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YENIFFER G. — Mid-Level Incident Coordinator from Colombia

YENIFFER G.

Mid-Level Incident Coordinator

Colombia 3-6 years
Open to offersNew to Platform
Languages
SpanishEnglishPortuguese
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About

Yeniffer G. is a seasoned Certified Public Accountant with extensive experience in both institutional roles and freelance practice. Currently serving as an Incident Coordinator at Foundever Colombia for Coates Group, she is the primary contact for campaign communications and incident management. Her responsibilities include ticket categorization, SLA monitoring, and lifecycle management, ensuring seamless communication between technical teams and stakeholders. Prior to this, she provided remote L2 Technical Support for digital menu boards in leading fast-food chains throughout the US and Canada. With an educational foundation from Universidad Santa María, and additional training in Neuro-Linguistic Programming and coaching, Yeniffer offers expertise in accounting and finance. Her diverse background includes auditing, financial oversight, and executive coordination, demonstrating her ability to manage complex operations in varied settings. Additionally, she holds dual citizenship in Venezuela and Colombia, and is fluent in English, enhancing her capability to operate internationally.

Experience

  • Incident Coordinator

    Foundever Colombia – Client: Coates Group (USA) · 2022 — Present
    Acted as the first point of contact for campaign communications, service requests, and incidents. Ensured proper categorization and routing of tickets to relevant teams including L1, L2, L3, and Deployment. Monitored the incident lifecycle while guaranteeing SLA compliance. Fostered communication with technical teams and stakeholders, documented incident resolutions, and identified recurring issues. Supported processes aimed at continuous improvement.

  • L2 Technical Support Engineer

    Foundever Colombia – Client: Coates Group (USA) · 2021 — 2022
    Delivered remote support for the installation of digital menu boards in fast-food chains throughout the US and Canada, including McDonald's, Dunkin', Arby’s, and Hardee’s. Coordinated with onsite technicians to ensure correct hardware and content setup. Employed command terminals for diagnostics and resolution of issues. Engaged in daily communication in English with international teams.

  • Freelance Accountant

    Self-employed · 2015 — 2021
    Managed bookkeeping, tax filing, account reconciliation, and financial reporting. Oversaw monthly sales/purchase books, VAT compliance, and withholdings.

  • Executive Coordinator

    Advantel Consultores C.A. · 2013 — 2015
    Handled administrative and operational management of the office while coordinating personnel and controlling processes.

  • Financial Coordinator – ALBA Cultural Project

    Ministry of Culture, Venezuela · 2010 — 2013
    Oversaw financial aspects of international project funds and provided guidance to member countries on project submissions and accountability.

  • Auditor

    National Youth Institute, Venezuela · 2003 — 2006
    Conducted internal audits of national offices, focusing on compliance checks, asset control, and presentation of reports.

Skills & Expertise

Account ManagementAccountingAccountant

Education

  • Bachelor's Degree in Public Accounting
    Universidad Santa María · — — 2001

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