Mercy Estefania Rojas Medina

Maintained meticulous records of all client interactions and transactions for future reference and analysis.

• Enhanced overall team performance through active collaboration on shared goals.
• Provided exceptional support to clients during the onboarding process, fostering strong relationships.
• Managed approximately 40 incoming calls, emails and faxes per day from customers.
• Developed a strong understanding of various product offerings, enabling informed recommendations to clients.

• Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
• In-depth understanding of the application of projects at the municipal, departmental, and organizational levels, following up on planning, implementation, and monitoring processes of projects at the governmental and organizational levels
• Familiarization with specific tools and methodologies used in project management, thus strengthening project planning, monitoring, and evaluation skills
• Ability to respond effectively to petition rights and Common Utility Certificates (CUCs) in international cooperation projects
• This responsibility not only required efficient handling of the corresponding legal and administrative procedures but also a deep understanding of the associated legal and ethical implications
• Compilation and analysis of data, as well as preparation of reports and presentations related to ongoing projects and topics such as climate change, migration, gender, and financial cooperation for the creation of the Ministry of Equality, Total Peace, and the National Strategy for International Cooperation, among others.

• As a Project Formulator and Public Policy Analyst at the GOBLAB of the Externado de Colombia University, he led key strategic initiatives for the Shipyard Sector, Cotecmar, and Zonamerica
• The project called 'Economic Development and Internationalization of Technology-Based Clusters in Colombia: Asian Referents' involved the creation of strategies and policies that promoted economic growth and the internationalization of technology clusters in the country

• Company Overview: United Nations Development Program - UNDP
• Support in preparing the first Diagnostic of Human Development in Colombia in the last decade, where an essential role was played in the research and a significant contribution was made to the creation of inputs in key areas such as security, education, and human rights
• Collection, analysis, and synthesis of data to collaborate in creating tables and graphs
• Analysis to include data at the national level, illustrating regional disparities and analysis of multidimensional inequalities, considering territorial and population gaps
• United Nations Development Program - UNDP

• In the role of Research Assistant, he worked with dedication in the preparation of specific research on the Association of Southeast Asian Nations (ASEAN) and the South Asian Association for Regional Cooperation (SAARC)
• This work included a thorough analysis of economic activity among Asian countries, with special attention to the comparison of their economic models with those of Latin America, in particular, the Colombian context
• The contribution included the creation of representative graphs and the development of databases to support the research findings and conclusions
• This quantitative approach strengthened the visual presentation of information, facilitating understanding and informed decision-making

• Assisted clients with account management, effectively reducing service-related issues.
• Followed up on department reports, contact information and missing enrollment and agent information.
• Achieved established monthly goals.
• Streamlined communication processes for increased efficiency within the agent services team.
• Developed strong relationships with stakeholders across the organization, fostering collaboration and mutual support among team members.

• Collaborate with the team to develop strong and effective project proposals
• This process included the identification of needs, the definition of clear objectives, and the detailed development of execution plans
• Evaluation of the feasibility and potential impact of the projects, ensuring that they were aligned with the organizational objectives and development goals of Fedesmeraldas
• Elevated company reputation through meticulous attention to detail in all aspects of work output