Zorauly Suarez
Cicdra
Summary
Dynamic and results-driven professional with over 26 years of experience in the communications industry, recognized for exceptional leadership, operational management, and the ability to coordinate complex initiatives. Proven success in leading high-performing teams, improving customer satisfaction, and driving continuous improvement across multiple service channels. Holds a master’s degree in project management and currently pursuing a Doctorate in Management, supported by a Bachelor’s in Marketing. Eager to apply extensive leadership and communications expertise in a Project Management role focused on efficiency, innovation, and strategic growth.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Store Supervisor
Liberty Puerto Rico
01.2020 - Current
- Lead and motivate a team of sales professionals, ensuring consistent achievement of performance and service goals.
- Oversee daily store operations, aligning business strategies with customer satisfaction and revenue objectives.
- Played a key role in the Liberty–AT&T customer migration project, managing communication flow and client support throughout the transition.
- Implemented operational improvements to increase efficiency and enhance the in-store experience.
- Conduct regular coaching sessions to strengthen accountability and continuous development.
Retail Supervisor / Sales Lead
AT&T Puerto Rico
01.2006 - 01.2020
- Supervised retail operations, including staff management, sales reporting, and goal attainment.
- Collaborated with regional leadership on strategic initiatives to increase market share and customer loyalty.
- Successfully led multiple product rollouts and promotional campaigns.
- Recognized for maintaining top-tier sales and customer satisfaction performance.
Call Center Supervisor
Movistar Puerto Rico
01.1999 - 01.2006
- Supervised a team of customer service representatives in a high-volume call center environment.
- Monitored performance metrics, ensuring adherence to quality standards, response times, and service goals.
- Coordinated training sessions and coaching to improve communication skills and customer experience outcomes.
- Collaborated with management to implement new procedures that streamlined operations and reduced service escalations.
- Developed leadership, organizational, and analytical skills in a fast-paced communications setting.
Education
Doctorate in Management -
Ana G. Méndez University
Orlando06-2026
Master’s Degree - Project Management
Ana G. Méndez University
Orlando01-2023
Bachelor’s Degree - Marketing
Ana G. Méndez University
Puerto Rico06-2021
Skills
- Project Coordination & Implementation
- Cross-Functional Leadership
- Operational Process Improvement
- Strategic Planning & Execution
- Change & Stakeholder Management
- Customer Experience Optimization
- Performance Metrics & Reporting
- Team Coaching & Development
- Risk Identification & Mitigation
- Microsoft Office Suite (Excel, PowerPoint, Word)
- Salesforce
- Data Analysis & Reporting
Certification
- Project Management Foundations (Coursera / LinkedIn Learning)
- Leadership and Communication Skills Training
- Customer Experience Excellence Workshops
Languages
Spanish — Native
English — Professional Proficiency
Timeline
Store Supervisor
Liberty Puerto Rico
01.2020 - Current
Retail Supervisor / Sales Lead
AT&T Puerto Rico
01.2006 - 01.2020
Call Center Supervisor
Movistar Puerto Rico
01.1999 - 01.2006
Master’s Degree - Project Management
Ana G. Méndez University
Doctorate in Management -
Ana G. Méndez University
Bachelor’s Degree - Marketing
Ana G. Méndez University