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)
Guatemala City, Guatemala (Remote)
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
Guatemala City, Guatemala (Remote)
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
Guatemala City
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