Lucero Paiva Reategui
Project Manager
Warsaw
Overview
6
6
years of professional experience
12
12
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Customer Project Manager 2
Equinix
08.2022 - Current
- Management of cross-functional, multi-site and/or cross-regional deployments to ensure commitments are met.
- Develop and manage overall project schedule, plans and implement those plans through to completion.
- Responsible for holding internal teams accountable for our commitments.
- Developed and initiated projects and monitored performance.
- Planned, designed, and scheduled phases for large projects.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Provided detailed project status updates to stakeholders and executive management.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Maintained open communication by presenting regular updates on project status to customers.
My P&O Operations Analyst – HR
MARS
02.2022 - 08.2022
- Troubleshoot and resolve HR inquiries through various intake channels (Phone, Webchat & General Requests) regarding HR Programs, Policies, Processes (Local & Global) and Systems using available internal resources such as standard scripts, FAQs, policy manuals and desktop procedures in WorkDay and ServiceNow
- Coach service users on how to use HR systems and applicable processes
- Resolve issues while projecting and maintaining a professional customer service attitude and anticipating customer needs
- Prioritize work according to agreed standards in order to achieve SLAs, CSAT, FAR results. Support other team members in case resolution to meet performance metrics.
Backup Manager
Sitel – Equinix
08.2020 - 01.2022
- QA audits, management support and data analysis of the KPIs and Service level of the team.
- Applied leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Monitored workflow to improve employee time management and increase productivity.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Developed and implemented customer service policies to enhance satisfaction.
- Established team priorities, maintained schedules and monitored performance.
Customer service Specialist/Mentor
Sitel – Equinix
05.2020 - 08.2020
- Provide support and assistance to GSD team as well as customers. handing escalated cases as well as auditing QA of GSD team.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Resolved concerns with products or services to help with retention and drive sales.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Tracked customer service cases and updated service software with customer information.
- Trained new hires and performed audits on all team members of GSD team.
Customer service Specialist
Sitel – Equinix
05.2019 - 04.2020
- Provide support and assistance to customers, data processing and problem solving (English & Spanish).
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Customer service
Cineworld
10.2018 - 02.2019
- Provided support and assistance to the customer (English & Spanish).
- Resolved issues and maintained customer service standards.
- Developed customer service scorecards to measure customer service performance.
- Provided comprehensive customer service to drive client satisfaction.
- Provided high-level customer service, resolving issues promptly.
Customer service
Sitel – Lyft Group
04.2018 - 06.2018
- Provided customer service support to clients.
- Met customer service objectives by providing superior customer service to English & Spanish-speaking customers.
- Resolved issues and maintained customer service standards.
- Utilized customer feedback to improve customer service.
Education
High School Diploma -
Colegio Mayor Secundario Presidente Del Peru
Peru 04.2001 - 04.2013
Bachelor’s Degree -
Suleyman Sah University
Turkey2016
BA in International Relations - International Relations
Vistula University
Poland2019
Skills
Analytical Thinking
undefinedPersonal Information
Date of Birth: 05/08/97
Certification
Prince2 Foundations
Timeline
Prince2 Foundations
11-2023
Customer Project Manager 2
Equinix
08.2022 - Current
My P&O Operations Analyst – HR
MARS
02.2022 - 08.2022
Backup Manager
Sitel – Equinix
08.2020 - 01.2022
Customer service Specialist/Mentor
Sitel – Equinix
05.2020 - 08.2020
Customer service Specialist
Sitel – Equinix
05.2019 - 04.2020
Customer service
Cineworld
10.2018 - 02.2019
Customer service
Sitel – Lyft Group
04.2018 - 06.2018
High School Diploma -
Colegio Mayor Secundario Presidente Del Peru
04.2001 - 04.2013
Bachelor’s Degree -
Suleyman Sah University
BA in International Relations - International Relations
Vistula University
Similar Profiles
Fahad HussainFahad Hussain
Techniker Für Den Operativen Rechenzentrumsbetrieb at EquinixTechniker Für Den Operativen Rechenzentrumsbetrieb at Equinix
NICOLE ROLSTADNICOLE ROLSTAD
Executive Assistant to the President at EquinixExecutive Assistant to the President at Equinix
Alexander FisherAlexander Fisher
Technician IV at EquinixTechnician IV at Equinix
Travis DoseTravis Dose
Senior Digital Sales Specialist at EquinixSenior Digital Sales Specialist at Equinix
Aydemir YilmazAydemir Yilmaz
Customer Support Representative at Master Smash BurgerCustomer Support Representative at Master Smash Burger