Adriana Azofeifa Gonzalez
Change And Configuration Manager
Heredia,Barva
Summary
Dedicated and results-driven professional with experience in customer service, change management, and configuration management. Proven track record of effectively managing organizational transitions, implementing process improvements, and ensuring seamless customer experiences. Adept at building strong client relationships and leading cross-functional teams to achieve business objectives.
Overview
17
17
years of professional experience
2
2
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Billing and Collections Specialist
Corporación Servivalores
01.2007 - 08.2007
- Managed accounts receivable processes, including invoicing, payment collections, and reconciliation, to ensure timely and accurate processing of customer payments
- Resolved billing discrepancies and disputes promptly, investigating root causes and coordinating with internal departments to address issues and prevent recurrence
- Provided courteous and professional customer service to clients regarding billing inquiries, payment options, and account updates, resolving issues and ensuring customer satisfaction
- Facilitated money transfers and wire transfers for customers, adhering to regulatory requirements and security protocols to safeguard against fraud and financial risks
- Collaborated with cross-functional teams, including finance, sales, and customer support, to streamline billing processes, improve collections efficiency, and enhance overall service delivery
- Stayed abreast of industry regulations, best practices, and emerging trends in billing, collections, and customer service, incorporating relevant knowledge into daily operations and process improvements.
Customer Service Representative
Sirius Satellite Radio
08.2007 - 10.2007
- Provided exceptional customer service via phone, email, and chat channels, addressing inquiries, resolving issues, and ensuring customer satisfaction
- Demonstrated excellent communication skills to effectively convey information about products, services, policies, and procedures to customers
- Utilized active listening techniques to understand customers' needs and concerns, demonstrating empathy and patience in every interaction
- Successfully resolved escalated customer complaints and issues, implementing creative solutions to meet customer expectations while adhering to company policies
- Collaborated with cross-functional teams to coordinate problem resolution and ensure timely and accurate responses to customer inquiries
- Maintained detailed records of customer interactions, inquiries, and resolutions in the CRM system, ensuring accuracy and completeness of information
- Participated in ongoing training and development programs to enhance product knowledge, communication skills, and problem-solving abilities.
Secretary/Customer Service Representative
Advanceme Computer Management Engineering
10.2007 - 02.2008
- Managed front desk operations, including greeting visitors, answering phone calls, and directing inquiries to the appropriate departments
- Provided administrative support to senior management, including scheduling appointments, coordinating meetings, and handling correspondence
- Demonstrated exceptional customer service skills in handling inquiries, resolving issues, and ensuring customer satisfaction
- Acted as the primary point of contact for customer inquiries, both in-person and over the phone, providing information about products, services, and company policies
- Utilized strong organizational skills to maintain filing systems, manage office supplies, and ensure the efficient flow of daily operations
- Processed incoming and outgoing mail, packages, and deliveries, ensuring timely distribution to the appropriate recipients
- Assisted with basic accounting tasks, such as processing invoices, expense reports, and purchase orders, in collaboration with the finance department
- Maintained confidentiality and discretion in handling sensitive information and documents related to company operations and client interactions
- Collaborated with cross-functional teams to address customer inquiries, resolve issues, and improve overall service delivery
- Participated in training programs and professional development opportunities to enhance skills in customer service, communication, and administrative tasks.
Service Desk Administrator & Quality Monitoring Agent
Hewlett Packard
05.2008 - 11.2014
- Service Desk Administrator: Managed service desk operations, serving as the primary point of contact for IT-related inquiries, incidents, and service requests from internal users
- Logged and prioritized incoming tickets in the service management system, ensuring accurate categorization, assignment, and resolution of issues within established service level agreements (SLAs)
- Escalated complex or unresolved issues to appropriate technical teams or vendors, following escalation procedures and ensuring timely resolution and communication to stakeholders
- Quality and Monitoring Agent: Conducted quality assurance evaluations and monitoring activities to assess the performance and adherence to quality standards of service desk representatives
- Developed and implemented quality monitoring criteria, scoring methodologies, and performance metrics to measure individual and team performance effectively
- Reviewed recorded interactions (calls, chats, emails) between service desk agents and end users, providing constructive feedback, coaching, and training to improve service delivery and customer satisfaction
- Identified trends, patterns, and areas for improvement based on quality monitoring results, root cause analysis, and customer feedback, recommending corrective actions and process enhancements as needed
- Collaborated with management and training teams to design and deliver targeted training programs, workshops, and coaching sessions to address skill gaps and improve performance outcomes
- Generated regular reports and dashboards to communicate quality monitoring results, trends, and recommendations to stakeholders, facilitating data-driven decision-making and continuous improvement initiatives.
Change Management Representative
DXC Technology
11.2014 - Current
- Lead change management initiatives and projects to support organizational transformations, system implementations, process improvements, and cultural shifts
- Develop and implement change management strategies, plans, and communication campaigns to facilitate smooth transitions and minimize resistance among stakeholders
- Conduct impact assessments and stakeholder analyses to identify potential risks, challenges, and opportunities associated with proposed changes, developing mitigation strategies and contingency plans as needed
- Engage with key stakeholders at all levels of the organization to build awareness, gain buy-in, and foster commitment to change initiatives, leveraging effective communication and influencing skills
- Provide coaching, training, and support to leaders, managers, and employees to build change management capabilities and resilience in navigating transitions effectively
- Monitor and evaluate the progress and effectiveness of change efforts, tracking key performance indicators (KPIs), milestones, and feedback metrics to measure adoption and success
- Conduct post-implementation reviews and lessons learned sessions to capture insights, identify areas for improvement, and refine change management practices and methodologies
- Stay abreast of industry trends, best practices, and emerging technologies in change management, incorporating relevant knowledge into strategies and approaches to drive continuous improvement.
Configuration Management Analyst
DXC Technology
07.2023 - Current
- Implement configuration management policies, procedures, and processes aligned with IT service management (ITSM) frameworks such as ITIL (Information Technology Infrastructure Library)
- Collaborated with cross-functional teams, including IT operations, development, and support, to establish and maintain configuration baselines, ensuring consistency and accuracy of configuration data and documentation
- Managed the configuration management database (CMDB) or configuration management system (CMS), overseeing data integrity, accuracy, and completeness to support IT service delivery
- Conduct regular audits, reviews, and assessments of the CMDB/CMS to identify discrepancies, reconcile data inconsistencies, and ensure compliance with configuration management standards and requirements.
Education
Bachelor’s Degree on Tourism -
Universidad Internacional De Las Americas
San José, Costa Rica 01.2006 - 05.2008
Skills
Proficiency in using service desk software and ticketing systems
Basic understanding of IT systems and technologies
Familiarity with configuration management tools and systems
Knowledge of ITIL (Information Technology Infrastructure Library) principles and practices
Proficiency in using service desk software and ticketing systems
Basic understanding of IT systems and technologies
Familiarity with configuration management tools and systems
Knowledge of ITIL (Information Technology Infrastructure Library) principles and practices
Collaboration and teamwork
Relationship building and networking
Conflict resolution and negotiation skills
Knowledge of configuration management principles and best practices
Experience in managing configuration items (CIs) and configuration baselines
Familiarity with configuration management databases (CMDB) or systems (CMS)
Attention to detail and accuracy in maintaining configuration records
Ability to collaborate with cross-functional teams to ensure compliance with configuration management standards
Certification
Information Technology Infrastructure Library V3 (ITIL), 2014
Timeline
Configuration Management Analyst
DXC Technology
07.2023 - Current
Change Management Representative
DXC Technology
11.2014 - Current
Service Desk Administrator & Quality Monitoring Agent
Hewlett Packard
05.2008 - 11.2014
Secretary/Customer Service Representative
Advanceme Computer Management Engineering
10.2007 - 02.2008
Customer Service Representative
Sirius Satellite Radio
08.2007 - 10.2007
Billing and Collections Specialist
Corporación Servivalores
01.2007 - 08.2007
Bachelor’s Degree on Tourism -
Universidad Internacional De Las Americas
01.2006 - 05.2008
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