Astrid Fuentes
Gurabo
Summary
Results-driven and highly organized supervisor with over 19 years of experience in the telecommunications industry. Skilled in leading teams, optimizing processes, and driving strategic initiatives. Demonstrated ability to enhance operational efficiency, improve team performance, and achieve business objectives. Known for developing and implementing innovative solutions to complex challenges, fostering a collaborative work environment, and managing cross-functional teams. Strong interpersonal and communication skills with a talent for building relationships and leading projects to successful completion. Currently seeking a project management position to leverage expertise and contribute to the growth and success of a forward-thinking organization.
Overview
19
19
years of professional experience
Work History
Business Knowledge Supervisor
Liberty Business
03.2024 - Current
- As a Business Knowledge Supervisor, I manage and oversee the development, organization, and dissemination of knowledge within Liberty Business.
- My role involves: knowledge management, information governance, team leadership, training and development, collaboration, continuous improvement, driving process improvements, optimizing resource allocation, and enhancing stakeholder engagement in a fast-paced environment.
Business Process Expert
Liberty Business
07.2023 - 03.2024
- As a Business Process Expert, I specialize in analyzing, designing, and optimizing business processes to improve efficiency and effectiveness within the organization
- My role involves: Process Analysis, Process Design, Implementation, Stakeholder Collaboration, Performance Monitoring.
Client Solutions Executive S1 PR
Liberty Business
01.2019 - 07.2023
- As a Client Solutions Executive, I provide sales, upgrades, and renewals of existing accounts
- I identify sales opportunities based on customer's needs and offer cybersecurity services.
Sales Solutions Consultant Retention PR
AT&T Small Business Solutions
11.2015 - 12.2018
- Provides ongoing support for sales force in all interactions involving upgrades and renewals of existing accounts
- Supports and maintains operational processes for the sales team.
Business Sales Specialist
AT&T Small Business Solutions
06.2011 - 11.2015
- Customer Advocate for all Care activities for select business customers
- Work closely and partner with the Business Care Managers and Sales team to assist in the support of selected Global Markets Group or Corporate Markets Group portfolio accounts with customized business needs.
Customer Service Representative
AT&T Mobility
10.2010 - 06.2011
- Manage customer service issues, telephone sales, handle account changes and updates.
Collections Representative
AT&T Mobility / Cingular Wireless
07.2005 - 10.2010
- Manage customer service issues and collection issues, handle company accounts, telephone sales, assist customers with outstanding balances.
Education
Master of Business Administration (M.B.A.) - Marketing -
University of Phoenix
12.2012
Skills
- Excellent communications skills, both orally and in writing
- Completely bilingual (Spanish & English)
- Computer-literate with strong knowledge of Microsoft Office apps
- Ability to work with customers under pressure while performing day to day operations
- Ability to use standard office equipment
- Responsible, organized, creative, and fast learner
- Problem-solving abilities
- Teamwork oriented
- Emotional Intelligence
- Training and Support: Providing training and support to staff to ensure successful adoption of new processes
- Project planning and development
- Strategic Planning
Languages
Spanish
Proficient
C2
English
Advanced
C1
Timeline
Business Knowledge Supervisor
Liberty Business
03.2024 - Current
Business Process Expert
Liberty Business
07.2023 - 03.2024
Client Solutions Executive S1 PR
Liberty Business
01.2019 - 07.2023
Sales Solutions Consultant Retention PR
AT&T Small Business Solutions
11.2015 - 12.2018
Business Sales Specialist
AT&T Small Business Solutions
06.2011 - 11.2015
Customer Service Representative
AT&T Mobility
10.2010 - 06.2011
Collections Representative
AT&T Mobility / Cingular Wireless
07.2005 - 10.2010
Master of Business Administration (M.B.A.) - Marketing -
University of Phoenix
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