Jenny Contreras
Bogotá
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Ambitious Account Management Intern with proven to take ownership of projects and deliverables and work as an effective team contributor.
Prioritizes tasks, multitasks, manages time effectively, and performs under pressure in a fast-paced environment. Strong interpersonal and clear, concise communication skills. Meets tight deadlines while juggling multiple projects simultaneously. Results-oriented sales worker engages with customers to help establish rapport. Proven track record of building customer relationships and successfully closing sales. Committed to delivering exceptional customer service and exceeding sales goals.
To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving skills.
Overview
19
19
years of professional experience
Work History
Executive Assistant to the Chairman and CEO
Solvo Global
07.2023 - 06.2024
- Plan and coordinate travel itineraries, including flights, accommodations, and ground transportation for domestic and international trips.
- Screen and prioritize incoming calls, emails, and correspondence. Draft and proofread emails, letters, memos, and reports on behalf of CEO.
- Maintained confidentiality by handling sensitive information with discretion and professionalism.
- Proactively identify issues and implement solutions to streamline processes and improve efficiency in executive's office.
- Anticipated potential challenges in daily operations and devised appropriate solutions to maintain uninterrupted workflow in executive office.
- Efficiently manage executive calendars, including scheduling meetings, coordinating appointments, and resolving scheduling conflicts.
- Created expense reports, budgets, and filing systems for management team.
- Efficiently manage executive calendars, including scheduling meetings, coordinating appointments, and resolving scheduling conflicts.
- Maintain and update contact databases, organizational charts, and filing systems. Ensure confidentiality and secure handling of sensitive information.
- Assist in project coordination by tracking deadlines, milestones, and deliverables. Prepare status reports and conduct research as needed.
- Build and maintain positive relationships with internal and external stakeholders, including executives, clients, vendors, and team members.
- Supported decision-making processes by compiling research data and presenting findings to the CEO.
Associate-Account Management
Intouch CX
08.2022 - 05.2023
- Developed strong relationships with clients through regular communication and excellent customer service.
- Anticipated clients' needs by staying in touch on regular basis.
- Maintained high standards of customer service by answering pricing, availability, use and credit questions accurately.
- Built client relationships by acting as liaison between customer service and sales teams.
- Maintained central database of key contacts, risk ratings, financial impact and key issues.
- Evaluated costs against expected market price points and set structures to achieve profit targets.
- Contributed to the successful launch of new products and services by providing valuable feedback on client needs and expectations.
- Coordinated with finance teams to ensure accurate billing processes for all managed accounts, reducing errors and improving cash flow.
- Supported new business development efforts by participating in sales presentations and providing expert knowledge on company offerings.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Educated clients on new products or services to increase customer engagement with brand.
- Met with average of 100 clients per week consistently, resulting in 45% client retention rate.
Supervisor of Operations
SGS Colombia Holding
03.2021 - 05.2022
- Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
- Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
- Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills.
- Established clear expectations for team members, fostering positive work environment through open communication and accountability.
- Adapted quickly to changing business needs, ensuring the operations team was always prepared for any shifts in demand or industry trends.
- Developed and implemented training programs for new hires, improving overall team productivity and performance.
- Resolved conflicts between employees swiftly and professionally, maintaining a harmonious workplace atmosphere conducive to collaboration.
- Ensured compliance with company policies, industry regulations, and safety standards in daily operations.
- Proactively identified potential problems before they escalated, addressing them swiftly and effectively to minimize negative impact on daily operations.
- Boosted employee morale by recognizing outstanding work efforts and providing regular opportunities for professional development.
- Collaborated with other departments to identify areas for improvement and implement beneficial changes across the organization.
- Assisted in strategic planning efforts within the organization by providing valuable insights based on experience leading teams within similar industries.
- Completed bi-weekly payroll for over 100 employees.
Call Quality Analyst
Atlantic BPO
12.2019 - 03.2021
- Improved overall customer satisfaction by providing constructive feedback to call center agents.
- Conducted regular calibration sessions with peers and supervisors to ensure consistency in evaluation standards and scoring methodologies.
- Developed comprehensive reports on agent performance, contributing to staff training and development initiatives.
- Enhanced call quality by monitoring approximately 15 calls daily and evaluating customer interactions with agents.
- Ensured adherence to company policies and procedures during customer interactions, maintaining a high level of compliance within the call center.
- Reduced average handling time by coaching agents on effective communication techniques and problem-solving strategies.
- Supported the continuous improvement of call center operations through regular collaboration with team leaders and supervisors.
- Streamlined the quality assurance process by implementing standardized evaluation criteria across all teams.
- Completed root cause analyses for recurring issues identified during the QA process, leading to more efficient problem-solving methods within the organization.
- Championed a customer-first mindset by consistently emphasizing the importance of delivering exceptional service during team meetings and training sessions.
- Increased overall service levels by proactively addressing potential bottlenecks in workflow or processes that might impact call quality.
- Implemented best practices for effective communication between support channels resulting in improved information flow reducing response times.
Sales Operations Supervisor
Sitel De Colombia
05.2014 - 03.2018
- Increased sales revenue by streamlining sales operations processes and implementing effective strategies.
- Developed comprehensive training materials for onboarding new sales staff, resulting in quicker acclimation to company processes.
- Managed a team of sales representatives for improved performance and increased customer satisfaction.
- Introduced incentive programs for sales staff, leading to higher motivation levels and increased productivity.
- Conducted regular performance evaluations of sales representatives, identifying areas for improvement and providing constructive feedback.
- Maintained strong relationships with existing clients by providing excellent service and identifying upsell opportunities when appropriate.
- Evaluated data on stock levels, customer sales and other factors, assessed trends and reported on findings to help senior management make effective operational decisions.
- Promoted business' development by building and maintaining relationships with new clients.
- Successfully drove new product lines to increase annual profits by 52%.
Salon Owner/Operator
Owner Operator Independent
01.2010 - 02.2014
- Managed salon operations efficiently, ensuring smooth day-to-day functioning and top-quality customer experiences.
- Consistently maintained clean, organized, and welcoming environment for clients and staff members alike.
- Ensured compliance with state regulations regarding licensing, sanitation procedures, and workplace safety guidelines.
- Increased customer retention through exceptional service and consistent follow-up communication.
- Optimized scheduling procedures to maximize appointment efficiency while accommodating client needs and minimizing wait times.
- Expanded salon offerings by staying current with industry trends, incorporating new treatments into service menu as appropriate.
- Developed strong relationships with vendors, negotiating favorable pricing for salon products and supplies.
- Implemented reward system for employee performance, motivating staff to continually strive for excellence.
Logistics Coordinator
Hendricks Mercantile
02.2009 - 12.2009
- Monitored inbound and outbound freight operations to establish timely delivery of packages.
- Generated documentation and information required for customer shipments.
- Prepared and documented shipment activities and cargo movements to enable tracking history and maintain accurate records.
- Tracked orders and notified customers of status or potential delays.
- Scheduled and coordinated truck, ship and air transport to maximize productivity and maintain organized calendar.
- Collaborated with sales and customer service teams to address client concerns and expedite orders when necessary.
- Ensured compliance with industry regulations, reducing risks of fines or penalties.
- Studied data to identify trends and patterns in transportation activity.
- Identified opportunities for inventory reductions.
- Negotiated contracts to secure favorable rates and terms.
- Created and managed budgets related to logistics and transportation.
Commercial Manager
Royal Crown Catering Services LLC
02.2005 - 12.2008
- Strengthened client relationships through regular communication and timely resolution of issues, leading to increased customer satisfaction.
- Used key metrics and prepared reports for senior management to monitor performance of commercial activities.
- Monitored competitor activity, utilizing insights to inform strategic planning and decision-making processes.
- Strengthened team and organization by recruiting and hiring 20 qualified employees.
- Increased market share 45% by improving responsiveness and timeliness to customer needs.
- Managed budgets and financial reporting, ensuring accurate forecasting and cost control for optimal profitability.
- Built relationships with clients to establish new contracts.
- Managed and analyzed budgets, P&L, balance sheets and sales reports.
- Increased sales revenue by developing and implementing effective marketing strategies for commercial products.
- Devised pricing methodologies and industry strategies through economic and business analysis.
- Negotiated contracts with suppliers, securing favorable terms that resulted in significant cost savings.
- Achieved growth targets by devising creative promotional campaigns designed to attract new clients while retaining existing customers.
- Optimized supply chain management by establishing strong relationships with vendors, reducing lead times and inventory costs.
- Analyzed sales data to identify opportunities for expansion into new markets, driving increased market share.
Education
Bachelor of Science - Business Administration And Management
Universidad San Martin
Bogotá, Colombia06.2000
Skills
- MOS, CRM, Salesforce, Microsoft Outlook Calendar, Calendly, Slack, Microsoft Teams or Zoom, Ring Central, Google Drive, Microsoft OneDrive
- Clear and effective communication
- Problem-Solving
- Critical Thinking
- Project Management
- Attention to Detail
- Decision-Making
- Executive Support
- Presentation Development
- Document Preparation
- Expense Reporting
- Adaptability
- Relationship Building
- Office administration knowledge
- Schedule & calendar planning
- Phone Etiquette
- Travel Arrangements
Languages
Spanish
Native language
English
Advanced
C1
Timeline
Executive Assistant to the Chairman and CEO
Solvo Global
07.2023 - 06.2024
Associate-Account Management
Intouch CX
08.2022 - 05.2023
Supervisor of Operations
SGS Colombia Holding
03.2021 - 05.2022
Call Quality Analyst
Atlantic BPO
12.2019 - 03.2021
Sales Operations Supervisor
Sitel De Colombia
05.2014 - 03.2018
Salon Owner/Operator
Owner Operator Independent
01.2010 - 02.2014
Logistics Coordinator
Hendricks Mercantile
02.2009 - 12.2009
Commercial Manager
Royal Crown Catering Services LLC
02.2005 - 12.2008
Bachelor of Science - Business Administration And Management
Universidad San Martin
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