Alejandra Arciniegas

Responsibilities

• Develop / Update project plans which would include information such as project objectives, technologies, systems, information specifications, schedules, funding, and staffing.
• Submit project deliverables, ensuring adherence to quality standards.
• Prepare project status reports by collecting, analyzing, and summarizing information and trends.
• Introduced higher standards for customer service and increased efficiency by streamlining operations.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
• Created customer support strategy to increase customer retention

Achievements

• Coordinated resolutions for more than 10 daily customer inquiries while consistently achieving performance targets.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Completed special projects by using effective decision making, critical thinking and time management skills
• Increased first call resolution from 75% to 86%.
• Oversaw 100% compliance of meeting SLA's and KPI's in accordance with master services
• Reduced support costs by developing new workflows and support processes.
• Managed Desktop execution of Windows 7 Project for 500+ machines; completed on time.
• Negotiated service change with business unit that increased customer satisfaction while increasing revenue by 15%.
• Improved e-Discovery service level by 40% via process, reporting and documentation improvements.
• Improved change management tracking process and cost estimation for clients resulting in increase of 35% in additional revenue.

Responsibilities

• Lead execution of technology strategy Regionally.
• Define engagement requirements - develop practice methodologies and deliverables for successful integration of key technology components.
• Build and manage top-flight technology team and oversee research and development, as well as project management.
• Performance management for direct reports.
• Reporting and senior administrative duties as required to help run region's business.

Achievements

• Developed processes to save on costs and prevent losses.
• Enhanced regional branch performance by implementing proven management processes to increase revenue.
• Set, enforced and optimized internal policies to maintain responsiveness to demands.
• Reduced operational risks while organizing data to forecast performance trends.
• Coordinated leadership workshops to educate team members on best practices to optimize productivity.
• Trained and guided team members to maintain high productivity and performance metrics.
• Diminished cost of business operation by 45% while boosting sales by 25%.
• Strategically managed resources, milestones and budgets, saving $15k in expenses.
• Provided exceptional customer service to customers, increasing customer loyalty 60%.

Responsibilities

• Leverage strategic planning to penetrate key accounts.
• Develop, maintain and utilize diverse client base.
• Quote prices, credit terms and other bid specifications.
• Identify new business opportunities through cold calling, networking, marketing and prospective database leads.

Achievements

• Coordinated with 10+ departments and vendors for timely delivery of diverse products on portfolio.
• Prospected to increase sales lead pipeline and and converted leads into new customers.
• Developed new business relationships and maintained existing through regular communications and effective account management.
• Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
• Improved account management by predicting potential competitive threats and outlining proactive solutions.
• Increased profits by 30% through effective client engagement.

Responsibilities

• Managed accounts to retain existing relationships and grow share of business.
• Prepare strategic growth plans for territory based on company goals and expectations.
• Support customer´s requirements, (products, services, billing & route technical problems).
• Customer service

Achievements

• Prospected new business leads through in-person presentations and cold calling.
• Boosted customer satisfaction by providing teams with training and skills to optimize service delivery in alignment with individual needs.
• Resolved problems with high-profile customers to maintain relationships and increase return customer base.
• Developed presentations to expand distribution and increase market share and volume 35%
• Maintained responsibility of sales, contracts, negotiations and reporting for account worth over $20k

Responsibilities

• Lead lifecycle of Mobile VAS on-time / within budget project delivery.
• Retail: Products bundle design, joint marketing campaigns (mobile handsets + Apps vendors).
• Corporate market: VAS portfolio development, coordination of joint ventures for Apps Development.
• Mobile Apps (Retail, Business), Special Mobile Services and BlackBerry products.
• Negotiation with current and potential suppliers

Achievements

• Defined & Developed product roadmap in data products field related to Mobile Apps.
• New product’s business logic and functionality design.
• Led RFQ/RFP/RFI tender stages for Voice Mail Migration.
• Project Management ( develop, test and launch processes) for Descargas Digitel portal (Free download Apps Portal), Información 412 (Service and Launch App).
• Led cross-company project team for integration to ADS Server (Mobile Media-Conectium-Digitel) for Mobile Advertising launch.
• Led marketing and CRM-related activities based on Mobile Apps (Carrier´s Basics Services / Portals) Emergencia 412/Informacion 412/Descargas Digitel.
• USSD Products Design&Project Management for billing Platform service development (Kenan, RTBS).
• BlackBerry Projects Evaluation & Leading projects implements (Carrier channel, VPLs, Mobile Apps adapt).
• Researched mobile products market and competitive VAS offers as Business Apps, Mobile Advertising, Apps Portals.

Responsibilities

• Support customer´s requirements, (products, services, billing & technical problems).
• Customer service.
• Keep track of sales/ marketing Results.
• Market analysis to offer additional products/services to client base.
• Meet/exceed company established market share goals by effectively growing existing territories.

Achievements

• Secured competitor business via strategic marketing, service programs and promotions.
• Coordinated full sales lifecycle from proposal development to closings and follow-up.
• Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
• Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
• Addressed multiple industry issues and provided client support.
• Liaised between clients and support team to quickly resolve issues.

• Presented proposals to customers at industry events, such as conferences and trade shows
• Coordinated with third-party stakeholders to draft multi-provider bids and proposals
• Led bid planning from strategic formulation phase through final validation and submission
• Collaborated with bid project team to assemble proposals and produce customer-facing materials

• Recommended and proposed new and advanced equipment and techniques based on performance capabilities, limitations and cost.
• Implemented, developed and maintained telecommunications disaster recovery plans to guarantee business continuity.
• Evaluated and tested software and hardware to determine compatibility with existing systems, efficiency and reliability.