Gemma Paz Villicana

• Applied innovative teaching methods to encourage biomedical student learning objectives for specific subject Administration and evaluation of bio innovation projects
• Supervised students in their research innovations projects, providing guidance and mentorship for successful completion
• Assessed students' progress and provided feedback to enhance learning.

• Follow up to medical patient appointments in 11 different clinics locations
• Provide patient appointment reminders 24 hours before their medical consultation
• Document in AdvancedMD System all medical notes, prescriptions, upload medical, imaging and laboratory studies on each patient file
• Monitoring of patients with their respective medical insurance company, about records, medical studies and billing
• Strengthened communication skills through regular interactions with patients mostly latin people
• Passionate about learning and committed to continual improvement to patient services and assurance companies
• Developed strong organizational and communication skills with vulnerable patients
• Self-motivated, with strong sense of personal responsibility.

• TravelXmex Company, HSBC, Atos Origin and Ditesa S. A, de C.V.
• Follow up and quality assurance of deliverables in each implemented projects, collection, pipeline and forecast management
• Developed strong relationships with vendors, resulting in better pricing and improved service quality.
• Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
• Assisted in recruiting, hiring and training of team members.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Worked flexible hours across night, weekend, and holiday shifts.

IT services implementations projects including consulting, infrastructure, staff management, operation launch, ISO process and procedures documentation.

Once the project operand, account management on customer relationship management, quality assurance of deliverables, exchange control, invoice collection, pipeline, Third party vendors administration, forecast and collaborate with marketing and sales teams for new business in all this following projects:

· Colombia Movil, Bogota, Colombia (December 2004- April 2005)

Cellular Company. Senior Project Manager

Responsibilities: Several companies’ areas integration in order to implement technology infrastructure, billing applications development and call center for final customers. With 5 million users, around the country.

· Ericsson Telecom (2000-2004).

Project & Account Manager.

Responsibilities: Consulting, implementation and administration of the Ericsson’s Help Desk with 27 first level engineers staff providing service 7x24 to users in 9 countries in 3 different languages, achieving to reach in 2 moths the service levels agreements and getting twice The Best Worldwide Ericsson Help Desk Award

· Cementos Apasco (2004)

Project & Account Manager.

Implementation of the Reengineering Consulting Process for Apasco’s Help Desk. . Applying ITIL methodology. Staff administration with 12 technical support engineers team, providing 7x24 services, and 3 different local technical support companies with national coverage

· Danone de México (2003-2004)

Project & Account Manager.

Danone’s help desk implementation project manager, to provide technical support to all Danone users in México D.F. headquarters, Huehuetoca and Irapuato plants

· Unilever México (2004)

Implementation Project Manager for Unilever’s technical help desk with 15 technical support engineers and 4 technical support suppliers, in 6 different cities in the country

· Avaya (2003-2004)

Project & Account Manager for Avaya’s Help Desk Operation

· Eli Lilly (2001)

Implementation project manager for technical help desk to provide applications support, assets management

Follow up and quality assurance of the deliverables in each implemented projects, collection, pipeline and forecast management
Developed strong relationships with customers and vendors, resulting in better pricing and improved service quality.
Updated and resolved incidents and managed accessory charges objectively while maximizing profit.
Assisted in recruiting, hiring and training of team members.
Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.

· Sales Support (1998–1999) Business Review Board participation, outsourcing services proposal development for new services or customers

· Retevisión, Madrid y Barcelona, Spain (1997) (Long Distance Telephone Company)

Project Leader collaborating with PriceWaterHouse Coopers for the retevision´s call center to provide service 7x24 for the company customers with a 2 million calls volume monthly and 150 on line consultant’s staff

· Grupo Cintra, México DF (1997)

Project manager

Aeromexico: Implementation in the help desk of process and procedures for the Azteca 2000 application support

Mexicana: New help desk implementation in order to support all the Mexicana on going applications and especially for the new application Centauro XXI launch

· Kellogg’s México. Querétaro, Qro. (1997)

Project Manager. Corporate help desk implementation, to provide support for Mexico, Latin America, United States, Canada and Australia users. Reaching very aggressive service levels in the first two months of operation

· Grupo Nacional Provincial, México DF (1996)

Project leader for GNP´s Help Desk implementation for 1200 users and 150 main frame applications

· EDS Help Desk (1995-1996)

On line technical support consultant for EDS, General Motors and Dow Chemical employees

• Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
• Identified key entry points to enhance market penetration and maximize returns.
• Reviewed and mitigated discrepancies to increase sales, reduce costs and streamline processes.
• Coordinated cross-departmental efforts to execute successful marketing campaigns for key accounts.