Cristina Sureda

Coordinated 15+ concurrent training and implementation projects, documenting requirements and developing schedules that reduced delays and improved project success rates. Acted as primary client contact and used NPS analysis to tailor training, increasing adoption and satisfaction.

Facilitated cross-departmental stakeholder meetings and translated business needs into project deliverables, delivering 500+ Microsoft Intune and SSO training sessions to improve adoption. Managed software renewals for 1,500+ users and produced executive progress reports to inform IT investments.

Provided remote onboarding and support across hardware, software, and accounts using BeyondTrust, reducing resolution times and improving user adoption by 70%. Enhanced the ServiceNow knowledge base and implemented process improvements that cut escalation rates by 30%.

Delivered frontline customer service across in-person, phone, chat, and email channels in a high-volume retail environment, maintaining satisfaction ratings above 80%. Acted as liaison between tenants, customers, and operations to ensure effective service implementation.

Completed Bachelor of Arts (Honours) and Bachelor of Education in Interdisciplinary Social Sciences with English and French studies, graduating in 2017.