Sofía Osuna Monroy

Experience

• 

  University of Victoria

  Sept 2017 - Apr 2018

  Web/Promotions/Department Assistant - Hispanic and Italian Studies Department
• 

  Wild Fork Foods

  Jan 2019 - Feb 2022

  Managed customer service-driven branding strategy by ensuring that customer feedback was aligned with corporate directives.Led a team of 10 customer service representatives, ensuring the achievement of individual and team performance targets, by creating KPI’s.Responsible for managing Service Level Agreements with vendors such as UPS, Fedex, Uber Eats, Postmates, Doordash, Roadie.Screened a daily average of 5,000 B2C shipments and prepared email blasts to advise consumers of shipping incidents or delays.Collected Opportunity for Improvement metrics and provided guidance on achieving strategic resolution.Created and managed System Operating Procedures to be used with team members as part of their training.Collaborated with cross-functional teams to handle consumer-related escalations, including legal claims, quality assurance, etc. as well as consumer research and outreach projects. Show less Managed first line of support for brick and mortar stores, growing from 1 to 30 stores within 3 years including scaling of customer support center from 1 to 10.Directed communication with 5 micro-fulfillment centers throughout the United States, including e-commerce.Resolved customer complaints for a growing nationwide consumer base through an omni-channel support center including phone, email, and live chat.Monitored brand social media, managing Instagram and Facebook comments and Direct Messages. Proven ability to write with appropriate tone and voice on behalf of the brand.Served as junior copywriter to proofread and revise marketing content. Show less

  • Customer Service Supervisor

    Mar 2021 - Feb 2022

  • Customer Service Representative

    Jan 2019 - Mar 2021
• 

  Informa

  Aug 2022 - now

  Testing and troubleshooting of forms and campaigns to ensure proper setup including compliance language and special requests.Configuring and troubleshooting real-time campaign API integrations.Lead management platform maintenance and day-to-day vendor point-of-contact.Maintenance of campaign templates, mapping, and value transforms for 45+ Informa brands.Maintenance of data quality configuration of lead management including validation lists.Responsible for leveraging lead management platform to the greatest extent possible including identifying opportunities for process improvement.Special projects related to best practice, process improvement, data, compliance and the like, as assigned. Show less

  • Campaign Marketing Operations, Sr. Coordinator

    Apr 2024 - now

  • Digital Platforms Coordinator

    Aug 2022 - Apr 2024