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Click here or scroll down to respond to this candidateCandidate's Name
Chicago, IL Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLEPROFESSIONAL SUMMARYVersatile Communications and Journalism professional with a comprehensive background in Customer Service, Client success, marketing, media, and public relations. Demonstrated success in customer service, social media management, and strategic communications across U.S., Canadian, and Latin American markets. Strong project management, data analysis, and consumer behavior. Known for exceptional skills in influencing and engaging audiences through compelling messaging. Collaborative and solution-oriented mindset. Ability to work independently across global, virtual, and cross-functional teams with a desire to learn, develop and grow.Key Skills:Internal/external Stakeholder CommunicationsDecision-making, Problem-solving, Customer satisfaction, Relationship building, LeadershipResearch, Material Communications development, Reporting, case management, Data analysis, Multi-Tasking and PrioritizationCreative and critical thinking, Attention to detail, strategic planning, Public speaking,Category insights, Data visualization, Training, development and continuous improvementsPresentation skills, Brand management and Product service, Cross-team alignmentMarket research, Sales motivated (Retention\ Renewal)Technical skills: Adobe Premiere Pro, Adobe Photoshop, Adobe Social, Sprinklr, MS Office (Word, Excel, Outlook, PowerPoint), Google Drive suite, CRM ( Salesforce, SAP) Content management system (CMS)Social media (Facebook, Twitter, Instagram, Tiktok, LinkedIn)Fluent in English and SpanishEnglish-Spanish translationLATAM markets ExpertisePROFESSIONAL EXPERIENCEBilingual Customer Success Manager - Mintel, Chicago, IL 08/2022 04/2023Proficiently served and engaged with a broad spectrum of global clients, spanning multiple industries, including but not limited to Beauty, Food & Drink, Pharma, Household, Pets, and Marketing, demonstrating a strong ability to adapt and communicate effectively with diverse stakeholders, including manufacturers, suppliers, and retailersDeveloped, monitored, and reported on dashboard metrics to measure the overall customer healthProvided training sessions and analytical support daily to Mintel users on Mintel toolsPerformed daily creation and delivery of multiple data pull requests. Analyzed the collected data from both internal and syndicated sources, focusing on consumer attitudes and behaviors, new products, flavors/fragrances, ingredients, and other relevant analytical resources.Created and presented decks highlighting trends and innovative products to various stakeholders, including the marketing, insights, and R&D departments, as well as decision-makers from CPG companiesCollaborated with the sales department to develop and implement strategic service plans, resulting in increased client renewals and upgrades with a retention rate of over 90%Monitored accounts status health to identify risks of cancelation, implemented successful strategies to eliminate risk and improved overall accounts healthCustomer Service Supervisor (BO), Translator & Validator, Social Media Writer-H&M, Chicago, IL 06/2018- 6/2021Supported 200+ first line agents in resolving customer inquiries, complying with policies and procedures and determining solutions for customer service issuesProvided customer service and developed multimedia content for H&Ms American, Canadian and Latin American clientele, achieving 94% customer satisfaction and 95% customer resolutionHandled escalated client issues in non-scripted environments, achieving 94% first contact resolution rating and 97% success rate on cases requiring follow-upCollaborated cross-departmentally in Spanish and English speaking markets as a social media agent, utilizing communication and market strategies to optimize social media presence and performance, resulting in 97% productivity rating monitoring social media platforms and 95% positive reply ratingProofread, reviewed and translated content including email campaigns, push notifications, social media, website and printed materials from English to SpanishAwarded agent of the month 7 times with highest numbers of customer complimentsMarketing, Media & Public Relations Intern. 08/2016 - 02/2017SAAR Bolivar, Manuel Carlos Piar International Airport, Puerto Ordaz, VenezuelaAutonomous service of regional airports and state government entity administering 3 airports and 10 airfieldsWrote, edited and proofread content and copy for all advertising materialsOrganized 70% of airport press conferences, wrote press materials and gave presentations to media representativesCreated stories and events that increased media coverage, brand awareness and goodwill by 50% and generated daily social media posts that increased Facebook, Twitter and Instagram followers by 40%Received audit team and accurately responded to 100% of department's policy questions, leading to company recognition of public relations teamCoordinated multiple customer research projects with the goal of enhancing our marketing strategies by aligning them with the unique needs and increasing the awareness of airport customers.Assistant Manager, Yamato Sushi Bar, Puerto Ordaz, Venezuela. 01/2011 - 04/2015Maintained food and equipment inventories and kept inventory recordsMonitored food preparation methods to ensure top quality presentationEnsured all customers received fast and friendly checkout experienceEDUCATIONBachelors Degree in Communication and Journalism, Universidad Bicentenaria de Aragua, Puerto Ordaz, Venezuela. 2017PROFESSIONAL DEVELOPMENT/AFFILIATIONSPR Agency Ready Certification, PR Council, United States, 2020 |
