Experienced digital marketing professional skilled in content creation, social media, and SEO strategies.
Developed and executed content plans aligned with brand goals and target audiences.
Utilized platforms like Facebook, Twitter, and LinkedIn to grow online presence and engagement.
Implemented keyword research and on-page SEO practices to enhance website visibility.
Supervised a team of content creators and coordinated cross-functional projects.
Lean Solutions Group S.A
Manage differents accounts at the same time, providing the correct information via emails., Resolve the incovinience the driver will have during the time he is moving the container., Gather the information about the container number and the ETAs of the loads when the customer need it., Send the seal exceptions with the accurate information and advise the customer what is the situation about their containers and their prodcts., Schedule service repairs to the container to fix the trailer as quickly as possible to delivered the load in the promisse time and date., Verify the information of the load and add if the product is hazardous or non hazardous to add the properly quote to prevent missinformation with the driver., Schedule the laods in the promisse date and time., Review the route of the load will take to ease the delivered., Build the reports about the loads confirmations, the delivered appointments, and the loads are tendered in Excel.
World Connection S.A
Actively listen to the customer's concern to understand their main reason for the contact., Provide excellent customer service emphasizing with the customer about their needs on the issues they are calling for., Resolve the customer's concerns on a fast manner, pay attention to the keywords used when the customer explains what their issue is, and provide a resolution adding an extra mile so the customer can understand how to resolve the issue in the future, if needed., Knowledge of the software features on both operating systems (Windows and Mac)., Confirm the user's needs, and provide better ways of the software management, such as Investing features, budgetting, reporting, categorizing, rental management and business management including 'Schedule' categories for taxes and also provide help when the customer needs to reconcile account registers with online statements., Verify issues when installing and resolve systematic problems with Windows and Mac related to blockers and/or firewalls that wont allow the software to install., Help on creating product accounts, when needed guide the user to purchase in-website or process orders on Magento, download and send invoices or credit memo confirmations.
International Politics Analyst
Degree in Public Politics
Bachelor of Computer Science
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Quicken Technical Support (Tier 1)
First time user guidance on how to use the program for a better usage., Explain how to purchase the product, when needed, and guide the user on how to install the product for both Operating systems - Windows and Mac., Provide best practices on how to use the product on different features depending on the users' needs. Budget creation, business features, rental property features, setup of different type of accounts (assets, loans, mortgages, liabilities, spending accounts and investment accounts for tracking), reports and proper user of reminders, bill payment feature and more., Call the specified user on the assigned time, one hour sessions and if needed follow up to complete the coaching session., Confirm with the user for one time resolution questions, capability to understand the user concerns and provide an excellent service for user satisfaction.
Quicken 1-2-3 and Callbacks (Back Office)
Last level of support for users' concerns., Provide an excellent service for users that are not happy or unsatisfied with the product's features and/or issues that have not been resolved during various contacts., Report product bugs to higher level or internal developers department., Follow up with customers that have been reaching out to customer support with no resolution on simple issues., Knowledge of both Operating Systems - Windows and Mac to better understand the user's concerns. Capability to answer all questions without hesitating on the proper answer to provide for first contact resolution on the executive side., Audit of previous contact, monitoring and calibrating faulting interactions, and provide feedback for agents that have not done the right steps previous to the Office of the President contact. Find out areas of opportunity and report of coaching for future references., Direct contact with the Office of the President team on Tucson to better acknowledge the resolution of the users, and proceed as requested and needed to resolve the customer's issue.
Quicken Office of the President (Back Office)
Similar to Office of the President procedures, higher level contacts for tier 1 agents., Providing further troubleshooting steps for agents to help the customer to resolve their issue., Read logs, for Quicken for Windows and Mac products, finding errors on internal tools and provide the proper troubleshooting steps or, in the case needed, send the ticket for Script escalations team to follow up on a resolution. The need of read internal logs is essential in order to be able to escalate (internal cloud logs, Open Finance Exchange logs, Customer Central error logs, HTTPLog and others)., Usage of Tier 2 specific internal tools, various escalation paths and direct contact with Tier 3 to resolve on spot escalations., Provide with slots to schedule callbacks for higher level requests, verify that the ticket information is complete and if there is a quick/on spot resolution, provide them to avoid escalations., Find and escalate possible bugs following internal guidelines to make sure the product's bug is valid and provide an on spot answer to the customer after checking with the Tier 3 team in order to generate a good customer experience for the customer., Coverage of the T2 callbacks team when there is no availability, also for Supervisor queue when the team is over-queueing., Make sure that the knowledge base articles are up to date and that there is no missing troubleshooting steps or outdated information, send weekly report for Customer Care team to have them updated as soon as possible for better user usage of the online knowledge base., In charge to provide help for internal product issues and/or OS compatibility, security system and able to resolve printer and antivirus issues when a block is generated on the user side., Various meetings with the Tier 3 Tucson team in order to discuss release compatibility, Financial Institution online banking issues, Tier 1 procedures and others - at least once or twice a week.
Quicken Higher Level of Support - Tier 2 Escalations
Similar to Office of the President procedures, higher level contacts for tier 1 agents., Providing further troubleshooting steps for agents to help the customer to resolve their issue., Read logs, for Quicken for Windows and Mac products, finding errors on internal tools and provide the proper troubleshooting steps or, in the case needed, send the ticket for Script escalations team to follow up on a resolution. The need of read internal logs is essential in order to be able to escalate (internal cloud logs, Open Finance Exchange logs, Customer Central error logs, HTTPLog and others)., Usage of Tier 2 specific internal tools, various escalation paths and direct contact with Tier 3 to resolve on spot escalations., Provide with slots to schedule callbacks for higher level requests, verify that the ticket information is complete and if there is a quick/on spot resolution, provide them to avoid escalations., Find and escalate possible bugs following internal guidelines to make sure the product's bug is valid and provide an on spot answer to the customer after checking with the Tier 3 team in order to generate a good customer experience for the customer., Coverage of the T2 callbacks team when there is no availability, also for Supervisor queue when the team is over-queueing., Make sure that the knowledge base articles are up to date and that there is no missing troubleshooting steps or outdated information, send weekly report for Customer Care team to have them updated as soon as possible for better user usage of the online knowledge base., In charge to provide help for internal product issues and/or OS compatibility, security system and able to resolve printer and antivirus issues when a block is generated on the user side., Various meetings with the Tier 3 Tucson team in order to discuss release compatibility, Financial Institution online banking issues, Tier 1 procedures and others - at least once or twice a week.
Cuentame S.A
Provide satisfaction surveys to the customer's after the service was provided., Monitor and calibrate calls from agents., Control and good management of information., Management and usage of Secure Cloud services., Quality assurance of service., Penalize mistakes of the information the agents provide to the customers during the interaction., Create and manage reports (End of the Day, Feedback, Coaching and Areas of opportunity) for agent's metrics.
Banco Industrial
Provide support and advisory - financial systematic issues - to internal areas such as Call Center, Branches and Branch Manager's., Provide internal solutions to agents during difficult contacts. Agents would reach out for help, and provided further steps to bring an efficient solution to the first contact resolution on the agent's interaction., Usage of financial/banking systems: CRM - clients database, BPM - escalations system, OS390 - transaction release permissions, AS400 - credit card transaction registry, Autoriza - banking (checking/debit) accounts registry., Control and good usage of sensitive information of clients.
