Guadalupe Liliana Cervantes Alfaro

Responsible for measure, maintain and improve service levels agreed for the following services: Service desk, Incident, Change, Problem and Service level management Leader of team in charge of service stabilization after new releases rolled out Managed customer relationship and provided regular communication to each country top management about global operations, SLA levels, service improvement plans and CSat.

Plan, coordinate, direct, and design IT-related activities of the organization, as well as provide administrative direction and support for daily operational activities of the IT department, providing regular communication to executives, managers, and end users regarding pertinent IT activities, consults with department managers to evaluate system solutions consistent with organizational objectives. Responsible for IT Budget and Capital Expenditure for $2MMUSD per year

Development, Implementation and administration of SLS with Wella LA. Assigning priorities, tasks, and responsible for each request, follow up and escalating this to the third level support located in Brussels. BW module consultant and query designer for LA region: Mexico, Colombia, Venezuela, Chile & Argentina. SAP 4.6C version. Leader on implementation Sales Force Automation tools (through Hand Held equipment) for LA region (Colombia, Venezuela, Chile, Argentina & Puerto Rico).

Post grade Industrial Operations