Lucy Abigail Mendoza Fuentes
Guatemala City
Summary
Detail-oriented with strong knowledge in Sales Cloud, Service Cloud and Communications Cloud of Salesforce, working in different roles as a consultant, administrator, trainer, support and final user of those solutions. Offering in addition background and knowledge in project design, management and execution.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Cloud Operation Engineer Senior
TIGO (Millicom)
10.2022 - Current
- Streamlined operational workflows for incident management, contributing to faster resolution times and increased overall efficiency.
- Provided timely technical support to users experiencing issues with Salesforce.
- Reduced downtime during maintenance windows with careful planning and execution of server updates and patches.
- Worked with teams of talented software engineers to define, build and maintain Salesforce.
- Reviewed existing systems and made recommendations for improvements.
- Coordinated deployments of feature updates and fixes.
Proyect Consultant IT - Salesforce
SOPESA
11.2020 - 10.2022
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Mentored junior team members for career advancement, fostering pipeline of future leaders within organization.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service.
- Controlled costs to keep business operating within budget and increase profits.
CRM Consulting Manager
BPO Innovations
08.2017 - 11.2020
- Enhanced customer satisfaction with prompt issue resolution through effective CRM management.
- Reduced manual data entry tasks by creating automated processes within CRM system.
- Trained new employees on CRM usage, fostering culture of data-driven decision-making within company.
- Collaborated with cross-functional teams to define business requirements and tailor CRM system accordingly.
- Actively contributed to companies growth by leveraging insights from customer data within CRM system for strategic decision making.
Education
Master of Science - Direction And Production of E-learning Content
Universidad Galileo
Guatemala City, GU12.2022
Master of Arts - Formulation And Evaluation of Projects
Universidad San Carlos De Guatemala
Guatemala City12.2020
Bachelor of Science - Business Administration
Universidad San Carlos De Guatemala
Guatemala City, Guatemala12.2019
Skills
- Salesforce Implementation and supporting
- Project planning and development
- Team Leadership
- Problem-Solving
- Customer Service
Certification
- Salesforce Administrator Certified, Apr. 2017, Credential ID: 17156125
- Salesforce Sales Cloud Consultant, Oct. 2017, Credential ID: 17827781
- Salesforce Service Cloud Consultant, Jan. 2019, Credential ID: 17156125
- Scrum Master Certified, Nov. 2023, Certificate ID: 812538
Languages
Spanish
Native language
English
Upper intermediate
B2
Timeline
Cloud Operation Engineer Senior
TIGO (Millicom)
10.2022 - Current
Proyect Consultant IT - Salesforce
SOPESA
11.2020 - 10.2022
CRM Consulting Manager
BPO Innovations
08.2017 - 11.2020
Master of Science - Direction And Production of E-learning Content
Universidad Galileo
Master of Arts - Formulation And Evaluation of Projects
Universidad San Carlos De Guatemala
Bachelor of Science - Business Administration
Universidad San Carlos De Guatemala
Similar Profiles
Gonzalo EndaraGonzalo Endara
FINANCE AND CONTROL MANAGER LATI BOLIVIA at MILLICOM – TIGOFINANCE AND CONTROL MANAGER LATI BOLIVIA at MILLICOM – TIGO
Gerardo Duarte CarballoGerardo Duarte Carballo
Key Account Manager at Millicom Tigo Costa RicaKey Account Manager at Millicom Tigo Costa Rica
Roberto MolinaRoberto Molina
Gestores Architech at Millicom Tigo PanamaGestores Architech at Millicom Tigo Panama