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Work Background
HootsuiteImplementation Specialist
Jul. 2023Mexico City, Mexico
HootsuiteEnterprise Customer Support Advocate
Aug. 2021 - Jul. 2023Mexico City, MexicoDeveloped myself as Enterprise Support Advocate, collaborating with Success, Account Management and Onboarding teams as well as stakeholders to ensure retention, provided technical strategic consulting to enhance the platform's potential. Functioned as support pioneer of Sparkcentral, providing direct product feedback.
HootsuiteSelf-Serve Customer Support Advocate
Mar. 2020 - Aug. 2021Mexico City Area, MexicoProvided written and spoken english and spanish support to global accounts. Functioned as self-serve advocate providing technical and billing assistance, developed as mentor to incoming waves, managed knowledge bases, good understanding of SaaS terminology.
International Cruise & Excursions, Inc. (ICE)Concierge Member Services Team Lead
Apr. 2019 - Oct. 2019Mexico City Area, MexicoFunctioned as lead to a dedicated consultative sales and support team for a Diamond Resorts leisure concierge program. In charge of QA and performance evaluations, constant contact and collaboration with business partner. Developed training strategies, accomplishing to be recognized as the top performing team globally over other brands for 4 months in a row.
International Cruise & Excursions, Inc. (ICE)Travel Sales Consultant
Mar. 2018 - Apr. 2019MexicoProviding consultive assistance towards travel planification, upselling leisure products for Platinum accounts that managed additional benefit programs. Also assisting the Leadership team being in charge of the development and integration of new internal communication campaigns to reinforce employee engagement and performance in the production floor. Being selected to represent the department of RCI Travel on the first wave of the ICE Culture Team, internal organization in which different thematic events are carried out, these being related for charity fundraising and social events to promote staff ́s integration.
AT&TCustomer Advocate
Oct. 2017 - Feb. 2018Mexico City Area, MexicoFunctioned as customer service representative at ISM (Integrated Service Model) Contact Center, assisting customers within three lines of business regarding DSL / IP, wireless and cable services, always exceeding metric goals and being on the top 100 on agent BPS score, as well as having perfect attendance throughout my stay in the program. Active participation as floor support being able to coach agents and manage strategies to apply on production for my colleagues ́metric sustainability; forming part, as a selected agent on floor, of the pioneering project of Super Sales Team in which I was able to develop pitching and closing sales skills on a contact center environment.
AppleApple Solutions Consultant
Dec. 2015 - Jun. 2017Mexico City Area, MexicoI managed sales, customer pre and post sale assistance, visual merchandising and operations of an Apple Shop in the store-in-store concept with ‘El Palacio de Hierro’. Aligned strategic demos and workshops to enhance the Apple experience to customers through the commercial partner. Experience in training coworkers as a staff lead in sales and customer service, networking, problem solving and developing strategies to amplify Apple’s market share in store, improving even to the 300% year to year results.
AppleSenior Campus Rep
Jan. 2014 - Dec. 2014Cholula, PueblaDeveloped BTL campaigns within the UDLAP that promoted the market positioning of Apple through user assistance and education programs in which more than 2,800 students within the University learned and applied Apple technology among their careers. Starting June I had the opportunity to develop myself as Senior Campus Rep, leading a team of four people in different cities and universities where I managed personalized strategies and coaching sessions, as well as coordinate and manage their performance within the program.
Living Design 2013 - International Visual Information Design ConferenceAcademic Committee Lead
Dec. 2012 - Apr. 2013Cholula, PueblaLogistics and academic lead, coordinating conferences and staff.
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