Mexico Experience
Digital Marketing Entrepreneur
Launched freelance digital marketing brand, Delarosa Digital Solutions, to provide services like landing sites, branding, content creation, and social media management for small business clients.
• Develop company website and social media pages to establish a professional brand presence.
• In the process of gaining more experience with website creation and as of now gained experience with various platforms, including Hostinger, Google Sites, and WordPress. While I'm proficient in working with all of these platforms, I have a particularly strong command of Wix.
• Acquiring practical experience in assisting with logo design for clients to aid in establishing a professional brand.
• Currently in the process of researching and exploring various resources, including online courses and content like YouTube, to develop a solid foundation in SEO, social media/google advertising, branding, and graphic design.
This is an early-stage project I work on outside of regular full-time roles. Open to full-time marketing roles to expand my experience.
CSR - Social Media Administrator
Played a pivotal role as a Customer Service Representative and Social Media Administrator for a dental and medical supplier based in the US. In these capacities, I contributed to enhancing their online reach, while also providing comprehensive support to ensure smooth operations and exceptional customer
satisfaction.
Key responsibilities include:
• Assisting in the implementation and refinement of strategies to enhance online presence and visibility, with a particular focus on social media engagement and content creation.
• Managing and maintaining social media platforms, ensuring regular and engaging content updates, responding to customer inquiries and comments, and fostering positive customer interactions.
• Efficiently handling incoming orders, promptly responding to inquiries and concerns, and
addressing customer complaints through various channels such as chat, email, and phone.
• Collaborating with vendors and cross-functional departments to ensure the timely delivery of products, while maintaining accurate records of all customer interactions and transactions.
• Assisting with processing Return Merchandise Authorizations (RMAs) and facilitating refunds as necessary.
• Contributing to the updating of product listings and descriptions, and actively participating in marketing campaigns and promotions.
• Documenting product issues, providing valuable feedback, and generating concise reports for management.
Customer Service Representative
As a Customer Service Representative (CSR), I played a crucial role in delivering flexible and innovative warranty solutions backed by A-rated insurance carriers. What was offered was a wide array of warranty plans, including date of purchase, extension, accidental damage, product replacement, commercial plans, insurance-based benefits programs, OEM warranties, whole home appliance/HVAC/electronics coverage, connected home services, subscription plans, and refurbished/scratch-dent protection.
Key Responsibilities:
• Contract Review: I meticulously reviewed customer contracts and warranty agreements to determine the type of coverage and benefits they had selected.
• Dispatching Positions: Utilizing the Five9 software and the CRM system, I effectively managed and dispatched service positions for customers based on their warranty coverage and needs.
• Inbound and Outbound Communication: I handled inbound calls from customers seeking assistance with their warranty claims, questions, or concerns. Additionally, I initiated outbound calls and responded to customer emails to provide support and information.
• Metric Tracking: Adhering to the company's metric system, I monitored and met performance targets, including Average Handling Time, ensuring efficient and effective customer service.
• Customer Education: I educated customers on the various warranty plans and coverage options available, helping them make informed decisions.
Customer Service Representative
Effectively managed inbound and outbound calls in both Spanish and English for a financial institution, demonstrating strong customer service skills.
Key responsibilities and duties included:
• Effectively multitasking with software programs such as CRMs, collaboration tools like Teams, and call management systems, while engaging with customers and efficiently routing them to various departments when needed.
• Engaging in over 100 calls per shift, providing excellent customer service, and offering
product recommendations when appropriate.
• Handing customer complaints with compassion while providing detailed information regarding their contracts.
• Managing email communications, reviewing and making changes to customer accounts, and processing refunds and payments.
• Proactively resolving customer issues, minimizing the need for supervisor intervention, and escalating unresolved grievances to designated departments for further investigation.
• Achieving a 5-star customer rating by consistently demonstrating a friendly, understanding, and patient attitude while exceeding customer expectations.
• Fulfilling additional responsibilities by consistently meeting performance benchmarks in areas such as call speed, duration, limited supervisory escalation, availability, accuracy, and volume.
• Maintaining strict adherence to all compliance procedures and verbatim guidelines to ensure regulatory compliance.
• Transferred to the back collections department, where I proactively contacted customers regarding overdue payments and worked with them to explore options to bring their accounts up to date.
Business Development Coordinator
Broadened my knowledge and gained valuable insights by working across three diverse industries:
1 - ERP/MRP Software and Solution Provider for Batch Manufacturers:
• Played a key role in providing software solutions to batch manufacturers, enhancing their operational efficiency.
• Collaborated with executive business development teams, sharing effective selling strategies and marketing insights.
• Utilized persuasive scripts to educate potential clients about our products, features, and services, while addressing their concerns with a positive attitude.
• Conducted cold calls and implemented email marketing strategies to gauge potential clients' interest.
• Generated and maintained data entries for researched leads and companies.
2 - Full-Service Human Resource Outsourcing Provider (PEO):
• Contributed to a full-service human resource outsourcing firm, delivering comprehensive HR solutions to clients.
• Assisted in nurturing relationships with prospective clients, and facilitating appointments with sales executives.
• Documented specific information, follow-ups, meetings, and demos using a CRM.
• Played a role in training new onboarding employees and providing guidance.
3 - Industrial Computer Hardware Provider for IoT Applications:
• Engaged in the design, engineering, and manufacturing services for industrial computer hardware used in IoT applications.
• Supported executive business development teams by sharing selling strategies and
marketing intelligence.
• Demonstrated expertise in addressing client inquiries, conveying product knowledge, and addressing concerns.
• Utilized cold calling and email marketing strategies to assess potential clients' interests.
Overall, consistently utilized my skills in business development, relationship management, and CRM usage to drive results and contribute to the growth of these industries.
Store Manager
As a Store Manager at Dollar General, I was promoted from Assistant Manager and successfully oversaw and managed various aspects of store operations.
Key responsibilities included:
• Hiring and supervising incoming employees, ensuring compliance with HR guidelines and deadlines.
• Handling HR inquiries and payroll processes, submitting relevant documents to the corporate office.
• Implementing store merchandising strategies, including staging, stocking, and storage of
merchandise according to district manager direction and established practices.
• Utilizing merchandise fixtures, signage, and pricing to present merchandise effectively.
• Managing inventory, including executing damages, markdowns, register scanning, paperwork, and facility controls. Conducting regular inventories.
• Following ordering practices to meet or exceed in-stock targets.
• Providing exceptional customer service leadership.
• Acting as a role model by adhering to company procedures, policies outlined in the employee handbook, SOP manual, and company communications.
• Participating in store opening and closing activities.
• Ensuring the secure deposit of company funds in the designated bank.
• Ensuring financial integrity through cashier accountability, key control, adherence to security practices, and cash control procedures.
• Maintaining a clean, well-stocked store and providing a safe environment for customers and employees.
• Analyzing operating statements to identify business trends, control expenses, mitigate shrink, and identify errors.
• Additional duties included answering telephones, setting schedules, and communicating with Dollar General corporate offices.
Education
High School Diploma
North American academic school leaving qualification awarded upon high school graduation. The high school diploma is obtained after a course of study lasting four years, from grade 9 to grade 12. Enid High School is a public tertiary school in Enid, Oklahoma, U.S., operated by the Enid Public Schools school district.
Vocational Program in Drafting & Design
Autry Technology Center is accredited by the Oklahoma Board of Career and Technology Education and the Oklahoma Department of Education. Learning drafting and design basics and beyond. Emphasis is placed on the theoretical and practical approach to engineering drawing with instruction covering basic techniques such as architectural drafting, illustration, and Computer-Aided Drafting and Design (CADD).
