Customer Retention and Relationship Management:- Successfully managed and nurtured relationships with a constantly growing portfolio of clients.- Employed proactive communication strategies to address client concerns, resolve issues, and ensure overall satisfaction.- Utilized CRM tools to organize and maintain Client information, leading to streamlined communication and efficient collaboration within team members.- Implemented personalized strategies to understand client needs, anticipate challenges, and tailor solutions.Strategic Account Management and Multi-department Collaboration:- Led strategic account check-ins to identify growth opportunities and align solutions with client objectives, contributing to an expansion in account revenue.- Collaborated cross-functionally with sales, marketing, and product teams to drive customized solutions and ensure clients' long-term success.- Collaborated with the product development team to translate client feedback into actionable improvements, enhancing overall product value.Results Analysis and Reporting:- Analyzed key account metrics to extract actionable insights, enabling data-driven decision-making and the implementation of targeted strategies.- Processed and analyzed campaign reports, showcasing account performance and trends, presenting findings to clients.Process Enhancement and System Development:- Evaluated existing department processes, identifying inefficiencies and implementing improvements that streamlined workflow, resulting in increased productivity.- Developed additional internal systems, ensuring seamless client experience, issue resolution, and overall service quality.

-Managed Client accounts (Real Estate Professionals, Business Owners) establishing expectations, conducting Onboarding and Launch Calls. Assisted Clients in successfully implementing the program and systems, providing guidance and support to maximize their results. Scheduled and executed Weekly check-ins, Milestone check-in calls, and Strategy calls to periodically review Ads and account performance, present reporting and stats, gather feedback, solve questions and identify growth opportunities on the client's path to ascencion. -Helped improve client Onboarding-to-Launch and general experience by developing pre-onboarding video modules outlining the program basics and next steps, organized playlists and re-worked automated welcome sequences with emails and text messages. Developed Client Roadmaps and Checklists to create clarity, eliminate overwhelm, and ensure a smooth implementation of softwares and systems. Created FAQs, and contributed in the elaboration of a Client Training Vault Portal. Created video and written educational content, as well as weekly messaging for clients (accouncements, program updates, new features). -Developed and documented Standard Operating Procedures. Created and updated internal and client-facing templates for task assignment, client messaging, call scripts, among others. -Created internal reporting, such as KPI reports/data boards to keep track of department metrics. Helped ideating and implementing strategies to improve/maintain said KPIs.-Created/updated diverse forms to improve team's workflow, feedback gathering, client requests. -As a member of the leadership team, I participated in developing strategies that would help our organization reach its goals, contributed to keep a positive culture, and helped implementing new initiatives to improve team engagement and motivation. I also collaborated identifying areas where we could leverage technology to streamline processes and improve efficiency.

Chief Executive Officer's Assistant: -Provided general assistance and reporting for the organization's CEO, general administrative tasks (such as taking calls, setting reminders, reviewing expenses). Organized meetings, and both company related and personal trips and events.-Assisted with the company's B2B unit.-Worked closely with the Managers of each individual department, ensuring that each one had the tools/personnel/material necessary for their success. -Created and compiled content to ellaborate the internal Newsletter, and wrote company wide communications and announces.Human Resources Department:-Elaborated Job Descriptions and strategies for the recruitment of personnel for different positions across the company, from Customer Service agents to Managers and Leadership Team Members. Successfully hired 40+ team members.-In charge of posting active searches on various platforms and social networks.-Created candidate profiles, and conducted an initial screening of submitted information/tests (evaluating language, compatibility with the qualifications or skills required for the position, experience, etc.).-Conducted interviews in first and second instance (depending on the position). Scheduling final instance interviews with Department Managers/COO/CEO.-Periodically updated the internal information systems on the status of pending hires/existing employees.- Reviewed and collaborated on improving existing processes and systems, and additionally created of new ones to help improve team's efficiency.

-As the Customer Care Manager, I led multiple teams of up to 30 people in the Sales/Customer Service Callcenter. -I was responsible for the elaboration of Job Descriptions, search, recruitment, hire, onboarding and training of new personnel. Conducted periodic Quality Assurance of the service, provided support to the team and team leaders. Additionally, I was in charge of payroll, shift scheduling, and internal conflict resolution. Worked on building and mantaining the company's culture by finding the best talents for each position, while ensuring they aligned with the team's values.-Managed the Claims Department (3 employees), training and supporting the team in the management and resolution of client complaints. I also directly managed escalations and chargebacks, with a 98% positive resolution rate. -Managed the Operations Monitoring Center (4 employees), creating and documenting Standard Procedures, scheduling shifts, managing system tickets, and reviewing department reporting (often key for client complaint resolution). -I elaborated reports for the different departments, and conducted of key data analysis for decision making. Based on said reports, I worked on planning and implementing strategies to improve results and metrics. - Developed and implemented new systems and processes to improve the team's workflow and results, documented SOPs, and created Training Manuals for new hires.-Managed social media platforms (Facebook, Instagram), and review platforms (Google My Business, Trust Pilot, Yelp, Trip Advisor, BBB).-Supervised Marketing campaigns, analyzing reports and working alongside the Ad Specialists to develop/adjust strategies based on performance/season.-Collaborated on managing the website (through Wordpress), adding/updating information on news and announcements, promotions and discounts, stops, membership program and general service FAQs. Periodic audit of the site. -Reported directly to the company's owner.

- Execution of general administrative tasks. - Planning and organizing appointments, meetings, events and travels. - Direct treatment with current and potential, international and national customers. - Preparation of reports and payroll settlement, management of inputs and general maintenance of the office. - Personal assistance to the company's President in a 100% bilingual environment.