Maria Isabel Galindo Jaramillo

• Established comprehensive knowledge base system as reference tool for both staff members and customers seeking assistance or information.
• Provide duty of care to in-country customers.
• Deliver program events and meet-ups.
• Utilized advanced analytical tools to assess program metrics and generate actionable insights that drove continuous improvements in client experience.
• Analyzed customer feedback data to identify trends, and program improvement based on insights gained.
• Manage complaint escalation and other customer service initiatives.
• Deliver and share customer feedback.
• Other program admin and projects as requested.
• Create and Manage online community.
• Offer emergency support, if any.
• Monitored Customer Experience Coordinator team performance, providing constructive feedback and coaching when needed.

Achievements:

• Improvement of client satisfaction score from 47 to 89.
• To increase in 10% Colombia's program applicant number in 1 year.
• Collaborated with cross-functional teams to develop strategies that improved overall customer experience.
• Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
• Reduced overall wait times for customers contacting support services by optimizing staff schedules and resource allocation.
• Introduced personalized follow-up procedures after resolving complaints, increasing positive feedback from customers about their experiences.

• Supporting customers in HR-Tech & Mar-Tech industries from prospects to active users to generate customer loyalty.
• Managing interactions between customers and company.
• Fostering customer retention by ensuring smooth customer journey.
• Collecting and analyzing data to improve client-company relationship.
• Identifying market opportunities to grow new business across dedicated accounts.
• Providing service and support, going extra mile to retain customers.
• Prospecting new clients.
• Identifying right buyer personas to generate outbound leads and qualify them.
• Implementing social selling strategies to generate inbound leads.
• Social media content and other marketing tools creation.
• Developed strong relationships with key stakeholders, fostering long-term partnerships and loyalty.
• Provided exceptional support during product launches, ensuring seamless integration into clients'' existing operations

Achievements:

• Scheduling 6 discovery calls per month in average.
• Increasing of new business opportunities from existing clients in 20%
• Increasing of inbound leads in 10%.
• Championed initiatives aimed at increasing customer retention rates through proactive engagement strategies.
• Managed a diverse portfolio of clients, ensuring timely delivery of HR services to meet their unique needs.
• Championed initiatives aimed at increasing customer retention rates through proactive engagement strategies.
• Enhanced client satisfaction by proactively addressing concerns and providing tailored solutions.
• Formulated detailed account plans outlining objectives, timelines, and KPIs for successful client management.
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Worked closely with Recruitment and Operations departments to create product which aligned with needs of US$ 1.000.000 annual revenue client.
• Leveraged data and analytics to make informed decisions and drive business improvements.

• Creation of appealing content for use in both organic and paid social media content according to marketing campaign strategies.
• Researching for client news on LinkedIn and Twitter to constantly get updates related to current Boldr clients such as job offers, alliances, awards, and achievements, with the objective to smooth interactions between the clients and the company and identify new business opportunities
• Carrying out client and prospect care activities on social media to boost client care and create brand awareness with prospects.
• Proposing and creating social media organic content (LinkedIn, Twitter, and Facebook) with the objective to generate engagement and brand awareness.
• Talent acquisition research activities and creating a TA enhancement strategy on social media to achieve new Role hiring promotion, employee advocacy, among others.
• Supporting other marketing, sales, and business development activities requested by managers.
• Generating respective weekly reports to the marketing team and managers.

Achievements

• Increasing engagement rate on LinkedIn in 15%
• Creation of other important marketing content like Case Studies.
• Inbound Leads increasing for Talent Acquisition team in 15%
• Lead generation for Business Development team in 10%
• Responded promptly to customer inquiries on social platforms, fostering positive relationships between consumers and the brand.
• Conducted competitor analyses, identifying unique opportunities to differentiate our brand within the marketplace.
• Collaborated with cross-functional teams to develop integrated marketing campaigns that leveraged the power of social media channels.

• Refined sales pitch techniques based on ongoing evaluation of results, continuously adapting and improving for optimal outcomes.
• Increased client base by identifying potential customers and initiating strategic outreach.
• Created customized presentations tailored to individual client needs, effectively communicating value propositions.
• Understanding Boldr services inside and out and articulate the company's value proposition clearly.
• Appointment setting.
• Test and iterate constantly based on what is working, what isn't, and new ideas that are sparked along the way.
• Reporting back against metrics clearly to help understand performance and identify areas of opportunity and improvement.
• Determine prospect needs and craft appropriate responses to provide information on suitable products and services.

Achievements:

• Managed needs of more than 10 customers at once using strong prioritization and multitasking abilities
• To be transferred to the Marketing Team to work more directly on lead generation and marketing strategies to nourish the BDR team.

• Finding the best media matches for The Lost Executive Online Magazine and The Logbook.
• Drove revenue growth by consistently meeting or exceeding sales targets through strategic planning and execution.
• Implemented innovative outbound marketing campaigns to raise brand awareness and drive lead generation efforts for the magazine.
• Conducted comprehensive market research to identify potential leads and generate new prospects.
• To Identify and pursue opportunities to upsell company products and services.
• To aid in creating sales materials, and making advertising deals on behalf of clients.

Achievements:

• Expansion to a new market for the company: Latin America.
• To identify new business opportunities from other industries.

• Enhanced community engagement by creating online events and missions.
• Acting as the main point of contact in COUNTRY for the Streetbees user community.
• Designing and implementing a country-wide social media strategy, working to predefined targets.
• Actively growing the Streetbees in COUNTRY through creating and managing a user acquisition strategy.
• Providing project management support and delivery to London HQ teams.

Achievements:

• Creating the community in Colombia from scratch.
• To gain +100 Facebook followers in the first month of the community opening.

• Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
• Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
• Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
• To ensure the accomplishment of handbooks, processes, and regulations.
• Maintaining focus and strategy when navigating unprecedented change.

Achievements:

• Sales increase in 25%
• Implementation of new sales channels.
• Sustainability certification rule implementation.

• Conducted regular check-ins with existing clients to assess their needs and identify upselling opportunities.
• Participated actively in networking events and trade shows, representing the company professionally and expanding its reach within target markets.
• Delivered informative presentations to potential clients, showcasing the unique value of products or services offered.
• Building long-lasting client relationships using strengths in communication and interpersonal relations.
• Acquisition of new international sponsors for specialized online and offline media.
• Support in the organization of international events and sponsor acquisition.
• Communication and inbound email marketing campaigns.
• Inbound Client acquisition.
• Client Success Activities.
• Acquisition of Media Partnership agreements.
• Advertising campaigns coordinator.

Achievements:

• Acquisition of new international sponsors for 2 new markets: Colombia and Mexico.
• Acquisition of Media partnership agreements for different events worldwide.
• Product and service portfolio diversification to specific client niches.
• Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
• Implemented innovative tactics for lead generation, increasing overall conversion rates substantially over time.
• Monitored industry trends and competition, adjusting sales strategies accordingly to maintain a competitive edge in the market.
• Coordinated with finance department to ensure timely payment of invoices, addressing any discrepancies or issues in a prompt and professional manner.
• Worked closely with internal stakeholders to ensure timely delivery of products or services, resulting in high levels of client satisfaction.
• Exceeded sales targets consistently by identifying new business opportunities and creating customized solutions for clients.
• Negotiated contracts successfully, securing favorable terms for both the company and clients.
• Developed a solid pipeline of prospects through diligent research and targeted outreach efforts.
• Streamlined account management processes for increased efficiency and improved client retention rates.

• Conducted regular check-ins with existing clients to assess their needs and identify upselling opportunities.
• Participated actively in networking events and trade shows, representing the company professionally and expanding its reach within target markets.
• Served as point of contact for assigned international client accounts, maintaining client satisfaction and loyalty.
• Online sales coordination.

Achievements:

• Online sales process implementation from scratch.
• Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
• Implemented innovative tactics for lead generation, increasing overall conversion rates substantially over time.
• Exceeded sales targets consistently by identifying new business opportunities and creating customized solutions for clients.
• Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.

• Exports coordination.
• To support the Commercial Director with promotion,marketing activities, and international client acquisition and advocacy strategy.
• Managed international accounts by building strong relationships and maintaining open communication channels for better collaboration.
• Retained 80% of clients and brought in 5 new clients resulting in increased revenue and improved customer satisfaction scores

Professional Internship

• To advise entrepreneurs in importation and exportation processes, international distribution, and market intelligence, among other foreign trade operations.
• Resolve customer queries and problems using effective communication and providing step-by-step solutions.
• Delivered informative presentations at seminars, educating prospective clients on foreign trade topics.