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Work Background
EC Creative MediaAccount Manager
Mar. 2023Ibagué, Tolima, ColombiaSuccessfully led 11 teams across the USA, Colombia, and Ecuador, implementing digital
marketing strategies that increased client portfolio performance by 35%.
Facilitated cross-functional collaboration, boosting campaign success rates by 40% and
achieving a 95% rate in client satisfaction.
Analyzed market trends and provided strategic advisories, enhancing client digital marketing
effectiveness by 30% and increasing engagement metrics by 25%.
FreelancerConsulant
Dec. 2022 - Nov. 2023Delivered expert project management and strategic advisory services to over 10 companies,
enhancing their operational efficiency by an average of 25%.
Developed and executed comprehensive project plans, which resulted in a 30% reduction in
project timelines and a 20% improvement in resource utilization.
Conducted in-depth market analysis, informing strategic decisions that led to an average of
15% improvement in project outcomes and client ROI.
amazonTeam Manager
Mar. 2022 - Jun. 2022ColombiaDirected customer service teams across achieving a 25% increase in customer satisfaction
metrics within 3 months.
Trained and mentored a staff of 21, resulting in a 15% improvement in team performance and
a 20% increase in staff career advancement.
Implemented new customer feedback mechanisms, leading to a continuous 30%
improvement in service delivery quality and efficiency.
Gobernaciòn del TolimaContractor - Project Viability Analyst
Jan. 2022 - Dec. 2022Ibagué, Tolima, Colombia•Conducted thorough analyses of over 50 governmental projects annually, ensuring 100%
compliance with strategic and financial criteria.
Coordinated with 10+ stakeholders per project, successfully aligning project goals with the
Secretary of Planning's objectives, leading to a 40% increase in project alignment efficiency.
Prepared and presented detailed reports for senior officials, contributing to a 30%
improvement in decision-making efficiency at the governmental level.
AmazonSr HRA
Oct. 2021 - Mar. 2022Ibagué, Tolima, ColombiaManaged HR functions for a workforce of 1700 combined, improving employee relations and
streamlining benefits administration.
Revamped onboarding and offboarding processes, enhancing the employee experience,
evidenced by a 30% increase in employee satisfaction scores.
Developed and implemented new HR policies and procedures, leading to a 25% improvement
in overall workplace efficiency and a 15% reduction in procedural errors.
AmazonTeam Manager
Apr. 2021 - Oct. 2021ColombiaDirected customer service teams across achieving a 25% increase in customer satisfaction
metrics within 3 months.
Trained and mentored a staff of 21, resulting in a 15% improvement in team performance and
a 20% increase in staff career advancement.
Implemented new customer feedback mechanisms, leading to a continuous 30%
improvement in service delivery quality and efficiency.
AmazonCustomer Service Representative
Jun. 2020 - Apr. 2021Bogotá, Distrito Capital, Colombia• Customer service by phone and chat, resolving their concerns in the first contact.
• Compliance with quality metrics to ensure the best customer service.
• Top performer, training as back up for the SDS team, support through the buddy plan to different members of the team and good management of the KC.
Alcaldía Municipal de IbagueContractor - PAE Supervisor
Jun. 2020 - Apr. 2021Ibagué, Tolima, ColombiaOversaw the PAE program, enhancing the delivery of educational services to over 20 schools,
resulting in a 20% increase in service efficiency.
Conducted regular audits, ensuring 100% compliance with educational standards and
regulations, improving overall program compliance by 15%.
Facilitated effective communication and coordination between 20 schools, government
bodies, and program operators, leading to a 25% improvement in operational harmony and
program effectiveness.
Budget Rent a Car de ColombiaNational Operations Supervisor
Jan. 2019 - May. 2020Bogotá, Distrito Capital, ColombiaSupervised national operations across multiple locations, achieving a 30% increase in
customer satisfaction and a 20% boost in operational efficiency.
Implemented risk management strategies that recovered over 60% of previously lost account
receivables, significantly enhancing financial stability.
Spearheaded the development of a customer service application, leading to a nearly 50%
enhancement in both operational and client service efficiency.
Universidad de los Andes - ColombiaMonitor
Aug. 2017 - Dec. 2017Bogotá D.C., Colombia• Address complaints, claims and doubts from students.
• Grade writings, quizzes and other activities.
• Carry out extra-class sessions for reviews and advice.
Clubclass Language SchoolsTrainee administrator
Apr. 2016 - Dec. 2016Malta• Organize the documentation of each student in the school system.
• Help and translate during welcomes to new students.
• Provide information about the school (classes, activities, exams, etc.) to students in
the reception.
• Help the marketing department translate correspondence and write letters.
• Provide support in the registration process of new students, manage payments and arrange
the dates of both the courses and the required accommodation.
Aseguradora Solidaria de ColombiaStudent intern
Aug. 2015 - Dec. 2015Bogotá D.C., Colombia• Develop and implement new improvement and innovation strategies in different
company departments.
• Present the results of the implemented strategies to the general manager.
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