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Work Background
Launch Account Specialist
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.
Technology Concierge support
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.
Sales Team Lead - Sprint Account
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.
Retention Representative - Retention Department
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.
Social Media Manager
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.
Social Media Intern
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.
Creative Director
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.
Ambassador’s Personal Assistant
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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