Estefanny Pérez

Managed project scope, resources, timelines, and budgets to meet or exceed project goals and objectives, while adhering to industry standards and best practices. Facilitated communication and collaboration among stakeholders, including clients, suppliers, and internal teams, to foster a culture of trust and shared accountability. Led the implementation of new programs for new clients, collaborating with cross-functional teams to deliver high-quality solutions that align with business objectives. Successfully implemented new programs (lines of business) for existing clients, ensuring on-time and within-budget delivery while meeting or exceeding customer expectations. Maintained a strong focus on customer satisfaction, working closely with clients to understand their needs and deliver solutions that exceed expectations.

Maintained detailed records of customer interactions, including inquiries, complaints, and resolutions, to ensure consistent and accurate customer service. Used a comprehensive knowledge base, FAQs, and training resources for accurate customer support. Effectively handle customer inquiries and complaints through various channels while providing exceptional customer service and resolving issues efficiently. Stay current on customer service trends, best practices, and technology. Leverage customer feedback and insights to identify areas for improvement and make data-driven recommendations to management.

Managed and supervised a team of engineers and technicians responsible for the implementation, maintenance, and optimization of Wonderware SCADA systems. Developed and executed SCADA system procedures, standards, and best practices, ensuring compliance with company policies, industry standards, and regulatory requirements. Implemented and maintained data management and reporting systems to ensure accurate and timely information is available for decision-making purposes. Monitored and analyzed key performance indicators (KPIs) to identify areas for improvement and implement corrective actions, driving continuous process optimization. Demonstrated strong leadership, communication, and collaboration skills in all SCADA system-related activities, fostering a culture of teamwork, innovation, and continuous improvement.