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Project Manager with 10+ years in IT and software development
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Competencies
Managed large-scale IT projects from initiation to closure, ensuring timely delivery.
Led diverse teams of developers, designers, and stakeholders to achieve project goals.
Applied Agile frameworks for iterative project development and continuous improvement.
Maintained clear and consistent communication with clients to manage expectations and deliver solutions.
Education
Summary
Experienced Project Manager with a strong track record in delivering IT solutions within dynamic environments.
Key Achievements
- Led cross-functional teams in successful project delivery across multiple domains
- Developed project plans, timelines, and resource management strategies
- Facilitated communication between clients and technical teams to ensure project alignment
Experience
Member Services Representative
Serve as the primary point of contact for VIP members, providing personalized travel support and high-end vacation planning for luxury beachfront resorts., Manage complex booking requests, including all-inclusive packages, spa appointments, fine dining, and private airport transportation., Coordinate and upsell luxury experiences across multiple properties, ensuring a white-glove level of service and guest satisfaction., Cultivate long-term relationships with high-net-worth members, maintaining loyalty and ensuring repeat stays through tailored recommendations and premium service., Provide expert advice on resort amenities, exclusive offers, and destination-specific activities., Handle inbound calls and reservations for members traveling across Mexico’s top luxury destinations (Los Cabos, Puerto Vallarta, Riviera Maya)., Recognized for exceeding upsell targets on premium services such as private transfers, all-inclusive upgrades, and concierge bookings.
Collections Agent
Managed inbound and outbound calls to assist U.S.-based clients with vehicle financing and overdue payments., Negotiated payment arrangements and educated customers on financial terms with a customer-focused approach., Maintained high levels of professionalism while handling sensitive account information and resolving disputes., Used internal CRM systems to track payment history, update customer profiles, and ensure compliance with U.S. financial regulations., Built rapport with clients to encourage timely payments and improve retention and satisfaction., Worked in a fast-paced, bilingual (English/Spanish) environment, providing support to a diverse customer base across multiple U.S. states.
Customer Service & Driver Support Representative
Provided bilingual (English/Spanish) customer service and real-time support to Amazon customers and delivery drivers in the U.S., Assisted drivers with route navigation, delivery instructions, and technical issues through internal systems and GPS tools., Resolved customer inquiries regarding orders, delivery times, and package tracking via phone, chat, and email., Maintained high performance metrics in first-contact resolution, empathy, and communication skills., Collaborated with internal logistics teams to solve delivery exceptions and ensure a seamless customer experience.
Customer Service & Technical Support Representative
Delivered bilingual customer service and technical support for residential clients across the U.S., resolving issues related to internet, cable TV, VoIP phone, and home security services., Troubleshot technical problems related to modems, routers, TV boxes, and Xfinity home apps, ensuring high first-contact resolution rates., Performed cross-selling and upselling of additional services, including phone, cable, streaming, and home security, based on client needs and eligibility., Educated customers on package benefits, bundled promotions, and device optimization, increasing customer satisfaction and service adoption., Met and exceeded monthly sales and performance targets in a fast-paced, metrics-driven environment.