Elida - Implementation Officer at World Relief Organization

Managua, Managua Department, Nicaraguaen

Successfully conducted training sessions for ERP system users, improving system adoption and efficiency.

Developed comprehensive process manuals, enhancing user understanding and operational consistency.

Published on CazVid

Summary

Dedicated professional with over 7 years in customer service and ERP training, adept at enhancing operational workflows and delivering exceptional support. Fluent in English with a solid foundation in business administration.

Key Achievements

Delivered technical support in customer service, consistently exceeding performance metrics and fostering client satisfaction.
Created engaging presentations to improve team knowledge of system functionalities.

Skills

Customer Service & Technical SupportAdvanced

Experienced in troubleshooting, support delivery, and customer engagement in fast-paced environments.

Training & DevelopmentAdvanced

Skilled in conducting training sessions, creating manuals, and enhancing team understanding of complex systems.

Process ImprovementIntermediate

Capable of designing and implementing process manuals to streamline operations and improve efficiency.

Communication & PresentationIntermediate

Proficient in delivering clear, impactful presentations to diverse audiences.

Experience

Customer Service represent chat and voice campaign

IBEX Nicaragua

2018 - 2020

Delivered technical support and troubleshooting for products and services., Promoted products and services while collaborating with sales and technical teams., Met and exceeded performance metrics, including average handling time (AHT).

Implementation officer

World Relief Organization

2020 - 2025

Conduct training sessions for users on ERP systems and financial processes., Create process manuals for users, Create and deliver presentations to enhance team understanding of system functionalities., Provide technical support for ERP system users, troubleshooting issues and offering solutions., Perform bank reconciliations to ensure accurate financial records., Assist users via Microsoft Teams with system-related inquiries and financial processes., Manage and oversee Accounts Payable, General ledger, Bank Reconciliations, and Credit Card Reconciliations modules., Support managers with back-office financial tasks, ensuring compliance and efficiency., Investigate financial and system-related issues, documenting findings and reporting to relevant teams., Communicate findings and resolutions via professional email correspondence., Provided back-office support for financial transactions, including invoice entries, deposits, and account adjustments.