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Network Power<100 people
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Sales & BizDev
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Work Background
itsMatchUpAccount & Campaign Manager
Jan. 2024 - May. 2024Vancouver, British Columbia, Canada- Plan, create and execute advertising campaigns that take place on social media, reaching and exceeding engagement and conversation goals;
- Management of exclusive influencers, maintaining solid relationships and ensuring efficient delivery of campaigns.
- Identification and recruitment of new non-exclusive influencers through OutReach strategies, resulting in expansion of the brand's reach;
- Use of tools such as Spreadsheet, Hubspot for data analysis, organizing tasks, sending email marketing and campaign management.
- Collaborate with Sales Planning to develop campaign strategies and budgets that meet client goals and follow KPI`s team;
- Effective communication in Spanish and Portuguese with influencers from Latin America and Brazil, as well as in English with influencers from the United States and Europe;
- Negotiation of values and agreements for campaign timing, ensuring a positive customer-benefit relationship for customers;
- Coordination of project influencer presentation meetings, ensuring a clear understanding of expectations and objectives;
- Issuing and managing payments to influencers, in addition to handling customer billing through invoices.
XP InfluenceCampaign Manager
Dec. 2023 - Apr. 2025London Area, United Kingdom- Develop and run social media advertising campaigns, meeting engagement and conversation goals;
- Manage relationships with influencers, ensuring successful campaign execution;
- Collaborate with both exclusive and non-exclusive influencers to grow the brand's reach;
- Utilize tools like Spreadsheet, Google Workspace, and Woodpecker for email marketing;
- Communicate effectively in Spanish, Portuguese, and English with influencers from Latin America and Brazil;
- Negotiate campaign terms and agreements, ensuring a positive outcome for clients;
- Organize project meetings with influencers to ensure clear expectations and objectives;
- Handle payments to influencers and manage customer billing through invoices.
- NDA management.
Surpass-AgencyCampaign Manager
Sep. 2022 - Dec. 2023Cyprus- Plan, create and execute advertising campaigns that take place on social media, reaching and exceeding engagement and conversation goals.
- Management of exclusive influencers, maintaining solid relationships and ensuring efficient delivery of campaigns.
- Identification and recruitment of new non-exclusive influencers through OutReach strategies, resulting in expansion of the brand's reach.
- Use of tools such as Excel, Airtable, ClickUp and Woodpecker HubSpot CRM for data analysis, organizing tasks, sending email marketing, etc.
- Collaborate with Sales Planning to develop campaign strategies and budgets that meet client goals and follow KPI`s team;
- Effective communication in Spanish and Portuguese with influencers from Latin America and Brazil, as well as in English with influencers from the United States and Europe.
- Negotiation of values and agreements for campaign timing, ensuring a positive customer-benefit relationship for customers.
- Coordination of project influencer presentation meetings, ensuring a clear understanding of expectations and objectives.
- Issuing and managing payments to influencers, in addition to handling customer billing through invoices.
CTG LatamIncident Manager
Jun. 2022 - Sep. 2022Chía, Cundinamarca, Colombia- Ensure Service Level Agreements (SLAs) Compliance: Guarantee that services are provided in accordance with the agreed-upon SLAs, meeting both IT standards and contractual commitments. This involves monitoring and ensuring the timely delivery of IT services. Collaborate with the End-to-End team to ensure that established processes are followed consistently. This helps prevent issues such as ticket bouncing (reassigning without resolution) and aging (tickets being unresolved for extended periods). - Review IT Quality Concerns: Examine concerns related to the quality of IT services and make recommendations for corrective actions or initiatives aimed at improving processes to prevent similar issues in the future. Conduct reviews focused on governance, assessing Key Performance Indicators (KPIs) and SLAs. Additionally, oversee and manage initiatives for improving service delivery. - Service Desk Effectiveness: Ensure Problem tickets are promptly and effectively resolved. Oversee the Service Desk's performance for effective service to regional and local stakeholders, including call logging, event and incident management, request fulfillment, problem management, and access management. Coordinate teams and partners to swiftly address and resolve severity 1 and 2 issues, including identifying root causes. This is a 24/7/365 responsibility for uninterrupted service. - CTG On-Sites Management: Manage the CTG On-Sites in Panama, El Salvador, Miami, and Luxembourg. This involves overseeing and coordinating the activities and resources at these physical locations to ensure the effective delivery of IT services.
TeleperformanceIncident Management Analyst
Apr. 2021 - Jun. 2022Bogotá, Capital District, ColombiaCorporate Offices with presence in 83 countries, +170 countries covered, 420 thousand employees and +265 languages supported. - Monitor Alerts/Alarms by Grafana and Outage tickets for IT infrastructure of various corporate networks of customers;
- Answer incoming calls, triage and resolve a variety of outage queries;
- Follow established procedures for troubleshooting;
- Execute scripts and commands specified in troubleshooting procedures;
- Escalate issues to the next level and supervisors based on established procedures;
- Follow the escalation path to ensure the resolution of problems;
- Diligently document all activities as specified to identify RCA - Incident Root Cause Analysis;
- ServiceDesk ticket administration by CA Technologies, ServiceNow, Capgemini system and Citrix management system;
- Assist, direct and control all internal bridges that the organization needs to solve all outages classified as severity and derivatives;
- Complete high responsibility tasks assigned to the Incident Management Department;
- Control, maintain and run reports on different metrics and needs such as LAMs, tickets and additionals;
- Build conferences with subsidiaries of Teleperformance India, Portugal, USA together with EMEA and Brazil to manage outages in real time;
- Identify opportunities to improve the efficiency and development of teams and individuals;
- Outage Prevention Process for updates with IT and Operations.
GoDaddyTechnical Support Consultant
Jun. 2019 - Apr. 2021Bogota, D.C., Capital District, Colombia- Expert Technical Support: Deliver unparalleled technical support to Brazilian customers for a wide range of hosting products, including Website Builders, cPanel, Plesk, Wordpress, VPS, Dedicated Hosting, Professional Email, Office 365, Domain Management, Website Security, and Digital Marketing.
- SEO Configuration: Provide SEO configuration assistance, ensuring that customers' online presence is optimized for search engines.
- SSL TLS/SSL Configuration: Configure SSL/TLS settings for hosting services to enhance website security and data protection.
- Knowledge on DNS.
- Spinselling: Employ spinselling techniques to assist customers in identifying additional services that complement their existing solutions.
- KPI Adherence: Guarantee that our service delivery consistently meets Key Performance Indicators (KPIs), ensuring a high level of customer satisfaction.
- Digital Business Promotion: Educate customers on leveraging digital tools to effectively promote their businesses online, helping them harness the power of the internet.
- Product Knowledge: Maintain a solid understanding of GoDaddy's product portfolio and customer services, enabling the provision of accurate and comprehensive assistance.
- Documentation: Create thorough and accurate records of customer interactions, maintaining organized accounts and detailed notations as needed.
- Customer Satisfaction Initiatives: Actively engage in activities designed to enhance customer satisfaction and contribute to improved business performance.
- Digital Marketing Expertise: Leverage knowledge of tools such as Google Analytics, Google AdSense, and Social Media Ads to provide advanced support and guidance.
- API Integration: Assist customers in connecting various APIs to their hosting services, enhancing the functionality and capabilities of their online presence.
AXA PartnersOperations Assistant
Mar. 2015 - Mar. 2019Barueri, São Paulo, BrazilHeadquartered in Paris, France and with presence in 62 countries and 160,000 employees, the AXA Group is one of the TOP 30 largest companies worldwide (~USD 113 billion/year) - Provision of emergency services for clients traveling through contracted providers;
- Quotation of services, reservations and issuance of air tickets, hotels, extension of stays;
- Management of medical repatriation services with & without medical escort;
- Case management through methodologies, managing deviations occurring in the task execution process;
- Obtaining medical costs and high-cost international finances and referral to audit processes;
- Worksheet-based cases management
- Knowledge in GDPR and Healthcare industry.
- Management of services provided abroad, optimizing and potentializing the preparation and measurement of uptime, elaborating scenarios through statistical parameters, mapping the process of the operation, modeling in a structured way inputs and output procedures;
- Elaborate dashboards to communicate the management, regarding the status of the operational processes and progress, in order to boost results in the delivery of indicators (SLA, KPI's ...);
- Understand and adapt operational models through methodologies, managing cases and deviations occurring in the task execution process;
- Risk and fraud analysis;
- Evaluate, identify improvements, propose new ideas and optimize processes in order to reduce costs and generate more quality in the service, applying corrective action and measures necessary to adapt current performance to planned performance;
- Business and Financial Vision.
- Case management abroad through documents ROI (Release of Informatio), GOP - Garantee of Payment, etc.;
- Exchange rate monitoring and budgeting of foreign services from different currencies through providers.
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