Jessica Maria Toledo Ramos
Guatemala City,GU
Summary
Experienced with planning and executing comprehensive project plans. Utilizes strong leadership and organizational skills to guide teams and ensure project milestones are met. Track record of implementing efficient processes and achieving project goals.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
19
19
years of professional experience
Work History
SMB Project Manager Junior
Jive Communications (GoTo Connect)
01.2024 - Current
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
Onboarding Team, Customer Service Representative, and Tier 2 Support
Jive Communications (GoTo Connect)
06.2019 - 01.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Technical Support Representative, Tier 1 Support
Jive Communications (GoTo Connect)
03.2018 - 06.2019
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Customer Service Representative
C3 – FedEx Account
10.2017 - 03.2018
- Package tracking, delivery scheduling, and customer service
Team Lead
Guest-Tek Internet Support
09.2012 - 10.2017
- Supervised Support Leads, FTG/VOD Agents & HSIA, managed workflow, escalations, and case management; handled recruitment and training; managed internet support for Caribbean & Latin American hotels
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
Support Lead
Guest-Tek Internet Support
09.2012 - 10.2017
- Managed client escalations and coordinated projects
- Monitored and analyzed support metrics to detect trends, identify gaps, and recommend solutions for improvement.
- Managed a team of support professionals, fostering teamwork and setting performance goals.
Support Network Specialist
Guest-Tek Internet Support
09.2012 - 10.2017
- Streamlined troubleshooting processes, leading to faster resolution of connectivity issues.
Project Coordinator – Special Project for Marriott
Guest-Tek Internet Support
01.2016 - 08.2016
- Login Page MPIA/EPIC
- Kept projects on schedule by managing deadlines and adjusting workflows.
JNA Representative – Guest Customer Service
Guest-Tek Internet Support
09.2012 - 03.2013
- Bilingual: English/Spanish
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
Administrative and Project Development / Document Transcription
ONG Casa de Alabanza
01.2012 - 12.2012
- Skilled at working independently and collaboratively in a team environment.
Supervisor
Aurora International Airport
01.2012 - 12.2012
- Ground handling, passport control, check-in/out processes, ticket and visa verification
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Merchandiser & Junior Manager
KL Primetex Guatemala
01.2011 - 12.2012
- Manufacturing and preparation of clothing lines for DKNY and Lucky Brand
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Project Development Supervisor
KL Primetex Guatemala
01.2011 - 12.2012
- Controlled garment production
- Facilitated productive meetings with clients and stakeholders to review progress updates, address concerns, and gather feedback for ongoing improvement efforts.
Floor Support
24/7 Customer Call Center – Time Warner Cable Account
01.2006 - 12.2010
- Supervisor assistance
- Self-motivated, with a strong sense of personal responsibility.
Technical Support Representative
24/7 Customer Call Center – Time Warner Cable Account
01.2006 - 12.2010
- Video support
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Education
Project Management Certification -
09-2024
CompTIA Network Training - Networking Basics
12.2021
Business Administration - Completed 2 Years of Studies
11-1999
Catering Service & Guest Service - Executive Assistance (Tourism-Oriented)
12.1998
Bilingual Secretary - Tourism & Hospitality
10-1997
Skills
- Skilled in Microsoft Word Document Creation
- Presentation Development
- Excel Proficiency
- Avaya CMS Administration
- Call Log Management
- Real-Time QA Performance Oversight
Languages
Spanish
English
Dpi
2592 45895 0101
Personal Information
- Date of Birth: 11/15/78
- Nationality: Guatemalan
- Marital Status: Married
Computer Skills
Microsoft Word, PowerPoint, Excel, Avaya CMS Supervisor, Call Copy (Uptivity), Live Monitoring for QA performance
Timeline
SMB Project Manager Junior - Jive Communications (GoTo Connect)
01.2024 - Current
Onboarding Team, Customer Service Representative, and Tier 2 Support - Jive Communications (GoTo Connect)
06.2019 - 01.2023
Technical Support Representative, Tier 1 Support - Jive Communications (GoTo Connect)
03.2018 - 06.2019
Customer Service Representative - C3 – FedEx Account
10.2017 - 03.2018
Project Coordinator – Special Project for Marriott - Guest-Tek Internet Support
01.2016 - 08.2016
Team Lead - Guest-Tek Internet Support
09.2012 - 10.2017
Support Lead - Guest-Tek Internet Support
09.2012 - 10.2017
Support Network Specialist - Guest-Tek Internet Support
09.2012 - 10.2017
JNA Representative – Guest Customer Service - Guest-Tek Internet Support
09.2012 - 03.2013
Administrative and Project Development / Document Transcription - ONG Casa de Alabanza
01.2012 - 12.2012
Supervisor - Aurora International Airport
01.2012 - 12.2012
Merchandiser & Junior Manager - KL Primetex Guatemala
01.2011 - 12.2012
Project Development Supervisor - KL Primetex Guatemala
01.2011 - 12.2012
Floor Support - 24/7 Customer Call Center – Time Warner Cable Account
01.2006 - 12.2010
Technical Support Representative - 24/7 Customer Call Center – Time Warner Cable Account
01.2006 - 12.2010
INGUAT – Guatemalan Institute of Tourism - Catering Service & Guest Service, Executive Assistance (Tourism-Oriented)
VLA (Virtual Learning of America) Group USA LLC - Project Management Certification,
VLA (Virtual Learning of America) Group USA LLC - CompTIA Network Training, Networking Basics
Universidad Francisco Marroquín - Business Administration, Completed 2 Years of Studies
Coactemalan High School - Bilingual Secretary, Tourism & Hospitality
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