Results-oriented digital marketing specialist with over 5 years experience in developing impactful campaigns, managing social media, and analyzing data to optimize ROI. Proven ability to lead teams and execute integrated marketing plans in a fast-paced environment.
Designed and implemented social media strategies across multiple platforms, increasing engagement and brand visibility.
Produced multimedia content for campaigns, ensuring alignment with brand voice and marketing goals.
Utilized analytics tools to interpret campaign data and inform strategic decisions.
Led email marketing efforts including segmentation, automation, and A/B testing to optimize open and click-through rates.
7 Managed Service
Provide daily support to the dedicated Customer Service or Bonus Specialist team handling Casino web pages players for Sports, Casino and Poker related inquiries., Provide Coaching and help individual development of team members to achieve monthly goals., Handle escalations and provide resolutions for customer requests., Daily reporting (Schedules adherence and productivity, KPI reports, Quality reports and feedback)., Host Byweekly Team meetings to address metrics, individual and team performance and provide updates on processes, promotions or reported issues that might affect players and drivers for daily KPIs.
Alorica
Assist customer with ADT home security systems with troubleshooting steps to ensure the equipment was working properly and issue tickets for in home assistance when a technician was required., Provide recommendations for upgrades and assist with basic account information.
Sitel Panama
Assist Capital One customers with their credit card billing issues and inquiries, update account information, renew and issue new credit cards for existing customers, assist on point redemption programs with account partners like Walmart., Help on solving issues with charges discrepancies, claims and chargebacks and route calls appropriately when required.
Degree
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First Contact Advantage
Handle escalations queue / assist with case resolutions for customer escalated requests., Technical issue assistance for both agents systems and customers accounts., Workforce reporting (schedules, KPI reports, service level monitoring, adherence reports, daily attendance reports)., Analyze statistics and metrics to determine trends and performance patterns for agents assigned., Daily Excel reports of merchants account related issues and refund related issues., Assist call center supervisor and manager., 2nd shift in-charge and weekend 1st shift in-charge.
Grat Health Works
Handle customers inquiry regarding product shipments, delivery, cost and account settings., Offer outstanding service to existing and new customers by setting accounts and answering questions regarding the product benefits., Create new accounts and update profile information, update delivery address and billing information.
Infinito Enterprises Panama
Handle customers inquiry regarding options for Federal Student loans consolidation through the different programs offered by the US Department of Education., Qualify and fill customer applications using the tools provided by the company and the federal government web sites., Advice and offer the best available options based on each particular case and follow through with document signature, preparation and processing fee.
Sitel Panama
Answering questions from Comcast customers regarding cable services and providing guidance on the resolution of basic problems related with the services and troubleshooting with customer to resolve any problem with their equipment ensuring a quick resolution and customer satisfaction.
Integrity Solutions
To handle customers concern regarding their bills, services devices and other billing and collection concerns regarding their services for Charter accounts and Sprint account holders., Basic Tech Support for Wireless devices for Sprint account holders.
Praxis-Global Research
To secure a minimum of 3 delegates per week for conferences, training and workshops with the highest level of quality customer service., Follow-up on Booking Form receipt from decision maker and ensure all signatories and information supplied., Confirm registration with client., Revert all information to Customer Service Department., Ensure all documentation / information is supplied to the client efficiently and timely., Maintain client information on database in-order to approach in future., Attend conference / training to personally meet delegates and foster future relationships., Call clients after the conferences / training to determine client’s satisfaction., Follow-up payments with clients as and when required by the Customer Service Department., Ascertain which department processes relevant invoices., Ensure invoices sent to client timely., Ensure registered client information is communicated to Customer Service Department.
LG Panama
Follow up on service calls for in-warranty customers who got referred to an LG Authorize Service Center., Contact person between the LG Authorize Service Centers and our customers for warranty and part related issues, ensure that the repair are performed in a timely manner and serve as contact with the defective return dept. if repair wasn’t successful., Assist our ASC with parts releases, warranty claims & tech support., Support calls for Home Entertainment, Home Appliances departments and Special Projects., Team Lead and Top Performer for 3.5 years. Coach and Acting Supervisor.
VCIS Panama
Outbound calls assisting Medicare beneficiaries with information about the Medicare Advantage Plans available in their area., Setting appointments for them to meet with a Licensed Medicare Specialist that will go to their area and explain the plans available for them and marketing of sponsored plans for Medicare A & B beneficiaries., Recruiting of new Brokers for the firm., Team Top performer and Floor Top 5 for the 7 months I was with the company., Team Leader.
Technologies Solutions
Take care of customer calls regarding their accounts, billing and any issue with the site., Training of the new customer services agents., Manage and update the database that the company keeps on record for all the content on its site and coordinate the process to make the site fully compliant with the 2257 regulations that apply to the site., Work with the webmasters and programmers ensuring that all the steps and procedures to comply with the law are applied and updated for every new site submitted in a daily basis., Keep a record of all the model releases and ID submitted by each webmaster and to have the database clear and updated in case any inspection was required., Daily monitoring random sites in our database and verify their compliance status.
Dell Panama
Sales and Support for custom made computers, electronics and computer accessories / software for the Employee and Students Purchase Program between Dell and their business partners., Customer Service and basic technical support., Top 5 for the department for 2 straight years. Dell Preferred Account Team Leader. Floor Mentor.
Sitel Panama
Telemarketing for Wells Fargo Bank, Customer Service Representative for 102, 123, Sony Latin America selling services and goods offered by company through various platforms (phone and emails) and Columbia House Customer Care answering customer concerns and sales through emails and white mail., Floor Mentor for Columbia House. Inbound and Outbound Sales and Customer Service Supervisor for Columbia House guiding and keeping control of agent performance and KPI compliance, provide feedback and daily monitoring and QA follow up on mails answered by agents., White mail & Imaging in charge, Columbia House white mail Inventory in charge. 25 agents under my lead.
Pronto Copias y Servicios
In charge of the store, inventory, personnel management, general designs.
Publieventos
General Designs of banners, brochure, press art, magazines.
