Summary
Overview
Work History
Education
Skills
Timeline
Generic

Astrid Fuentes

Gurabo

Summary

Resourceful Supervisor recognized for driving high productivity and efficient task completion. Expertise in team leadership, conflict resolution, and operational oversight. Proven ability to enhance communication and problem-solving skills to maintain smooth operations and workplace harmony. Dedicated to creating positive work environments and achieving organizational goals through effective supervision and staff engagement.

Overview

20
20
years of professional experience

Work History

Business Knowledge Supervisor

Liberty Business
03.2024 - Current
  • Managed the development, organization, and dissemination of knowledge within Liberty Business.
  • Oversaw knowledge management and information governance processes to ensure compliance.
  • Evaluated employee performance through periodic reviews and documented results accordingly.
  • Provided guidance and direction to subordinates regarding job duties and responsibilities.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction.
  • Created new strategies for improving customer service standards within the organization.
  • Monitored employee productivity levels on a regular basis to identify areas of improvement.
  • Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.

Business Process Expert

Liberty Business
07.2023 - 03.2024
  • Analyzed and designed business processes to enhance organizational efficiency and effectiveness.
  • Implemented optimized processes through collaboration with key stakeholders.
  • Monitored performance metrics to ensure continuous improvement of processes.
  • Implemented automation strategies to streamline processes and reduce costs.
  • Analyzed existing business processes and identified areas for improvement.
  • Coordinated external vendors during system integration activities and provided technical support when needed.
  • Monitored progress of ongoing projects to ensure timely completion within budget constraints.

Client Solutions Executive S1 PR

Liberty Business
01.2019 - 07.2023
  • Executed sales, upgrades, and renewals for existing accounts in Client Solutions role.
  • Identified sales opportunities by analyzing customer needs and recommending cybersecurity services.
  • Maintained up-to-date knowledge of company's products and services offerings in order to answer questions from customers accurately and quickly.
  • Monitored competitors' activities related to client solutions initiatives in order to stay ahead of the market trends.
  • Provided guidance and mentorship on strategic planning processes related to client solutions initiatives.

Sales Solutions Consultant Retention PR

AT&T Small Business Solutions
11.2015 - 12.2018
  • Facilitated ongoing support for sales force during upgrades and renewals of existing accounts.
  • Maintained operational processes to enhance efficiency within sales team.
  • Provided post-sales support to ensure successful implementations of solutions.
  • Performed competitive analysis of existing solutions in the marketplace.
  • Analyzed customer needs, challenges, and opportunities to develop appropriate solutions.

Business Sales Specialist

AT&T Small Business Solutions
06.2011 - 11.2015
  • Advocated for customer needs across all Care activities for select business accounts.
  • Collaborated with Business Care Managers and Sales team to support customized portfolio accounts.
  • Partnered with Global Markets Group and Corporate Markets Group to address unique business requirements.
  • Provided technical support when needed during customer interactions.
  • Developed a comprehensive training program for new sales staff members.
  • Developed comprehensive presentations outlining products and services offered by the company.

Customer Service Representative

AT&T Mobility
10.2010 - 06.2011
  • Oversee customer service issues, telephone sales, and account modifications
  • Resolved customer complaints promptly and efficiently.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Provided exceptional customer service to ensure customer satisfaction.

Collections Representative

AT&T Mobility / Cingular Wireless
07.2005 - 10.2010
  • Handled customer service and collection issues to maintain positive relations.
    Managed accounts for optimal financial oversight and reporting.
    Performed telephone sales activities to boost overall sales performance.
    Guided customers with outstanding balances towards resolution.
  • Followed up on promises made by customers regarding payments or settlements.
  • Performed other duties as assigned by supervisor or manager.

Education

BBA - Marketing

University of Phoenix
PR
12.2012

Skills

  • Knowledge management
  • Information governance
  • Performance evaluation
  • Customer satisfaction
  • Operational policies
  • Process optimization

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

BBA - Marketing

University of Phoenix

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