Lorena P. Molina
Great Lakes, IL--in/LorenaMolina
Business administration
Senior-level manager with expertise in advanced and complex customer service environments with international companies in multiple countries. Proficient oral and written communicator, presenting complex data in understandable manner. Collaborate effectively, leading and working within teams and individually. Bilingual English and Spanish.
Professional Experience
BRIGHTSTAR, Libertyville, IL2016 - 2019
Operations Lead2017 – 2019
Coordinated and monitored daily functions, including handling of sales orders, staffed personnel within areas and handling and inventory control functions.
Identified and implemented innovative ways to reduce department costs, one of the process was changed in order the reduce the operation times
Improved efficiencies and customer satisfaction. Couching the team in order to prevent quality issues
Quality Inspector, Cellphones2016 – 2017
TELEFÓNICA MOVISTAR, Nicaragua2012 - 2015
Department Manager for various departments
Department Manager, Call Center, Executive Customer’s office, Online Channels- Leadership
Analyzed and developed strategies by area, in order to reduce budgets and improve the leads (coaching)
Analyzed and developed strategies with the team leaders, employing monthly reports and monitoring archived goals and opportunities for improvement.
BANK, PROCREDIT, Nicaragua2010 - 2012
Coordinator
Coordinated team of 8 personnel managing account of over $2M in assets.
Planned, evaluated and promoted developmental, achieving better customer service experience with clients.
Analyzed and developed projection models, in order to catch new costumers.
Administrative Assistant: scheduling appointments with customers and phone communications, filling, faxing and scanning.
Education & Certifications
Bachelor of Business Administration (BBA), Commerce and Business, Universidad Catolica Redemptoris Mater (UNICA) Managua, Nicaragua
Postgraduate certificate, Marketing Strategies, Universidad Catolica Redemptoris Mater (UNICA) Managua, Nicaragua
Skills
Microsoft Office: Word, Excel, PowerPoint, outlook
