Sara Nicole Riaño G Email & Phone Number

Coordinated end-to-end customer experiences, from onboarding to product adoption, feedback analysis, and retention strategies, resulting in a significant reduction in churn.Developed and executed impactful email marketing campaigns, guiding users through onboarding, celebrating milestones, and offering assistance during challenging periods.Produced engaging weekly content, comprising newsletters, blogs, and social media posts, fostering consistent and compelling communication with the user community.Established and maintained a dynamic knowledge base, ensuring users had access to up-to-date information and resources..Generated insightful monthly and weekly reports on product KPIs, providing actionable data to optimize performance.Collaborated closely with cross-functional teams, including product managers and IT experts, to develop and implement new features, aligning product offerings with user needs.Conducted regular meetings with the CEO, contributing to strategic discussions and collaborative projects, demonstrating a commitment to organizational success beyond individual responsibilities.Partnered with the Growth Manager to acquire new users, drive growth initiatives, and optimize revenue streams.

As a Quality Assurance LPM+ Lead, my primary objective was to enhance the team's quality and performance by implementing new strategies and fostering continuous improvement. I played a key role in monitoring live meetings of the LPM+ team and account teams, providing valuable feedback, and implementing improvement plans.-Actively monitored live meetings of the LPM+ team and account teams to assess performance and adherence to guidelines. Utilized a structured evaluation process to rate interactions and provide constructive feedback based on established guidelines.-Developed and successfully implemented a three-phase improvement plan targeted for bottom and medium performers. This plan aimed to address performance gaps and enhance the overall quality of the entire team. By identifying areas for improvement, providing targeted training and coaching, and tracking progress, I drove positive changes in team performance.-Established "Coaching Sessions" after each interaction, where top, medium, and bottom performers were evaluated. Team members received personalized feedback and guidance through these sessions to enhance their skills, overcome challenges, and optimize their performance. This approach fostered a culture of continuous learning and development within the team.-Designed and developed an improvement plan at the group level, bringing together the LPM+ teams from the Americas and Europe. Through weekly Webex meetings and various collaborative activities, team members shared best practices, exchanged insights, and collectively worked towards elevating the team's performance and quality. This initiative facilitated cross-team learning and promoted consistency in service delivery.-Developed comprehensive reports to provide visibility into performance trends, improvement areas, and achievements. Presented findings and recommendations to stakeholders, enabling informed decision-making and fostering a culture of data-driven improvement

Bogotá, Distrito Capital, Colombia

I played a crucial role in bridging the gap between customer requirements and Cisco's services. Through effective communication, strategic insights, and comprehensive reporting, I accelerated the process of understanding customer needs and objectives, proposed tailored solutions, and helped the account teams achieve their quarterly and annual goals. -Analyze customer requirements, challenges, and goals, enabling the account teams to understand the "why" behind customer requests and align their strategies accordingly. Developed value proposals that positioned new services to meet customer needs and enhance their overall experience-Provided crucial support to Cisco account teams, including Account Managers, Services Sellers (Premium or Core), and Systems Architects to ensure customer adoption of the established lifecycle by offering visibility and timely value proposals regarding non-covered services (hardware, software) of their customers-Developed and sent final reports to the account teams, outlining the proposals presented. Leveraged tools such as Tableau and Excel to provide comprehensive data analysis and insights.

In my role, I provided high-level brokerage service by fulfilling various duties, including vetting and selecting reliable carrier partners. Demonstrated meticulous attention to detail in carrier selection, load matching, and timely delivery coordination. Built and maintained strong relationships with carrier partners, fostering trust and fostering long-term partnerships.-I conducted extensive research and utilized industry resources to identify carriers qualified to transport the load, by evaluating them on factors such as reputation, reliability, capacity, and compliance with regulatory requirements. Thoroughly vetted carriers to ensure they met the necessary criteria for safe and efficient transportation.-Engaged in effective price negotiations with carriers to secure competitive rates for the transportation of loads. Utilized strong communication skills and market knowledge to achieve mutually beneficial agreements. -Negotiations were conducted over the phone and via email, ensuring clear and documented communication of terms and expectations.-Developed and maintained relationships with carrier partners, acting as their primary point of contact and building rapport based on trust and mutual understanding. Regularly communicated with carriers to address their needs, resolve any operational challenges, and foster a collaborative working environment.

As a Customer Service Representative in the energy industry (TXU), my role revolved around providing excellent customer support and leveraging effective communication skills by explaining bill details, creating payment plans, assisting with payments, and addressing various service-related inquiries, I contributed to overall customer satisfaction and helped foster positive relationships between the customers and the energy company. These were my responsibilities:-Built and maintained positive relationships with customers by delivering exceptional customer service experiences. Demonstrated empathy and patience in handling customer inquiries and complaints, striving to provide prompt resolutions and exceed customer expectations.-Effectively communicated and explained bill details to customers, including rates, energy usage breakdowns, and any additional charges. Ensured customers had a clear understanding of their bills, promoting transparency and minimizing confusion.-Worked closely with customers to develop suitable payment plans based on their financial circumstances. Provided guidance and assistance in setting up manageable payment schedules to help customers stay current with their energy bills. Collaborated with internal teams to ensure accurate payment plan implementation.

Bogotá, Distrito Capital, Colombia

I played a critical role in ensuring seamless logistics operations, maintaining strong customer relationships, and driving team performance. Through effective communication, meticulous coordination, and strategic reporting, I contributed to the overall success and customer satisfaction at Medtronic. -Managed and coordinated logistics operations for Medtronic in Peru from Bogotá Col, ensuring timely and accurate delivery of orders. Collaborated closely with internal teams, such as warehouse and transportation, to execute logistics plans effectively.-Oversaw the end-to-end order fulfillment process, from order placement to delivery, while ensuring adherence to planned schedules and customer requirements.-Utilized SAP and other relevant systems to track and monitor order statuses, inventory levels, and transportation details, ensuring real-time visibility and effective management of logistics operations.-Maintained active communication with commercial representatives, clinics, hospitals, and patients to facilitate new orders of medical supplies and equipment. Provided timely updates, addressed inquiries, and resolved any issues to ensure customer satisfaction.-Demonstrated exceptional interpersonal skills to build and nurture strong customer relationships.-Trained and managed a small team of three individuals, providing guidance, support, and coaching to enhance their performance and productivity.-Fostered a positive and collaborative team environment, encouraging knowledge sharing, cross-training, and continuous learning.-Effectively delegated tasks monitored work progress, and provided feedback to ensure efficient team operations and achievement of targets.-Utilized data analytics tools and Excel to extract, and analyze relevant data, enabling data-driven insights and performance evaluation.

Bogotá, Distrito Capital, Colombia

I held a pivotal role in ensuring smooth product activation processes for services such as TV, internet connection, and landlines. I provided comprehensive technical support to customers, addressing troubleshooting, settings, and replacements to optimize the operational functioning of the acquired products. Additionally, I played an instrumental role in understanding customer needs and advising on the most suitable product options. Here are the key responsibilities in this role:-Ensured a seamless customer onboarding experience by verifying service availability, coordinating installation appointments, and activating services in a timely manner.-Provided exceptional technical support to customers, addressing their inquiries, troubleshooting issues, and guiding them in optimizing the operational functioning of the acquired products.-Scheduled technician visits for installation, repairs, or replacements as required by customers. Coordinated with internal teams and external service providers to ensure prompt and efficient service delivery.-Maintained clear communication with customers, providing updates on appointment scheduling, confirming visit timings, and addressing any additional requirements or inquiries.-Leveraged expertise in troubleshooting techniques, product settings, and replacements to resolve technical challenges promptly and effectively.-Actively listened to customer concerns, identified their needs, and recommended appropriate solutions to enhance their experience and satisfaction.-Processed payments on customer accounts, ensuring accuracy and timely updates. Shared auto-service payment options to streamline the payment process and enhance convenience for customers.-Assisted customers with bill explanations, reimbursements, credits, and payment arrangements, offering support and guidance in managing their billing concerns effectively.

Bogotá, Distrito Capital, Colombia

As a bilingual Customer Service Specialist at Macy's, I played a crucial role in delivering a positive ordering experience for customers. Through efficient order management, proactive communication, and a customer-centric approach, I contributed to customer satisfaction and the overall success of the organization. Here are the key responsibilities and achievements in this role:-Received and processed customer orders, utilizing internal systems and tools to accurately record and track order details. Ensured orders were entered correctly.-Exhibited strong problem-solving skills to resolve any customer challenges related to orders, such as missing items, incorrect shipments, or delivery issues. Collaborated with cross-functional teams to address and rectify issues, ensuring customer satisfaction and retention.-Prioritized customer satisfaction by ensuring a positive and seamless experience. Proactively addressed any issues or concerns raised by customers, working towards swift resolutions and maintaining customer loyalty.-Acted as a reliable point of contact for customers, offering personalized assistance and ensuring their needs were met.