Luz Alejandra Mateus Morales Email & Phone Number

London, England, United Kingdom

London, England, United Kingdom

• Customer support (email, phone, Social Media and chat): complaints, returns, product advice and investigations. Offering a seamless service and working towards our omni-channel service goals
• Consumer experience improvements (user testing and translations)
• Supporting Team Leader in ad hoc administrative tasks
• Brand Competency Ambassador: updating product knowledge and ensuring correct
• Proactively work to mitigate any escalations and deal with returns and exchanges, order status and information on time-line logistics.
• Product advice and liaise with the Customer Resolution team and couriers

London, England, United Kingdom

• Responsible for planning, implementing and executing all virtual events including stage presentations, simultaneous sessions, virtual exhibition booths, and networking one-to-one. Also guided the attendees and speakers.
• Provided courteous, friendly, and efficient customer service via telephone, email, webchat, and social media, cultivating better relationships with our members and subscribers through customer relationship management.
• Updated the digital channels and also support some administration tasks.
• Supported all the preparation of marketing campaigns.
• Achieved more than 12 successful events.

Capital District, Colombia

• Improved customer satisfaction by 20%, through CRM.
• Planned, coordinated and carried out qualitative and quantitative research, which helped the implementation of new marketing strategies, which ultimately increased the number of students.
• Developed a digital marketing plan which improved the interaction with the student community, in addition to better promote the services provided by the Kindergarten.

Bogota, D.C., Capital District, Colombia

• Turned a family food start-up into a profitable and known business with management, marketing, finance, service and maintenance functions.
• Built relationships with local government, industry partners, employees and clients.

London, United Kingdom

• Organized events such as conferences, trainings, seminars and workshops for Colombian entrepreneurs in the UK.
• Created a data base of Colombian citizens living in the UK, which helps the consulate to promote their events.
• Supported the digital platforms.

London, United Kingdom

• Managing of the tills and interacting with people from different nationalities.
• Decreased product waste shop losses by improving the management of inventories in the shop.
• Proactive performance which was recognised by the manager of the shop.
• Provided quality training and support to new staff.

Bogotá D.C. Area, Colombia

• Improved customer’s satisfaction which allowed the development and implementation of new projects.
• Reduced the likelihood of errors due to better data management, continuous monitoring and clear and timely reporting.

Bogotá D.C. Area, Colombia

• Established strategic alliances internally which improved in-house offers and access to potential customers.
• Successfully tendered in the public sector, and reduced the processing time of legalization of contracts due to proactive coordination and monitoring.
• Built and maintained excellent relationship with other stakeholders such as internal and external lawyers and insurers.
• Achieved 100% effectiveness in the payment of taxes and compliance with government regulations.

Bogotá D.C. Area, Colombia

• Assisted the quantitative and qualitative Market Research methods of the various projects.
• Supported and organised Focus-group meetings as primary research sourcing.

Bogotá D.C. Area, Colombia

• Responsible for defining, measuring and tracking customer experience targets across Falabella ́s channels.
• Followed up the customers’ claims, which improved customer satisfaction and perception of the brand.
• Reported business performance to management, identifying, developing and coordinating the delivery of projects that impact customer experience.
• Managed a sales force team and introduce some visual merchandising ideas in order to achieve the budgeted sales.

Bogotá D.C., Colombia

• Family Company, it is a specialist in commercializing repair parts for cars and imports them.
• Supported the trade and sales area.
• Coordinated all supplier's orders and delivered them.
• Supported Administrative area.

Msc International Marketing, International Marketing, Master

General English, English Language And Literature, General, Course

Marketing And Advertising Professional, Marketing, Bachelor

Marketing Plan Course, Marketing/Marketing Management, General, Course

Customer Relationship Management Course, Marketing/Marketing Management, General, Course

Management Diploma In Quality Assurance Based On Iso 9001 – 2000., Business Administration And Management, General, Diploma

Diploma In Design, Development And Publication Of Web Sites., Web Page, Digital/Multimedia And Information Resources Design, Diploma

Diploma In Excel Expert, Basic Computer Skills, Diploma