Karen Mendoza Email & Phone Number

• Operate safely and in compliance with all established HSSE policies and procedures• Develop ad-hoc SQL queries to extract, analyze, and disseminate information as required by business stakeholders• Define, develop, test and implement a wide spectrum of basic business reports using standardized reporting technologies• Produce technical documentation and user guides for new and existing applications• Provide reference for users by writing and maintaining user documentation; providing help desk support; training users• Identify opportunities to improve the efficiency of business processes through better utilization of software systems• Participate and be involved in the evaluation, design and implementation of new IT projects and software products• Assist with defining project requirements by identifying project milestones, phases, and elements; forming project team; establishing project budget• Monitor project progress by tracking activity; resolving problems; publishing progress reports and recommending actions• Provides effective troubleshooting and problem resolution for software application issues• Contribute to team effort by accomplishing related results as needed• Maintain system protocols by writing and updating procedures

• Assisted customers by providing exceptional customer service, accurately and efficiently processing their transactions. • Engaged with customers by actively listening and asking questions. • Introduced customers to appropriate Wells Fargo team members to help meet their financial needs. • Helped customers with appropriate self-service digital options • Complied with policies and procedures to minimize risk. • Maintained a cash drawer that included cash handling and balancing• Completed teller transactions for customers.

Main Responsibilities:• Managed, trained, and coached a team of Link Developers• Responsible for the processes, budget, and quality of team performance• Improved and reinforced the backbone of the team by promoting rapport and competitiveness• Fully responsible in hiring staff; including applicant screening and interviews• Directly reported to the Head of Offshore operationsHighlights:• Devised compensation and rewards program to manage attrition rate • Increased team performance and productivity to 120% as monthly average• Maintained staff satisfaction and increase individual motivation• Was able to lower team budget and expenses while increasing performance• Has driven the Team lead group forward and challenged co-managers. Helped the group progress in required skills. • Helped out in career development for the office, including commission model and promotion process• Devised rewards and recognition for staff.

Philippines

Main Responsibilities:• Managed and coached a team of 17 Technical Support staff• Ensured team performance by improving service quality through coaching and training• Provided performance reviews to each staff• Provided technical support to North American English trainers via phone calls, email, and personal approach on how to use our in-house software, computer software and hardware problems, and with their network connection issues and hardware problems in our office • Provided customer service to European clients (English learners) and European colleagues• Fully responsible in recruitment including interviewsHighlights:• Established a department composed of teams responsible in providing technical assistance and customer service• Devised a functional Service Level Agreement that improved customer satisfaction and quality of service

Philippines

• Providing Desktop, Networking and Technical support to US, Philippines, and Other Foreign Employees within the company (including creation of all accounts needed)• Acting as General support for the company and routing task to different department• Responsible for replicating and documenting bugs or errors• Provides input for creating new processes within the team• Basic configuration of VOIP phones (CISCO) for new trainers• Technical and administrative support via instant messaging, phone, email correspondence and remote assistance(windows)• Mediation between end-users and IT(Development) team• Email Service administration: manage email accounts and updates• Troubleshooting LAN problems in the absence of the Networking Team• Troubleshooting the production server in the absence of the DBA team• Back Office Management: Creating Access changing rights for the users