CECILIA MONDRAGÓN MÉNDEZ
Industrial Engineering
San Miguel Amantla
Summary
Degree in Industrial Engineering with 7 years of experience in coordination and management of traditional projects focused on the area of Telecommunications and IT. My current Customer Support role at Juniper Networks has allowed me to learn even more about project management and multidisciplinary work.
Overview
11
11
years of professional experience
1
1
Certification
1
1
Language
Work History
Implementation Specialist
HIRE RIGHT
01.2023 - Current
- Coordinate, provide support and implement Drug Health Services to the client and their applicants to ensure accurate and prompt resolution of their inquiries. Process incidents for new customers as well as performing maintenance tasks for existing customers. Perform set up and manage customer accounts. Investigate and resolve issues with setup error and implement new solutions. Accomplish KPIs and SLA expected and manage all assigned cases for an effective completion. Identify risks and stablish a solution to avoid impact to customers. Provide customer service to internal and external customers. Manage of CRM platforms for the creation, monitoring and support of the cases.
- Led implementation of client onboarding processes, ensuring adherence to best practices and timelines.
- Collaborated with cross-functional teams to streamline system integrations and enhance user experience.
- Developed and delivered training materials for end-users, increasing adoption of software solutions.
- Analyzed client feedback to identify areas for improvement, driving ongoing enhancements to implementation procedures.
- Implemented quality assurance protocols to verify system functionality and compliance with client requirements.
- Conducted detailed requirements analysis for each project, creating customized solutions based on client needs.
- Developed strong relationships with clients, fostering trust and confidence in the implementation process.
- Managed multiple implementation projects concurrently, maintaining strict deadlines without compromising quality or scope.
- Contributed to the continuous improvement of implementation processes through regular feedback sessions and lessons learned discussions.
Customer Support
JUNIPER NETWORKS Inc.
01.2019 - 01.2023
- Coordination and management of CRM platforms for the creation, monitoring and support of technical and administrative cases that our main telecommunications and cellular telephony client (Telmex) may present. Log management involving KPI's requirements for the proper procedure of the SLA's with which it has been agreed. Logistics and monitoring for replacements of equipment and parts that the client can present considering delivery times using SAP and platforms as a tool. Creation of requests for guides and collections. Inventory management of the equipment involved. Inventory management of the pieces that make up the equipment. Support in support requests and translation via zoom or telephone with engineers and client. Management of office parcels and advanced English language.
Commercial Coordinator
INTELLI SITE SOLUTIONS
01.2017 - 01.2019
- Development and coordination of processes under Traditional and operational model, administering and managing the potential of the technological and human team in charge of the activities carried out, identifying the areas of opportunity with evaluation and analysis resulting in the necessary tools for timely customer follow-up. Under the good performance, projects with clients such as Telefónica Movistar, AT&T, Telcel and ALTAN networks could be closed.
Quality Control
SCARLET WIRCOM
01.2016 - 01.2017
- Creation and definition of manuals of operational and administrative processes of all areas of the company, using Microsoft Visio for the application of diagramming, giving advances in the functions of each collaborator with respect to the quality of operation, showing these process manuals and the appropriate tools to the personnel (PPE protective equipment, training and technological elements for their performance) proposing the adoption of best engineering and administrative practices, mostly establishing a continuous improvement plan.
Education Counsellor
LATINO AUSTRALIA EDUCATION
01.2015 - 01.2016
- Personalized advice to clients interested in academic studies in Australia and New Zealand, managing and administering quotes, receipt of documents, logistical follow-up of the entire process with educational institutions and the student, promoting with marketing designs taking control of the database.
Education
Degree - Industrial Engineering
INSTITUTO POLITECNICO NACIONAL - UPIICSA
01.2015
Skills
Certification SCRUM FUNDATION (Certification ID 80647111)
Certified Intermediate English Level (A2) Fluent English Reading and Writing (ID 50105 Oxford English)
Office 365 packages
NLP course with leadership (London School of business and Finance) (CPD Membership 1457)
ITIL FOUNDATION course
Certification
SCRUM FOUNDATION
Timeline
Implementation Specialist
HIRE RIGHT
01.2023 - Current
SCRUM FOUNDATION
10-2022
Customer Support
JUNIPER NETWORKS Inc.
01.2019 - 01.2023
Commercial Coordinator
INTELLI SITE SOLUTIONS
01.2017 - 01.2019
Quality Control
SCARLET WIRCOM
01.2016 - 01.2017
Education Counsellor
LATINO AUSTRALIA EDUCATION
01.2015 - 01.2016
Degree - Industrial Engineering
INSTITUTO POLITECNICO NACIONAL - UPIICSA