Lorena Carrillo-Rojas Email & Phone Number

Support Product Analyst (SPA) Lead and managed a team in an operation’s department for over 5 years during the supervisors absence while ensuring all operational activities were flawless, weekly reporting metrics complete, coordinated training, and accurate decision making. Initiate and follow through on process improvements to slash redundant work and increase productivity by 40%. Slashed documentation errors by 90% by spearheading technical documented training standard operating procedures (SOP) for the team Provide quality customer service by assisting with system anomalies, script issues, customer inquiries and discrepanciesCoordinator for wellness and employee morale outreach programs as a committee leader following up with all project management for health events

Support Product Analyst (SPA) Lead and managed a team in an operation’s department for over 5 years during the supervisors absence while ensuring all operational activities were flawless, weekly reporting metrics complete, coordinated training, and accurate decision making. Initiate and follow through on process improvements to slash redundant work and increase productivity by 40%. Slashed documentation errors by 90% by spearheading technical documented training standard operating procedures (SOP) for the team Provide quality customer service by assisting with system anomalies, script issues, customer inquiries and discrepanciesCoordinator for wellness and employee morale outreach programs as a committee leader following up with all project management for health events

Analyze and validate real-time tracking data round-the-clock support during critical mission activities for navigation teams and external customers. Provide top notch customer service for smooth resolution of anomalies between project navigation teams, DSN engineers, and external agency customers.Provide informal supervisor duties including responsibilities to ensure all team product deliveries are error free and delivered on timePerform research to investigate, report anomalies, inquire customer concerns, and close out Discrepancy Report (DR) data anomalies

Managed and organized all front office administrative activities reducing confusion and improving customer service by 50%. Supervised customer service representatives, improved all work processes for the front office, and exporting documentation slashing customer service, reps and courier redundant work by 40%.Spearheaded process improvement methods for administrative projects, accounts payable, accounts receivable, payroll, importing and exporting reports and databasesTrained employees on customer service materials in accordance to U.S. and International Customs regulations. Effectively coached my team on work instructions, process improvement, and, increased productivity by 50% Increased delivery metrics by troubleshooting complex tracking and, delivery issues efficientlyregulations Solved complex tracking and delivery issues efficiently under pressure

B.S, Management

Studied Business Management courses and worked on projects with teams from the University of Phoenix (UOP).

General Education

Activities and Societies: General education