Jimena Cervantes Email & Phone Number

- Develop and maintain relationships with VIP clients, ensuring a personalized and exceptional service experience that meets individual needs and preferences.- Design and implement VIP customer programs, including special community events and communications, to enhance client loyalty and retention.- Collaborate with cross-functional teams (Marketing, Live Ops, Customer Service) to align VIP client strategies with overall business objectives.- Monitor client feedback and industry trends to continuously refine and improve the VIP service offerings.- Handle VIP client issues and escalations, ensuring all concerns are resolved promptly and satisfactorily.- Analyze client data to identify key growth opportunities and tailor services to meet better the high standards expected by VIP customers.

Área Metropolitana De Ciudad De México

- Design and review communication plans for Garena Free Fire's multiple products, programs, and initiatives (Community, OPS, Esports, etc.)- Responsible for developing engagement strategies through multiple social media platforms and channels (Twitter, Facebook, Youtube, Tiktok, Discord, etc.)-Lead a cross-disciplinary approach (KOLS, Content, Esports, Design, Analytics, Revenue, etc.) to guarantee both the success of team initiatives and community acceptance- Responsible for implementing crisis management strategies for multiple channels following the company's guidelines to ensure that Garena's brand and products are protected while assuring proper tone within the community-Nurturing relationships with major social media platforms to create a direct feedback loop to improve channel performance- Responsible for designing, collecting, and analyzing key performance indicators and presenting actionable insights and recommendations that drive data-informed decisions for stakeholders.

- In charge of bring all Free Fire global content into spanish content for LATAM market. - Project management for: Subtitling, Dubbing, Voice Over with vendors.

Área Metropolitana De Ciudad De México

- Responsible for in-game and not in-game localization for Free Fire LATAM operation, such as Items Names, Elite Passes Names and Stories, Events content, esports, Push Notifications, Marketing Campaigns, and others.- Responsible for QA and Localization QA for Free Fire LATAM, testing mechanics, linguistic content, investigating hacks, Focus Groups and cultural support and others.- Worked directly with Subtitling, Dubbing coordination, Voice-Over and project management with different vendors.

Área Metropolitana De Ciudad De México

Producer for Rainbow 6 LATAM ShowsCraft and implementation of process to manage the workflow

Área Metropolitana De Ciudad De México

Player Behavior Specialist for League of Legends LATAM NorthCoordinate with vendor to ensure the quality bar remains at its highest for the player's support experienceTalent acquisition for vendor's positions Craft ongoing training programs and initiativesRefine and create new processes on the subject matterRedefine the parameters of the current systems delivering increment of the player trustSuccessful implementation of new systemsSuccessful training on new agent mindset

Área Metropolitana De Ciudad De México

Office ManagerPersonal managementRecord maintenanceCoordinate special eventsFile managementCommunications in all company levels Payable and receivable accountsCoordinate travelsCash flow management

Ingeniería, Ingeniería Industrial Para La Dirección

Workshop, Vendor Management

Intensive Course, English