Jo A

CUSTOMER CARE MANAGER IV

Lumen • Período integral

Jul 2022 - Present • 3 yrs 10 mos

Manage end-to-end order lifecycle for a high paying customer, from sales contract signed, to entry in Swift through implementation, ensuring timelines, milestones, and customer expectations are clearly communicated and met.  Coordinate internal and external stakeholders through rapid response communication and collaborative calls to remove blockers and improve customer experience.  Built trusted relationships with customer and delivery teams; retained account support continuity through organizational transition and acquisition by a larger company.

Administrative Director and Project Manager

Compassion International • Freelance

Apr 2012 - Dec 2025 • 13 yrs 8 mos

 Supported two Guatemala-based nonprofits, providing accounting, scheduling, customer service, and office management to keep day-to-day operations running smoothly.  Managed volunteer program for a missionary school: coordinated vetting, documentation, safety requirements, and morale events.  Led an 18-month effort to achieve re-certification as an American-accredited school, coordinating documentation, deadlines, and stakeholder inputs.  Served as administrative director for a nonprofit orphanage in Guatemala, overseeing financial records and reporting requirements for the U.S. 501(c)(3) and Guatemalan government.  Managed on-site school operations to help residents advance education levels to match age-appropriate standards.  Developed and implemented stronger financial transparency processes between U.S. and Guatemala operations; transitioned responsibilities to a trained local leader to empower in-country ownership.