Ruth Cerda Email & Phone Number

Monterrey, Nuevo León, Mexico

Monterrey, Nuevo León, Mexico

Support IT PMO Director and Program Manager with the coordination of two programs (GP and ERP). Program Reporting• Preparation and posting of Monthly Operating Review deck for GP & ERP programs. Reports involved: o Investment Portfolio Summary o Headcount Trend o Portfolio Health o Spend Request summary o Purchase Requisitions summary• Time tracking report and team communicationEnd-to-end Spend Request Process SME: Work hand in hand with Finance and Vendor Management Office on SOW approval, spend request approval, and Purchase Order lifecycle.Onboarding / Offboarding• Spend request creation and follow up• Purchase Requisition tracking• Purchase Order lifecycle• External Resource Onboarding o Get JCI ID and tool access o Project Resource allocation: assist in managing resources, scheduling, and tracking progress in PPM Tool o New PM: JCI Laptop order and tracking, welcome message with credentials, onboarding session, share useful links, train on JCI tools and processes o Update Onboarding Tracker – new version created for both GP & ERP programs• Offboarding: Disabling JCI ID and tool access, tracking hardware return when needed

Monterrey, Nuevo León, Mexico

EBI PM, Support & Operations Lead• Oversaw corporate tactical engagements. Ensured alignment with internal client expectations and critical business objectives. • Managed an EBI Project and Support teams, emphasizing quality, efficiency, and effectiveness. Instituted performance appraisals, training, and developmental initiatives, enhancing overall team productivity and expertise.• Championed cross-functional teams focused on delivering new and existing projects. Orchestrated inter-departmental activities, promoting seamless integration and timely completion of project milestones.• Employed a combination of strategic oversight and direct involvement to analyze, assess, and re-engineer operations practices, boosting internal client satisfaction levels for corporate engagements.• Established clear expectations with project stakeholders, effectively communicating project scope, goals, and responsibilities, ensuring alignment and transparency throughout the project lifecycle.• Developed and maintained comprehensive reporting procedures. Regularly prepared and disseminated reports detailing project activities, and managerial insights, fostering informed decision-making.• Demonstrated adeptness in identifying and resolving a myriad of challenges, drawing from past experiences to implement solutions that advanced project objectives.• Overlooked the EBI support model, working closely with the India-based support team to ensure prompt troubleshooting, ticket management, and quality internal customer service.• Leveraged feedback and performance metrics to refine processes, practices, and methodologies, driving operational improvements and elevating project outcomes.• Ensured compliance with all organizational policies and standards, tackling diverse tasks as required and adapting to evolving business needs and challenges.

Monterrey, Nuevo León, Mexico

• Championed IT strategy, emphasizing digital innovation for a secure user experience.• Orchestrated end-to-end procurement services, ensuring constructive collaboration between ITS and related teams.• Collaborated closely with global procurement and finance, addressing, and resolving escalated concerns.• Managed technology contract renewals, ensuring uninterrupted service by preventing license expiration.• Administered local support ticketing system, ensuring timely ticket resolutions.

Monterrey, Nuevo León, Mexico

• Project Coordination:· Utilized Waterfall methodology to manage the entire NPS survey cycle, from initiation to closure. Began with clear planning through participant data collation, carried out execution with survey deployment, oversaw monitoring through result analysis, and culminated with a closing phase involving leadership discussions and action planning.· Liaised with the Sales Excellence Team to ensure the database remained updated and played an instrumental role in action plan loop closures, ensuring continuous improvements were achieved from feedback.· Conducted bi-annual survey outcome discussions with leadership, paving the way for strategized improvements in areas that underperformed.· Directed project actions to meet business objectives, maintained an up-to-date team resource reference.• Accounts Payable/Invoicing/Training SME:· Delivered mentorship and training sessions on Ariba system and Accounts Payable protocols.· Curated a comprehensive training module on SharePoint for the Monterrey support team.

Monterrey, Nuevo León, Mexico

• Accounts Payable processes:· Purchase Order requisition and invoice processing.· Creation and update of PO Request Form and standardizing procedures for the team.· SFDC record maintenance.· Creation of Project Codes for billing.• Remote admin assistance for Consulting Project Managers:· Document preparation: Proposals, correspondence, letters, presentations (editing, formatting, printing, copying, and mailing).· Coordinate travel arrangements – air, ground, and lodging, PTA’s, Expense Reports.· File/record maintenance: Correspondence, billing, plan documents, special projects, etc.· Typing correspondence and reports from rough drafts; editing grammar, punctuation, and spelling as needed.· Meeting Coordination: Arrange meetings and conference calls.· Client research and database maintenance (Excel and Salesforce).

Monterrey, Nuevo León, Mexico

• Oversaw quality initiatives, client communication, and trend analyses.• Led global calibration sessions and shared insights with program managers.• Quality Assurance Analyst for NetSpend, Bright House Networks, and Burlington Coat Factory.• Responsible for directing quality initiatives by adhering to the Client’s quality assurance policies and procedures.• Perform monitoring for both Voice and Email interactions, adhering to the highest quality standards.• Ensure the email interactions adhere to the client´s guidelines (correct spelling, grammar, and punctuation) to maintain the client´s professional image.• Conducting trend analysis based on audit results to identify quality and training needs.• Responsible for conducting, coordinating, and moderating calibration sessions with the client and Sutherland Mexico, Philippines, and Alexandria, as well as sharing minutes of the meeting with the team.• Complete all documentation and quality records, fully and accurately.• Responsible for planning and conducting professional PP presentations of Quality reports with involved Program Managers and Quality Managers.• Responsible for analyzing Quality and CSAT results and producing agent and program-based reports, highlighting key findings, and providing leadership with actionable performance data.

Monterrey, Nuevo León, Mexico

• Team Manager for a financial institution campaign (NetSpend.)• Managed teams to meet client benchmarks.• Conduct group training sessions on products and services.• Handle supervisor calls and cases, ensuring the resolution of escalations.• Responsible for developing reports required by the account such as KPI trends and implementing action plans based on quality methodologies.• Evaluate employee performance, prepare appropriate action plans, and conduct annual performance appraisals.• Responsible for employee payroll, incentives, and performance bonuses.

Monterrey, Nuevo León, Mexico

• Provided customer assistance to financial institution users.

Monterrey, Nuevo León, Mexico

Customer Service for Comcast Manassas and Pennsylvania regions.

Monterrey, Nuevo León, Mexico

• Provided psychotherapy services to diverse age groups.• Conducted group therapies and worked on preventive measures in educational settings.