Laura Alejandra Carreno Celis
Bogotá
Summary
International Business Professional with 4 years of experience in sales development and customer relationship management.
Proven expertise in leveraging CRM platforms such as Salesforce, HubSpot, and Jira to drive data-driven decision-making, improve sales processes, and enhance client satisfaction.
Adept at building strong customer relationships, resolving conflicts, and managing cross-functional teams to meet business objectives. Known for effective communication, emotional intelligence, and adaptability in fast-paced environments.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Sales Development Representative
LEAN SOLUTIONS GROUP
01.2024 - 08.2024
- Captured the attention of potential clients and built strong, lasting relationships through targeted social media engagement such as LinkedIn, significantly driving new business opportunities and growth potential for the company.
- Used data analytics with the help of CRM to identify and track sales trends and develop actionable insights and conducted in-depth analysis of each potential client company and its key decision-makers to inform strategic outreach approaches and maximize engagement opportunities.
- Built strong relationships with existing customers to enhance their experience with the company, deepening product understanding and identifying opportunities to offer additional solutions that drove further sales growth.
- Won new business by articulating full value of company's capabilities to prospects.
- Conducted comprehensive market research to identify prospects with staffing needs, increasing initial response rates.
- Coordinated event appointments to maximize attendance and strengthen engagement with key decision-makers.
- Implemented tailored email follow-up strategies aligned with each lead stage, innovating relationship management and improving ongoing communication.
Inside Sales Representative
Seaboard Marine
07.2023 - 12.2023
- Answered promptly to customer inquiries and efficiently resolved complaints with the help of CRM, strengthening client relationships and improving overall customer experience.
- Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions while establishing trust and loyalty that drove repeat business.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Delivered highly accurate shipment quotes and optimized shipping routes, enhancing profitability and customer satisfaction through reduced transit times and costs.
- Coordinated seamlessly with logistics, operations, and customer service teams to ensure smooth shipping processes and minimize delays.
- Streamlined route planning and proactively addressed complex shipping challenges, maintaining on-time deliveries and improving operational efficiency.
Customer Service Specialist
Intouch CX
06.2021 - 06.2023
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Organized and led team meetings and training sessions, promoting collaboration and improving team performance, also developed engaging visual content using Canva to improve the learning tools.
- Contributed to high client satisfaction and operational efficiency through proactive service and streamlined processes.
Banking Customer Service Representative
Atento BBVA
12.2019 - 11.2020
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
Education
Specialist - Project Management
Fundacion Universitaria Uniminuto
Bogota, Colombia11-2023
Bachelor of Professional Studies - International Business
Universitaria Agustiniana
Bogota, Colombia11-2022
Skills
- Effective communication: Clear and persuasive information conveyance
- Teamwork and adaptability: Collaborating across departments and adjusting to rapid changes
- Critical thinking: Managing emotions and fostering empathy in relationships
- Conflict resolution and negotiation: Skillfully handling difficult situations and closing favorable deals
- Proactivity and time management: Initiating solutions, prioritizing tasks, and meeting deadlines
Languages
Spanish
Native language
English
Proficient
C2
French
Beginner
A1
Certification
- Project Management Diplomate
- Power BI
- Agile, Scrum, Kanban methodologies
- Lean Project Management
- Leadership and Organizational behavior
- IELTS C2
Additional Information
CRM (JIRA, Salesforce, Hubspot) - Microsoft Office - Canva - LinkedIn - Sales Navigator- STARS
Timeline
Sales Development Representative
LEAN SOLUTIONS GROUP
01.2024 - 08.2024
Inside Sales Representative
Seaboard Marine
07.2023 - 12.2023
Customer Service Specialist
Intouch CX
06.2021 - 06.2023
Banking Customer Service Representative
Atento BBVA
12.2019 - 11.2020
- Project Management Diplomate
- Power BI
- Agile, Scrum, Kanban methodologies
- Lean Project Management
- Leadership and Organizational behavior
- IELTS C2
Specialist - Project Management
Fundacion Universitaria Uniminuto
Bachelor of Professional Studies - International Business
Universitaria Agustiniana
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