LAURA MERCADO
Barranquilla,CUN
Summary
Business Manager with +3 years of CX, Finance, Business Intelligence and Project Management experience earned by working at Foundever. Currently leading the CI team of 11 accounts to support with the main objective of driving continuous improvement plans with all functional and operative departments involved, to achieve performance excellence through Lean Six Sigma Methodologies and Innovation Projects.
Overview
4
4
years of professional experience
1
1
Certification
Work History
CI Manager Lvl 1
FOUNDEVER
03.2022 - Current
- Maintaining professional, organized, and safe environment for employees and patrons.
- Achieving departmental goals by developing and executing strategic plans, performance metrics and standard processes.
- Building high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Implementing strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Enhancing customer satisfaction of 11 accounts (BM, JET, GH, DOXO, SQT, Allstate, Lifescan, Cisco, ABC Fitness, MLB and UHC) by creating Business Intelligence Proposals that improves specific processes achieving performance excellence and better client relations.
CI Manager TT
SITEL
10.2021 - 03.2022
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction on 5 accounts (Fiserv, eBay, BBY, UHC, Hello Fresh) by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
CI Analyst
SITEL
10.2020 - 10.2021
- Streamlined reporting processes by creating automated dashboards, resulting in improved efficiency and accuracy.
- Assisted in setting organizational goals by analyzing historical performance metrics and forecasting future trends using advanced statistical techniques.
- Conducted comprehensive market research of 3 accounts (BBY, eBay and Fiserv) to inform competitive intelligence efforts, supporting informed decision-making for product development initiatives.
- Collaborated with cross-functional teams to identify opportunities for process improvements, driving increased operational effectiveness.
Customer Service Representative - FISERV
SITEL
08.2020 - 10.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Industrial Engineer Degree - Engineering
Universidad Del Atlantico
Barranquilla12.2022
English - Language
Universidad Del Atlantico
Barranquilla06.2021
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Training and Development
- Strategic Planning
- Project Management
Certification
- Certified Lean Six Sigma Green Belt, GLSS, USA - 2022
- Certified Lean Six Sigma Black Belt, RPM Academy Ottawa, Canada - 2024
Languages
spa
Native language
English
Advanced
C1
Timeline
CI Manager Lvl 1
FOUNDEVER
03.2022 - Current
CI Manager TT
SITEL
10.2021 - 03.2022
CI Analyst
SITEL
10.2020 - 10.2021
Customer Service Representative - FISERV
SITEL
08.2020 - 10.2020
Industrial Engineer Degree - Engineering
Universidad Del Atlantico
English - Language
Universidad Del Atlantico
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