1. MELISSA
JIMENEZ
PALMA
Mjimenezp78@hotmail.com
71068205
HTTPS://WWW.LINKEDIN.COM/I
N/MELISSA-JIMENEZ-
31B40126?TRK=NAV_RESPONSIV
E
_TAB_PROFILE
OBJECTIVE
My objective is apply the
knowledge acquired along with
the PM basics to improve all the
existing and new incoming
processes.
Ensure accurate and updated
information for every agent to
be more efficient on the daily
basics.
EXPERIENCE
Focal S1 accounts – E Delivery Agent | Hewlett Packard
December 2007 – Nowadays
Focal Agent handling HP S1 Printing accounts.
Providing technical support to HP end users.
Researching information about S1 accounts to increase the
existing data.
Developing projects to create new process, missing process or
modifying existing processes for each S1 account.
Offering the electronic support to new accounts and
negotiating with sales department to mitigate the volume over
the phone.
Working with ADM's handling escalations and improving
solutions.
Handling LAC and USA accounts.
Working with the accounts administrators for LAC in order to
provide accurate assistance.
Analyzing data to improve processes of accounts managed by
tech assist.
QA Analyst | Qualfon
June 2006 – December 2007
Floor Support for phone representatives for Supra Telecom
account. Monitoring Agent customer interactions against client
specified policies and procedures as stated in the QA
guidelines.
Suggest improvements at the agent and project level through
evaluations and reports to ensure client standards are
maintained and/or exceeded.
Coaching agents to help them improving the metrics.
Operations Director´s Assistant | Tecnovan – ADT Reseller
December 2001 – June 2006
Gather quality assurance information thru surveys.
Resolve customer issues in 24 hours.
In charge of payroll.
Keeping a control log of all the security systems installations.

2. Carrying the control of
turnover for Additional
Devices.
Weekly productivity reports
EDUCATION
SKILLS
Federada
1998-2002
Law Degree
Lean Six Sigma
2013
White Belt Certified
Yellow Belt Certified
Lean Certification
Lean Tools
8D solving problems
HP
2012
HP Certified Engineer
English Certification (High advanced)
Currently studying Project Manager Carrier
Advanced excel
Work under pressure
Working with deadlines
Oriented Teamwork
Analytical skills
Leader
Persistent
Challenge person
Colegio Técnico Profesional Don Bosco
1995-1997
Junior Hi Tittle / Half degree in computer science
Conversational English and calculus training provided by Intel
Colegio Santo Tomas de Aquino/ Universidad

3. ACOMPLISMENTS AT HP
I have been at HP for 8 years, I started as a front line agent at mono team,
providing technical support to the end users and one year later I was
moved to AK support team. At AK I started as front line too but also I took
the chance to belong to support solutions team. Part of my roles as SS
focal was delivered training to the new agents and reinforce the knowledge
with the existing ones, designed a motivational plan for the agents and
negotiate the bonus received on every sale. As soon as I had a year on my
position I decided to apply to tech assist team, was immediately trained
with the S1 accounts and HP engineers support, I learned the processes to
handle every account and helped to modify the existing processes based
on the daily basics. All this knowledge helped me to become part of
Resource desk team six months later, that was a good opportunity to
increase my technical knowledge and work directly with some ADM. Part
of my roles as Resource was delivered training for the front line agents,
work as Newton Focal agent, trained the agents with new NPI project and
work closely with some accounts like Kindred Health Care, HCSC, Pepsi,
State Farm.
Five years ago I had the opportunity to apply into E-Delivery Support team
providing electronic support. One of my challenges here was introduce the
Officejet printers, also was nominate to be focal agent for some S1
accounts, from there I started work closely with some ADM providing
support on escalations and assisting to the meetings in order to review
metrics and SLA, another task assigned was filter and analyze the data for
DA and DE reports, provide feedback and the improvement areas based
on the metric’s results.
Actually, I’ve been focus to improve the processes and recollect the data
from the existing and new S1 accounts, create new processes and pass
down the information to the different teams to handle properly each
account. I negotiated with new accounts like ACE CASH EXPRESS to be
handled due electronic support to increase our volume and mitigate the
one handled by tech support, I’m currently filtering the information about
the volume handle by tech assist to find the accounts with major volume
and offer them the electronic support.

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