Liliana Locatelli

Liliana Locatelli 2255 Sand Point Rd. · Discovery Bay, CA 94505 Cell- ·- Strengths and qualifications: • • • • • More than 25years working as a business professional with proven ability in managing multiple projects and successfully meeting deadlines Motivates staff to maximize productivity and improve work process flow Solid planning and organizational skills from inception to completion. Effectively communicating direction and commits people to action. Proven ability to interact effectively with clients and staff at all levels Fluent in both English and Spanish. August 2020 till present • • • • • • • Research and resolve any member and non members issues and/or concerns via telephone /Call Center environment. Strive to resolve any issues on the first phone call Educate them as to what we do and how it all works. Working with one of our Clients/Teladoc, Register members, schedule doctor visit, RX resolution, excuse notes, language barriers etc. Walk them through the app and web applications so that they are able to log into their account. Working with the TWG Ecosystem, Basecamp, TWG Academy, Project bidding world and worldwide communication through Google Meet Always paying attention to detail and accuracy, while maintaining the highest level of customer service and professionalism. With empathy September 2008 – July 2009 • • TalentWorldGroup Plc. Customer Service Representative (Virtual) Language Line Services Sr. Manager - Spanish Interpreter Managed a call center. Interpretation services for: Emergency services- 911, various hotlines, hospitals, medical centers, clinics; police, law enforcement agencies, etc. Maintained extremely high level of confidentiality dealing with SS#, bank account information, passwords etc. Background/Security clearance performed and passed. Accomplishments: • Assisted battered women and children through interpreting legal issues- most found shelters or subsequent housing as a result of my support • Assisted with language interpretation of medical documentation and insurance claims eliminating confusion and communication barriers between service providers January 2001 – July 2002 • Juniper Networks Inc. Sr. Manager - Corporate Marketing Managing Customer Briefing Center and Internal Communication/Community Affairs groups Accomplishments: • Led and managed several project/events; Second Harvest Food Bank and Family Giving Tree, raising 10K. • Managed Internal Product Launch event, in house, under budget, saving the Company $50K. January 2001 – ongoing Juniper Networks Inc. Sr. Manager - Customer Briefing Center (CBC) • Managed all aspect of Customer visits to Headquarter, paying attention to their specific issues and Cultural needs Accomplishments: • Effectively aligned WW sales with Executives, improving sales and customer relations. • Managed cross functional activities to develop topics, presenters list and escalation process for Sales. Implementing new online “Request for visit” form improving sales productivity by 50% • Drove implementation of multi-site video conferencing, maintaining Sales while keeping travel revenue under budget • Trained CBC staff and developed a career path for employees (Coordinator, Specialist I, Specialist II) aligning my local team and the International sites. December 1998 – May 2000 • Cisco Systems Inc. Sr. Manager - Education Business Development, Latin America Explored and developed opportunities with local Corporations, ISP's etc. in order to expand Cisco’s Business in the Education market Accomplishments: • Expanded the Networking Academies program from 0 to 700 students, surpassing stretch goal of 250 students. Developed partnerships with Telefonica for internship of the graduating students • Worked with PR and Marcom to develop joint marketing programs raising visibility for sponsors/ partners June 1998 – December 1998 • Cisco Systems Inc. Sr. Manager - International Lead: Project, Events and Programs Managed 7 people in the PEP team, focused on projects management like CIO summit, Sales Meetings, Customer Stats. Accomplishments: • Developed the Customer satisfaction database • Developed a Communications template for effective communications with the field Sales teams April 1996 – June 1998 • Cisco Systems Inc. International Education Market Development Managed Educational programs with the different International theaters assuring world readiness marketing programs. Accomplishments: • Evangelize EMD programs, officially signing 107 Networking Academies contracts outside the US. • Exposure to high level Executives; Ministry of Education, Government officials, Country Managers etc. working to identify key resources and potential partnerships for the EMD programs October 1993 – April 1996 • Cisco Systems Inc. Executive Briefing Center Consultant International lead responsible for all customer visits. Major contributor to the "International Requirements" Policy and Procedure handbook Accomplishments: • Created an educational tool for field sales force on how to identify and qualify a customer visit to headquarters from an internal/external and cultural perspective • • Education: Implemented processes for improving workflow, productivity and quality of interface between Cisco and the International Customers. Responsible for the design, development and implementation of the Cisco Product Wall, Kiosk and Multimedia demo room displaying the current message and Cisco products in the EBC San Jose University DeAnza College UCLA Marketing Communication Certificate International Business (Import/Export) Psychology