Lorena Plicque

Background

About Lorena Plicque

Acting as IT Project Manager in a healthcare company since 2018. • PMP and PSM I Certified. Solid experience in Project Management and Consulting in Integrated Enterprise Systems implementation projects (SAP), Customer Relationship Management Solutions (Dynamics 365) and processes review. • Worked 18 years in a multinational company in the information technology segment. • Participation in 16 SAP projects in 9 Customers distributed in 5 countries (Brazil, Colombia, Mexico, Argentina and Australia). • Participation in 18 Dynamics 365 implementation projects (Customer Services, Omnichannel, Sales and Field Services) • Professional with over 21 years of experience in customer relations in several areas, most recently in Information Technology at Grupo Fleury focused in CRM solutions implementations for Customer Atendance Center, Ombudsman and Marketing areas. • Two years experiens working as Ombudsman management at IBM focused on customers in Latin America and Mexico. • Implementation of the Latin America Ombudsman Center in Brazil, receiving Gold certification by IBRC (Ibero-Brazilian Institute of Customer Relations). • Product Owner in process review project and product development using Agile/Scrum framework. • Tribe Leader of Complaint Resolution Squads for crisis management. • Sales Support Area Management focusing on complex proposals for consulting services and software.