Andrea Jimenez Email & Phone Number

Gaithersburg, Md, Us

Washington Dc

Supporting teams with managing calendars, scheduling meetings.Creating and editing slide decks for presentations.Coordinating catering and other office events.Assisting with projects and general office support.Greeting guests, answering phones, distributing mail, ordering and restocking office and kitchen supplies, general office upkeep. Other duties as assigned.

United States

Heredia, Costa Rica

Provided executive assistance coordination and support reporting to Country Finance Lead (CFL) and Head of Global Delivery Center (GDC). Key Responsibilities: (1) Manage scheduling and travel arrangements, including car, hotel, flights reservation, submitting expenses, etc., (2) organized and coordinated +30 foreign leadership onsite visits to Costa Rica, managed agenda, trip booking, hotel reservation, team building coordination, etc., (3) managed Fujitsu Corporate Credit cards (up to $65K of credit limit) for other 3 executives, including keeping track of expenses, monthly payments, etc., (4) performed vendor management activities for laptops, office equipment, office supplies, goodies, company and records management, employees transportation, cell phone, including quoting, purchasing, payments to vendor, coordination, receiving and tagging products, etc., and (5) coordinated employee engagement activities for Finance employees (+400 employees in Costa Rica).

Heredia, Costa Rica

Supported supervisory functions supporting British American Tobacco (BAT) account, reported to BAT Operations Manager. Key Results: (1) Led tech support organization for BAT account with a total org of 80+ individuals, main goals were Service Level Agreement (SLA), Quality and Average Handle Time (AHT), keeping all these goals on green, (2) managed group of 9 team managers in day and graveyard shifts, helped them remove roadblocks, address performance issues with associates, etc., and (3) supported implementation of new IT Case Management System called Cherwell, collected inputs to justify implementation, impact measurement, training delivery and lessons learned/feedback collection from associates after deployment.

Heredia, Costa Rica

Started as Call Center Associate, where I provided phone and email support to British American Tobacco employees contacting Fujitsu for IT support. Then, after 11 months Fujitsu promoted me to Quality Auditor, where I supported with quality functions to comply with standards required for British American Tobacco account. Key Results: As call center associate, (1) took calls and answered to tickets to provide support to BAT employees, always maintaining SLA, QA, AHT and customer service metrics on green and as Quality Auditor, (2) conducted quality audits for +3,300 calls and provided coaching to +80 BAT employees receiving calls.

San Jose, Costa Rica

Account dedicated to support Alliance Entertainment, which is distributor of music, movies and consumer electronics. I started as Call Center Associate and escalated up to become the Supervisor in less than 2 years. This was a small account of 30 individuals, therefore I decided to leave to seek for better job opportunities.