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Work Background
Hotwire Communications LtdLaunch Account Specialist
Feb. 2022Miami, Florida, United States• Direct end-to-end launch process for the most prestigious Miami luxury properties ( Porshe Design Tower, Armani Casa, 87 Park and others) ensuring seamless service delivery and achieving high customer satisfaction rates.
• Manage multiple concurrent projects, developing comprehensive launch plans and project timelines.
• Analyze customer requirements in partnership with sales teams.
• Establish and maintain strong customer relationships by serving as the primary point of contact.
• Document all launch activities, capturing timelines, deliverables, and valuable customer feedback to inform future improvements.
• Oversee process optimization efforts by implementing industry best practices.
• Identify and swiftly resolve issues during launch, fostering seamless collaboration across internal teams and external partners.
Hotwire Communications LtdTechnology Concierge support
Oct. 2018 - Feb. 2022Miami, Florida, Estados Unidos• Evaluated overall sales performance and technical support efficacy.
• Spearheaded proactive initiation and meticulous management of account processes.
• Administered inbound sales inquiries and service calls.
• Troubleshoot and resolved platform access issues for ZTE, Alcatel ONTs, and TV2 on-site.
• Orchestrated the adept handling of a substantial weekly volume of customer interactions.
• Exhibited a profound grasp of customer needs, offering valuable insights on products to enhance technological engagement.
• Deployed an array of cutting-edge systems and technologies to execute account management tasks.
CenterfieldSales Team Lead - Sprint Account
Apr. 2018 - Oct. 2018• Led a high-achieving team of 10 sales agents for the Sprint account.
• Delivered customer-centric sales solutions through inbound calls.
• Identified consumer needs, resulting in successful up-selling and cross-selling opportunities.
• Headed the oversight of national brand direct and holding company-level business pipelines.
• Devised and executed impactful strategies to secure new clients, effectively delivering marketing solutions and influential ad campaigns that maximized client ROI.
• Demonstrated adeptness in harnessing market potential through well-defined business strategies.
CenterfieldRetention Representative - Retention Department
Sep. 2017 - Mar. 2018• Served as an Account Services Specialist overseeing SPRINT operations.
• Collaborated with the sales team to surpass customer service expectations.
• Managed customer changes, returns, and payments in 100% compliance with established department protocols.
• Achieved a stellar record as a Top Performer Agent for 5 consecutive months with an outstanding conversion rate.
• Teamed up with a cross-functional sales team, effectively addressing customer needs.
• Built client loyalty and satisfaction by establishing connections.
• Mitigated churn risks by adeptly managing billing concerns, resulting in an impressive 80% conversion rate of payment-related calls into successful sales.
• Achieved one-call resolutions for billing issues, expertly employing problem-solving acumen.
Marea Arte SanasSocial Media Manager
Nov. 2016 - Dec. 2017Caracas• Spearheaded end-to-end design and management of all social media platforms.
• Orchestrated a comprehensive process spanning market research to the implementation of media growth strategies.
• Guided the design and development of robust brand equity formulating and executing strategic commercialization plans.
• Accomplished product commercialization through a significant Venezuelan customer channel.
• Piloted the establishment of Marea's distinctive corporate identity.
HaierSocial Media Intern
Jun. 2015 - Feb. 2016• Worked with a marketing team to obtain consumer insights and integrate SMM marketing strategies in the Venezuelan market
• Developed and executed cutting-edge social media trends.
• Assessed and optimized digital content across diverse social media platforms.
• Crafted comprehensive reports detailing campaign performance and astutely presented findings to managerial stakeholders.
• Boosted the Facebook fan base by an impressive 20% within a mere 2-month timeframe.
Andora Accesorios Creative Director
Feb. 2014 - Aug. 2018Caracas, Federal District, Venezuela• Implemented both online and offline marketing strategies as a fashion/jewelry online store for Venezuela, Panamá, and Miami markets, including Social Media Management, TV, Radio, and Fashion Events presence, Pricing, and Segmentation.
• Designed and develop brand equity and led customer services and import/export product processes.
• Achieved an 80% increase in all social media followers in less than 3 years after entering the company.
• Accomplished net sales increment of 30% in the first year, increasing net sales by more than 40% each year.
• Succeeded in brand internationalization, working in Panamá, Miami and Spain markets after 1 year at Andora.
• Led Andora´s debut on Venezuelan important fashion events and TV/Radio channels.
Embassy of Venezuela in BeijingAmbassador’s Personal Assistant
Jan. 2013 - Jul. 2013Beijing, China• Proficiently managed the Ambassador's agenda and daily calendar.
• Coordinated Ambassadors Meetings with the People’s Republic of China government, State Department Executives, and Staff.
• Expertly drafted and dispatched protocol letters, memorandums, and mission trip documentation.
• Planned and executed special events for up to 500 guests, encompassing travel arrangements, business trip agendas, and itineraries.
• Handled a multitude of inquiries and information exchanges originating from diverse government and non-governmental entities, as well as individuals.
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