Marita Ruiz Email & Phone Number

Central Bohemian Region, Czechia

Peru

• Customer Support: ensuring daily attention to customers and achieve key metrics. Also, part of the Collection Squad, which focuses on enhancing the communication with clients related to legal collection processes. • Communication: supervision and coordination with communication and marketing agency which is in charge of the ads management and content creation for social media and blog. • Employee Experience: working with projects related to performance cycle, corporate culture, on-site and online activities.

Lima, Peru

• Customer service team coordinator, ensuring daily and accurate coverage for the LATAM market.• Planning and ensure the achievement of key metrics (CSAT, first reply, solution time, etc.) by month and quarter.• Customers’ feedback gathering and filtered to share it with teams such as Tech, Product, Marketing, Education, Sales, Customer Success, Legal, and other. • Member of projects related to the user experience in order to improve their learning process in the platform (check-out, term and policies, learning environment, etc.).• Deployment of Salesforce Service Cloud and Intercom Service integrations with the platform, taking into consideration budget and OKRs.• Assurance of an accurate and updated content of support channels, legal terms and conditions, Help Center, answer templates, chatbot flow and answers, etc. → Lead Impact Team - Scholarship (volunteer)Scholarship was a Crehana’s social project which gave the opportunity of free access to the platform courses during four months to learn and to get specialized in one digital work field. Students had to apply via the website by answering a form and uploading a portfolio.• Students applications follow-up and activation of their scholarships.• Leading onboarding sessions with new students.• Development of tactics to increase the engagement and usage of web. • Understanding sessions with users (focus group, interviews, surveys).

Lima, Peru

• Digital customer support using tools such as Zendesk, Intercom and social media channels (Facebook, Instagram and Twitter).• Keep the customer service channels up to date.• Give quick replies and solutions to customers, keeping low response and resolution times.• Report frequent bugs to Tech, Product and QA teams. • Ensure case tracking.• Nurture FAQ in Help Center.• Follow up on course comments and projects of customers/students in the platform.

Lima, Peru

• Digital customer support (new and current students) using digital platforms such as Zendesk, Zopim, Intercom and social media channels (Facebook and Instagram).• Report frequent bugs and case topics.

Lima, Peru

• Monthly content planning for the official social media accounts of the university according to marketing and sales objectives. • Digital media planning, content creation and management of sub-product @quevoyaestudiar to attract new students with valuable content (Facebook, Instagram and YouTube)• Digital graphic design of posts for social media platforms.• Customer service and prospect databases gathering from Facebook interactions.• Launch and management of Alumni virtual community on LinkedIn Groups (emails, events, news, etc.).• Report, benchmark and social listening analysis, using digital analytics tools such as Quantico Trends, Facebook, LinkedIn, YouTube and Twitter. • Work at hand with digital agency and freelancers services (audiovisual, actors, merchandising, etc.). • Planning and online real time coverage of sales events (careers Open Day, Sustainability Day, etc.). • Video script and storyboards ideation.

Lima, Peru

• Official social media monitoring and listening of Universidad Científica del Sur.• Media coverage and posting key information and events from different areas and university schools (news, achievements, events, ephemeris, etc.).• Virtual transmission of internal and commercial events on social media accounts (Facebook, Instagram and Twitter).• Benchmarking reports, highlighting trends and best practices from competitors.

Lima, Peru

• Content marketing planning, designing, monitoring and analytics.• Close contact with clients (sending budgets, creating strategies and follow-up meetings).

Lima, Peru

• HP Peru's client account management, generating sales incentives for small and mid-business.• Coordination with suppliers, merchandising reception, shipment coordination, purchase and service orders creation/emission.

Master'S Degree, International Communication

A four-module master of applied research and consulting projects with the goal to solve practical problems for clients under the roles.

Bachelor, Communication And Advertising

One year qualitative research (focus groups and content semiotic analysis) to obtain the degree in Communication and Advertising. Thesis.

Undergraduate, Communication And Advertising