Open to opportunities

Ana Lucia Monzon

@analuciamonzon

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Experienced project manager with a focus on client satisfaction and delivery.

Guatemala

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What I'm looking for

I am looking for a role that values collaboration and offers opportunities for growth.

I am a seasoned project manager with over 14 years of experience in leading enterprise-level projects and ensuring client satisfaction. At GoTo/LogMeIn, I spearheaded the deployment and onboarding of large clients, managing portfolios exceeding $50K per account. My expertise lies in developing comprehensive project plans, coordinating cross-functional teams, and acting as the primary point of contact for clients. I pride myself on my ability to bridge the gap between technical teams and client expectations, ensuring successful project implementations.

Throughout my career, I have honed my skills in contract management, billing processes, and process improvement. My role as a Partner Commission Specialist involved overseeing commission and billing management through Salesforce, where I collaborated with various departments to resolve issues and maintain strong relationships with enterprise accounts. I am dedicated to continuous improvement and have a proven track record of enhancing operational efficiency and client satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Project Manager

Current

GoTo/LogMeIn

Jan 2021 - Present (5 years)

Spearheaded the deployment and onboarding of large enterprise clients migrating to GoTo systems, overseeing all project phases from initiation through successful implementation. Managed enterprise portfolio exceeding $50K per account.

Project Management Onboarding Enterprise Solutions Resource Allocation Cross Functional Team Leadership

Partner Commission Specialist

GoTo/LogMeIn

Jan 2019 - Dec 2021 (2 years 11 months)

Oversaw commission and billing processes via Salesforce, handling invoicing, credits, dispute resolution, buyout quotes, and payments for Enterprise accounts. Partnered with Project Managers, Customer Success, and Account Managers to address requests related to enterprise accounts and establish relationships with partners to promote services.

Commission Accounting Billing Salesforce Cross Functional Collaboration Dispute Resolution

Business Analyst Quality Assurance

Xerox Corporation

Jan 2017 - Dec 2019 (2 years 11 months)

Audited customer service operations across billing, contracts, supply, buyouts, and invoicing, conducting live and post‑interaction audits. Applied data-driven insights to drive process improvements and guided agents via feedback, coaching, and targeted action plans.

Quality Assurance Auditing Data Analysis Process Improvement Coaching

Customer Support Specialist – Subject Matter Expert

Xerox Corporation

Jan 2014 - Dec 2017 (3 years 11 months)

Provided floor‑level coaching, process mentoring, and side‑by‑side guidance to customer support staff. Participated in Employee Advisory Council, Newsletter Committee, Social Responsibility campaigns, and special events coordination.

Customer Support Subject Matter Expertise Coaching Employee Relations

Data Processor

Transactel

Jan 2013 - Dec 2014 (1 year 11 months)

Ingested and processed large datasets (property, credit, insurance) using ETL workflows. Performed quality audits to validate data correctness.

Data Processing ETL Audit Data Validation Data Entry

Customer Service & Quality Assurance Analyst

Transactel/247 Customer

Jan 2010 - Dec 2013 (3 years 11 months)

Analyzed customer service quality and sales performance. Provided insights to improve customer satisfaction and sales efficiency.

Customer Service Sales Support Performance Monitoring Data Reporting

Education

Degrees, certifications, and relevant coursework

ESI School of Management

Bachelor of Business Administration, Business Administration

Completed a Bachelor of Business Administration at ESI School of Management. This program provided a strong foundation in business principles and management practices.

ESI School of Management

Certificate, Project Management

Obtained a Project Management Certificate from ESI School of Management. This certification focused on key project management methodologies and practices.

Udemy

Certificate, SCRUM

Completed a SCRUM certification, totaling 45 hours of training. This program provided in-depth knowledge of agile project management principles and SCRUM framework.

Udemy

Certificate, Project Management

Earned a CAPM, Project Management certificate from Udemy. This certification enhanced understanding of project management fundamentals and best practices.