Dora Elena A. Email & Phone Number

Área Metropolitana De Barranquilla

- Implemented and tracked strategies for the Firewall support team to reach the key performance indicators (KPIs) targets, resulting in 80% increase in compliance.- Revamped workload management system, increasing productivity and decreasing customer wait times by 80%, reaching and exceeding the CSAT target.- SharePoint created with processes, benefits, and all team related information for the engineers to have it all in one place to improve the team organization and communication.

Área Metropolitana De Barranquilla

- Centralized case and queue handling rules for the CUCM team to promote the teamwork, leading to a healthy and trusted work environment where the engineers where feeling supported by management and started collaborating more between them.- Developed team objectives and streamlined work processes, including those on the existing SharePoint resulting in a reduction in errors and an overall improvement of team performance by 35%.

Área Metropolitana De Barranquilla

- Consistently achieved highest customer satisfaction ratings among team of engineers, meeting KPIs goals and receiving recognition multiple times on company recognition program.- Assisted manager in creating schedules and implementing team rules, leading to a more organized and efficient workflow. Recognized as a strong leader within the team.

Industrial Engineering

Ingeniería Industrial: https://app.certika.co/badges/Nzg4MA==

Diploma In Strategic Management, Industrial Engineering

Labor Technician In Installation And Maintenance Of Networks And Telecommunications