• Building and maintaining long-term relationships with key clients, while driving growth and profitability.• Identifying opportunities for improvement in critical business metrics such as Ecommerce Traffic, Sales Conversion, increasing Average Order Value, and Returning Customer Rate.• Providing support to merchants in managing their eCommerce businesses by offering tailored solutions to meet their needs and enhancing the customer shopping experience. • Collaborating with cross-functional teams to develop customized solutions for merchants.• Mentoring and coaching team mates, helping them get set for success on their role.

• Successfully managing the project to identify international expansion opportunities for the social enterprise Startup Apprentice.• Marketing research and strategy planning recommendations for the client. During this internship, I contributed to provide a report to the client, Startup Apprentice, in order to find opportunities to expand their Fashion-Tech project ‘Stem with Style’, domestically and internationally. Providing an analysis of market competitors, identifying potential partners offline and online, and conducting market analyses for new international markets. These findings allowed the client to take a comprehensive outlook into the domestic and international opportunities that exist within the Fashion-Tech sector for their future planning and expansion.Startup Apprentice is a social enterprise based in Gold Coast, Queensland. The company has been recognized as ‘Innovation Champions’ by the Queensland Government. It has launched successful projects and project collaborations including the Student Startup Landing Pad, and what is now the largest Australian high school technology awards program, the Mayor’s Telstra Technology Awards, of which they were also a founding partner.

• Successfully leading, supervising and managing the performance of a team in the Customer Experience department, ensuring the achievement of KPIs. • Preparing and presenting reports for the executive leaders and C-levels.• Managing projects in order to improve the company’s Customer Experience. • Assisting the supervision of the company’s Contact Center provider, monitoring the operation and participating in measuring the service quality activities.

• Analysing the needs of High Value Customers, providing solutions for their requirements, finding a balance with the company’s policies.• Successfully Identifying repetitive situations in order to improve customer experience at every point of contact with the airline. • Answering requests from aviation authorities, providing the required support documentation of the operation.• Handling of cases of high impact events that occur during the operation, providing clear, concise and accurate communication to stakeholders.

• Project leader of the Customers’ Financial Information Update campaign. • Preparing reports of interest rates of the Colombian financial market.• Market research and benchmarking of Colombian and Latin American competitor banks’ promotional campaigns.• Weekly report for Executive leaders and C-levels of the news on the Banking and Financial industry. Banco de Occidente is one of Colombia’s biggest banks.