Monserrat Alanis Salinas
Querétaro City, Querétaro
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence. Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements. Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Business Analyst / Data Analyst
TATA CONSULTANCY SERVICES
12.2023 - Current
- Conducted in-depth data analysis to identify trends and opportunities for process optimization
- Collaborated with cross-functional teams to gather business requirements and translate them into technical specifications for development projects
- Collaborating with stakeholders to translate business requirements into actionable user stories with clear acceptance criteria, ensuring they were ready for inclusion in sprint planning
- Working with PO to prioritize user stories based on business value
- Providing clarification and additional contest to dev team during refinement
- Collaborating with DEV team and PO during sprint planning meetings to discuss user stories, estimate effort and define sprint goal
- Reviewing competed user stories during sprint review meeting to ensure they meet the acceptance criteria
- Creation of Business Rules with blueprints in Confluence so the team can have all the business requirements.
- Worked effectively in fast-paced environments.
Team Lead
TATA CONSULTANCY SERVICES
06.2022 - 12.2023
- Resolved customer complaints quickly and efficiently, resulting in a satisfaction rating of 95% and a decrease in customer service inquiries of 30%
- Did the analysis on different reports sent by client and provide results to stakeholders, review data and produced different ideas on how to increase results
- Managed a team of 16 employees
- Actively maintained product knowledge to answer basic support requests
- Spearheaded the implementation and maintenance of customer satisfaction surveys, identified areas of improvement, and developed new training programs for customer service staff
- Led daily customer service operations, responsible for contact management, resolution tracking and communicating with product management on customer feedback and trends
- Used CRM system to process customer inquiries and inquiries tracking and configured it to ensure the data is accurately reflected in reports
- Shape Drove the launch of new product/services/features in market by providing customer feedback and insights into the process to ensure customer needs are met
- Facilitate stakeholder collaboration as requested or needed.
IT
GE
03.2021 - 03.2022
- Technical Support: Respond to user inquiries and issues through various channels (email and in person), diagnose problems, and offer effective solutions to hardware and software-related concerns
- Troubleshooting: Utilize strong problem-solving skills to identify the root cause of technical problems and apply appropriate fixes or workarounds to restore functionality
- Ticket Management: Log, track, and manage support tickets in a timely and organized manner, prioritizing critical issues for quick resolution
- Software and Hardware Configuration: Install, configure, and maintain software applications, operating systems, and computer hardware for optimal performance
- Remote Support: Offer remote assistance to users who are unable to resolve issues onsite, ensuring a consistent level of support regardless of the user’s location
- Administer all aspects of active directory group policy such as creating and managing end user active directory.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Support Function
Teletrac Navman
06.2019 - 03.2021
- Provide effective technical support to customers using salesforce as CRM
- Provide clients with information on available upgrades and troubleshoot the system
- Acted as a single point of contact for chat support, new LOB (Line of Business), in charge of training internal staff members on the platform, processes and procedures to facilitate consistent and seamless company operations
- TN360 (Platform) POC (Point of Contact), development of plans and effective strategies for this large-scale project
- Daily meeting of KPIs presenting numbers and providing ideas and feedback on how to improve
- Daily reports to ensure the agents were on target on the different KPIs provided
- Keep track of cases and solutions to each-one Shape Innovate different ways to get CSAT surveys and strategies on how to provide better customer service.
Team Lead
Uber Technologies
12.2016 - 04.2019
- Payment resolution on drivers and partners
- Received raw data, analyzed data, and provided results everyday of different KPI (Key Performance Indicators) to the client
- Find techniques for effective Product Goal definition and Product Backlog management
- Helped employees and stakeholders understand and instill an empirical approach for complex work
- Designed training and peer-mentoring, as well as the training of drivers and partners on the different changes on the app if any, also on how to use the application correctly
- Developed processes to ensure that all stakeholders were kept informed throughout the product’s lifecycle and used data-driven insights to inform decisions about feature prioritization and resource allocation
- Provided feedback directly to stakeholders on different issues we were facing and provided ideas on how it could be resolved
- Created an anti-fraud team, making the company save money by catching these frauds in social media etc
- Act as the primary point of contact on behalf of the customer to identify the product requirements for the development team
- Payment POC for Northeast area, providing support to these areas and improving the processes regarding our partners' payments
- KPIs were followed and presented monthly.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
Education
UMOV University
07.2024 -
High School Diploma -
AcreditBatch
11.2021
Skills
- Windows
- Microsoft 365
- Zendesk
- Project Management
- Jira
- Service Now
- Stakeholder Management
- Business Strategy
- Business Requirements
- Agile
- Data Analysis
- Requirements Gathering
Accomplishments
- One of the leads in a new launch of a product.
- Certification of Scrum Master by TCS
- Global recognition for 1 of the 9 values of the company (Adaptive), making me the first person in Mexico to have this shoutout.
- Recognition by Tier 2 department for exhibiting behavior, be effective and Fortive9 value, Leads trough FBS.
- Selected to lead the launch of one LOB in the company.
- CSAT top performance for 12+ months
- Leading the scorecard for 5+ months on top 1
- Completed Wings 2 Program in iEvolve portal.
Languages
Spanish
English
Portuguese
Awards
- Star of the Month - TCS
- Best Performer Award - Uber
- Fortive Award Adaptive - Teletrac Navman
Certification
- Scrum Master Certification by TCS
- Certified ScrumMaster (CSM)
Timeline
UMOV University
07.2024 -
Business Analyst / Data Analyst
TATA CONSULTANCY SERVICES
12.2023 - Current
Team Lead
TATA CONSULTANCY SERVICES
06.2022 - 12.2023
IT
GE
03.2021 - 03.2022
Support Function
Teletrac Navman
06.2019 - 03.2021
Team Lead
Uber Technologies
12.2016 - 04.2019
High School Diploma -
AcreditBatch
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