
Coach and deliver training sessions as required.
Participate in process improvement of Projects.
Responsible to develop and maintain individual coaching and training logs.
Responsible to assist in the introduction of new system, practices and procedure.
Responsible for analyzing work operations to improve performance and results
Responsible to complete and support various metrics and repots.
Responsible to evaluate the impact of trailing and develop action plan as per results in coordination with management.
Guide management teams in identifying the right measures/indicators required to effectively manage the business unit.
Prepares documentation; collects, analyses, organizes and tracks a wide variety of data related to all employees in the business unit and the region.
Analyzing work operations to improve performance and results.
Answered Ad hoc requests from report users regarding data, metrics, and report usage and data sources.
Made decisions and took appropriate action to ensure data integrity and overcome system issues.
Responsible to provide one on one or group training and pro-active coaching to employees live
or through conferencing.
Support and assist in the introduction of new or existing systems, practices and procedures
aligning with corporate initiatives/direction, evaluate the impact of the trainings and develop
action plans as per results in co-ordination with management, develop training packages and
various job aids, distribute support complete various metrics and repots.
Bolivia Technology Outsourcing
Customer Service Representative December 2016 –Present
 Analyze report and provide recommendations and develop strategies on how to improve
customer service quality while optimizing productivity.
 Provided eCommerce Customer Support Service.
 Maintain a high level of knowledge of the service assurance business processes and is
accountable to enhance the customer’s service assurance experience.
 Interface with various internal (including the Incident Management teams) and external
groups (partners and suppliers). Build and maintain strong relationships to deliver on
business requirements and meet customer expectations.
 Marketed Researched potential value customers and contacted via outbound calls and email for BTO.

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