Jennifer Porras Serrano

Managed and coordinated project workflows to ensure timely completion of tasks and objectives. Allocated resources and prioritized tasks to optimize internal processes and deliver effective results. Supervised account information records and provided proactive solutions to customer complaints, ensuring quality service within defined time limits. Maintained consistent communication with internal teams to implement policies and strategies for enhanced customer experience.

Led creative point-of-view initiatives, proposal development, and stakeholder management across teams. Provided leadership for teams of 15-20 members, ensuring workflow alignment and productivity. Handled large volumes of chats, emails, and communication channels to support project and operational goals. Managed Artificial Intelligence order processing with a focus on precision and professionalism. Developed visual handbooks for agents, improving service quality and operational efficiency. Participated in projects aimed at improving metrics, streamlining workflows, and strengthening team collaboration.

Delivered technical solutions and customer service for mobile and computer systems, using troubleshooting skills and standard operating procedures. Simplified complex IT concepts for clients, ensuring effective communication and satisfaction. Managed CRM and ERP tools for tracking client interactions and follow-ups. Scheduled technical support follow-ups and provided timely resolutions for customer issues.