Sofía Osuna Monroy Email & Phone Number

Testing and troubleshooting of forms and campaigns to ensure proper setup including compliance language and special requests.Configuring and troubleshooting real-time campaign API integrations.Lead management platform maintenance and day-to-day vendor point-of-contact.Maintenance of campaign templates, mapping, and value transforms for 45+ Informa brands.Maintenance of data quality configuration of lead management including validation lists.Responsible for leveraging lead… Show more Testing and troubleshooting of forms and campaigns to ensure proper setup including compliance language and special requests.Configuring and troubleshooting real-time campaign API integrations.Lead management platform maintenance and day-to-day vendor point-of-contact.Maintenance of campaign templates, mapping, and value transforms for 45+ Informa brands.Maintenance of data quality configuration of lead management including validation lists.Responsible for leveraging lead management platform to the greatest extent possible including identifying opportunities for process improvement.Special projects related to best practice, process improvement, data, compliance and the like, as assigned. Show less

Managed customer service-driven branding strategy by ensuring that customer feedback was aligned with corporate directives.Led a team of 10 customer service representatives, ensuring the achievement of individual and team performance targets, by creating KPI’s.Responsible for managing Service Level Agreements with vendors such as UPS, Fedex, Uber Eats, Postmates, Doordash, Roadie.Screened a daily average of 5,000 B2C shipments and prepared email blasts to advise consumers of… Show more Managed customer service-driven branding strategy by ensuring that customer feedback was aligned with corporate directives.Led a team of 10 customer service representatives, ensuring the achievement of individual and team performance targets, by creating KPI’s.Responsible for managing Service Level Agreements with vendors such as UPS, Fedex, Uber Eats, Postmates, Doordash, Roadie.Screened a daily average of 5,000 B2C shipments and prepared email blasts to advise consumers of shipping incidents or delays.Collected Opportunity for Improvement metrics and provided guidance on achieving strategic resolution.Created and managed System Operating Procedures to be used with team members as part of their training.Collaborated with cross-functional teams to handle consumer-related escalations, including legal claims, quality assurance, etc. as well as consumer research and outreach projects. Show less

Miami, Florida

Managed first line of support for brick and mortar stores, growing from 1 to 30 stores within 3 years including scaling of customer support center from 1 to 10.Directed communication with 5 micro-fulfillment centers throughout the United States, including e-commerce.Resolved customer complaints for a growing nationwide consumer base through an omni-channel support center including phone, email, and live chat.Monitored brand social media, managing Instagram and Facebook comments and… Show more Managed first line of support for brick and mortar stores, growing from 1 to 30 stores within 3 years including scaling of customer support center from 1 to 10.Directed communication with 5 micro-fulfillment centers throughout the United States, including e-commerce.Resolved customer complaints for a growing nationwide consumer base through an omni-channel support center including phone, email, and live chat.Monitored brand social media, managing Instagram and Facebook comments and Direct Messages. Proven ability to write with appropriate tone and voice on behalf of the brand.Served as junior copywriter to proofread and revise marketing content. Show less

Victoria, Canada

Doral, Florida

Bachelor Of Business Administration - Bba, Honors In International Business

Graduated Magna Cum Laude

Minor, French Language And Culture

Bachelor Degree, Commerce, Specializing In International Business

Associate In Arts - Aa

High School

Activities and Societies: French Honor Society President, inducted member of the National Honor Society Graduated ​Summa Cumme Laude​.