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.
• 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.
• Spend request creation and follow up
• Purchase Requisition tracking
• Purchase Order lifecycle

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.

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.
• 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.
• Remote admin assistance for Consulting Project Managers:· Document preparation: Proposals, correspondence, letters, presentations (editing, formatting, printing, copying, and mailing).· Coordinate travel arrangements –.

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.

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.

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.