Experienced in Service Level Management, service quality, ITIL and localization
Other
- Current
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- Senior Quality Consultant at CANTV
- Past
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- Operations Manager at Mobile Services International
- Service Quality Coordinator at Telecomunicaciones Movilnet
- Contract and SLAs Administrator at Telecomunicaciones Movilnet
- Purchasing Specialist at Telecomunicaciones Movilnet
- Business Research Assistant at Telecomunicaciones Movilnet
- Roaming International Assistant at Telecomunicaciones Movilnet
- Customer Service Attendant at Microsoft
- Education
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- Universidad Metropolitana
- Nucleo de Estudios Linguisticos y Sociales
- Universidad Metropolitana
- Instituto Universitario de Nuevas Profesiones
- Recommended
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2 people have recommended Martha - Connections
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38
connections
- Industry
- Information Technology and Services
Martha Rodriguez’s Summary
General management knowledge as supervisor and coordinator with substantial experience in service level management. Specialized on ITIL-oriented environments' support with training and experience in process documentation and customer-oriented service quality. Interested in continuing my professional development in IT or telecommunications related areas. Bilingual.
Martha Rodriguez’s Experience
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Senior Quality Consultant
CANTV
(Public Company; VNT; Telecommunications industry)
April 2008 — Present (1 year 9 months)
Fostering the outline and implementation of improvement projects as well as provide support in the making and execution of such.
Assessing clients with projects and processes' documentation, operational level agreements and service level agreements.
Managing all requirements related to external and internal audits; assessing in the making of corrective and preventive action plans. maintaining the audit's database updated.
Supporting of the outlining of quality standards and best practices for all the products and services offered by the Vice-presidency of Systems and Operations.
Coordinating special events regarding important processes within the organization such as workshops, informative lectures, publishing of new guidelines and procedures. -
Operations Manager
Mobile Services International
(Translation and Localization industry)
September 2006 — March 2008 (1 year 7 months)
Planning and coordinating production and availability of training materials of Nokia according to global objectives; follow-up of production roadmaps, quality control, customer relationship management (from the Regional Coordination in the United Status to printing vendors located in Latin America).
Ensuring that all areas of content management, quality assurance, production and publishing work on time and with high levels of linguistic quality.
Customer relationship management: Interacting directly with clients to better understand their needs on each project
Finding new translators, selecting the right translators
Making sure everybody gets the job done within the parameters of each project (time, cost, quality etc.)
Editing and proofreading of translations: training materials, corporate communications and marketing materials.
Developing and maintaining glossaries and style guides.
Acting as a back-up for translators in English and Spanish languages.
Ensuring that the material to be used in Latin America and the Caribbean complied with quality standards and guidelines outlined by Nokia (visual identity, brand guidelines, category guidelines). Managing all files from translation to publishing, checking compliance with quality standards and guidelines and validating internal reviews. -
Service Quality Coordinator
Telecomunicaciones Movilnet
(Privately Held; VNT; Telecommunications industry)
April 2006 — August 2006 (5 months)
Planning and coordinating key processes' documentation for SLAs structure and definition. Coordinating work sessions with service areas within the IT department to document processes and outline SLAs.
Outlining key policies to define SLAs based on Operations & Systems Vice presidency policies.
Managing, assessing and analyzing the current IT environment Issuing periodical reports regarding service quality, issuing recommendations for decision-making and course of action based on data analysis, eventualities, experiences and intuition.
Planning and designing guidelines for SLAs (legal and formal framework). -
Contract and SLAs Administrator
Telecomunicaciones Movilnet
(Privately Held; VNT; Telecommunications industry)
November 2001 — March 2006 (4 years 5 months)
Designing performance reports by service and frequency to be issued to all control, management and support areas.
Planning and executing informative sessions with all areas in order to provide information regarding SLAs to all the parties involved.
Recommending, developing, and implementing policy and procedural changes that affect functional areas of responsibilities to ensure uniformity, efficiency and effectiveness. Monitor progress and performance of implemented programs.
Ensuring all contracts and SLAs were aligned to strategic plan and corporate guidelines as well as be responsible for the effective compliance of all services supplied by the outsourcers.
Managing and approving service proposals for negotiation of contracts and SLAs.
Managing service levels with outsourcers and all units belonging to the Operations and Systems Vice presidency (service catalogs, service level outline, performance indicators, management and process analysis, deviation reports, improvement opportunities highlights, service negotiations).
Outlining and implementing guidelines to evaluate contract and SLAs liabilities based on corporate policies.
Coordinating the conciliation of reports for performance evaluation with invoices and service levels agreed for validation, adjustments and payments.
Process documentation and eventualities statistics analysis to identify, make proposals, and implement improvements focused in the reduction of response time and better service. -
Purchasing Specialist
Telecomunicaciones Movilnet
(Privately Held; VNT; Telecommunications industry)
March 2001 — October 2001 (8 months)
Managing all Marketing area requirements (media, events, POP, printed material).
Negotiating all major contracts regarding media (TV and radio, billboards, printed media)
Purchase order management (proposals and bids analysis, vendor selection, production and delivery follow-up).
Vendor evaluation (keep data base updated, new vendor search, service evaluation, recommendations).
Evaluating service proposal from vendors. Manage all contracts regarding Marketing services requirements. Customer relationship management (customer service survey); act as a consultant in service procurement. -
Business Research Assistant
Telecomunicaciones Movilnet
(Privately Held; VNT; Telecommunications industry)
November 1998 — February 2001 (2 years 4 months)
Assisting the Business Research Director with meetings, presentations, follow-up on content providers' contracts, researching for new trends in services regarding telecommunications and technology.
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Roaming International Assistant
Telecomunicaciones Movilnet
(Privately Held; VNT; Telecommunications industry)
March 1998 — October 1998 (8 months)
Assisting the Roaming Manager with the organization of meetings, follow-up on roaming contracts with international carriers, making presentations, managing the billing database.
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Customer Service Attendant
Microsoft
(Public Company; MSFT; Computer Software industry)
September 1997 — March 1998 (7 months)
Assisting the entire personnel with planning and coordination of meetings, availability of materials, administrative issues and customer service related issues such as, license registration, software trouble shooting, general information, etc.
Martha Rodriguez’s Education
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Universidad Metropolitana
17 , Legal translation , 2004 — 2005
Project: Marriage in Canada according to its legal system.
Lecture: "What are our rights as translators?"
Subjects studied were translation of legal documents into English, translation of legal documents into Spanish, Legal and Judicial Institutions in Canada, USA and Venezuela. -
Nucleo de Estudios Linguisticos y Sociales
18 , Translation , 2003 — 2004
Final Project: What does bilingualism mean?
Languages studied were English and Spanish.
Subjects studied were translation theory, translation into English, translation into Spanish, translation of scientific, technical, non-governmental organizations, medical and arts documents. -
Universidad Metropolitana
17 , Business Analysis in Telecommunications , 2002 — 2002
This is a specialization in which I was prepared for business analysis in general and in the telecommunications area. The subjects studied were telecommunications technology and services, telecommunications legal framework, broadband systems and satellite services, service administration and operations, project coordination, business case and product launches in the telecommunications area, Internet, Extranet and added-value applications.
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Instituto Universitario de Nuevas Profesiones
16 , Advertising , 1992 — 1995
