Grace Nevarez Ortiz, Mba Email & Phone Number

San Francisco, Ca, Us

San Francisco Bay Area

Marketing: *Managed event logistics, resource allocation, vendor relationships, and organized staff to assist with the execution of events. * Developed internal and external communications of company events through email campaigns, brochures, flyers, and public service announcements* Enhanced social media presence by creating and managing media content, leveraging creative storytelling and participant testimonials to boost company visibility online*initiated outreach programs to increase brand visibility and customer engagementCustomer Service Supervisor Duties:* led and developed front-line employee skills to deliver consistent and excellent customer service processes* Addressed and documented customer feedback regarding concerns about United's services and virtual assistance through the United APP* Analyzed customer usage data of United App to offer best practices and recommendations* Increased customer engagement by 40% and customer satisfaction by 75% monthly, through direct interaction with customers, handling customer inquiries, resolving customer issues, and maintaining a positive customer experience * Oversaw the implementation and enablement of new software including training teams and front-line employees on how to navigate software features to effectively collect reports and customer files Operations & Logistics Duties:* Conducted daily reports on operational performance and analyzed data to make appropriate action plans to ensure daily goals are met and execution of processes*Coordinated hourly scheduling of front-line employees to ensure optimal staffing levels and on-time departures * Monitored flights hourly and actively coordinated with internal departments in the Station Operations Center to ensure operational efficiency * Collaborated with management, stakeholders, external vendors, and team members to address operational challenges impacting (Net Promotor Score) performance, ensuring we maintain NPS scores of 80% monthly

San Francisco Bay Area

- Served as the first point of contact and brand ambassador, effectively promoting United's products and services while delivering exceptional customer service- Managed customers' inquiries and provided tailored travel solutions, enhancing customer retention, and driving customer satisfaction daily- Assisted in consumer marketing incentives and marketing events, to increase sales of club passes, bonus bucks, and travel packages through proactive outreach and customer interaction- Organized boarding process for various flights through effective time management and project management skills resulting in on-time departures- Ensured travel documents were compliant with government requirements-Filed customer claims and updated customer's files due to delayed flights, damaged baggage, change of travel plans

San Francisco Bay Area

-Collaborated with team members on a client project "PaperTacos", where we analyzed the company's performance analytics and based on the data, provided a set of thoughtful recommendations to move forward-Created media planning strategies, SEO, and SEM campaigns for various accounts and to maximize effectiveness, we optimized keywords/ ad copy and saw a 120% increase in total impressions-Analyze performance data using software programs like Excel to evaluate campaign KPIs-Managed Google Ads keyword development and Google Analytics performance analysis- Further developed and applied my understanding of digital marketing topics including SEO, SEM, Google Ads Word, Google Analytics, Paid search, paid social, and media planning by participating in 200+ hours of workshops.

San Francisco Bay Area

- Daily on-site youth supervision and program implementation, ensuring effective community outreach activities to increase relationships with youth's parents -Planned and executed youth development activities to enhance social and learning skills for youth aged 5 to 13 years old- Led homework tutoring sessions to ensure 100% completion of weekly assignments- Collaborated on conflict resolution tactics and curriculum implementation daily to create a safe enriching environment for participants- Developed daily internal and external communications of program updates and weekly events to increase program operations and communication, resulting in an increase in staff and participant engagement- Attended professional meetings and conferences to maintain and improve professional competence

San Francisco Bay Area

- Reported to the Director of Development and Deputy Director- Processed acknowledgment letters and donor correspondence - Managed Salesforce database to track and analyze donor investments, participant demographics, and program outcomes, ensuring data-driven decision-making in community outreach efforts - Coordinated event logistics, managed grant applications, and oversaw budget tracking, driving successful community outreach and fundraising event initiatives- Enhanced community outreach by creating and managing social media content, leveraging creative storytelling and participant testimonials to boost engagement and program visibility online -Performed daily administrative tasks to ensure the efficiency of daily operations and served as the first point of contact in the organization

San Francisco Bay Area

- Supervised program implementation and daily on-site youth supervision-Conceptualized and developed DIY projects such as arts/crafts activities for youth ages 7 to 13-Supervised and engaged with large groups of youth daily- Managed high level of academic and enriched program facilitation- Attended monthly professional development workshops and team-building activities

San Francisco Bay Area

- Supported monthly marketing initiatives through strategic placement of promotional materials on the sales floor, leading to a 20% increase in customer engagement- Managed vendor relationships to ensure the delivery of product orders and analyzed inventory to offer customers an exquisite liquor variety, resulting in a 15% monthly increase in the liquor department. - Mentored new employees on the day-to-day operations and customer service processes, increasing new hire performance by 50% and daily operations by 70% - Provided high-quality customer service and processed sales transactions daily, increasing customer satisfaction by 40% monthly

Bachelor'S Degree, Business Administration, Marketing

Activities and Societies: Study Abroad - American Business School of Paris (2017-2018)

Master Of Business Administration - Mba, Global Management