Jose Andres Villalobos Arce

Experience

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  CaMedia

  Jan 2017 - Dec 2017

  Digital Marketing Specialist

  Started as an intern for 3 months, then got hired as a Campaign Analyst and then promoted to Campaign Planner. This was one of my first job opportunities and I had the luck to work for one of the biggest digital marketing agencies in Costa Rica. In CaMedia I learned a lot about satisfying customer needs, managing customer expectations on the customer-facing side, overall report building and data analysis. Some of the things I worked on: - Elaboration of campaign reports - Customer Relationship- Analysis of campaign results - Use of Google and Facebook Analytics- Elaboration of long digital - Analysis of ad placement proposalsmarketing campaigns from inventory providers- Analysis of ad interaction - Audience measurement and reachbehavior of users based on projectionsdemographics. - Analysis of marketing campaigns to - Creating strategies according detect errors and recommend solutionscampaign objectives. Show less

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  Keystone Ski Resort

  Dec 2017 - Mar 2018

  Work & Travel Student Exchange Program - Guest Services

  I was involved in a cultural exchange program and worked as Guest Service Staff, in order to improve English communication skills and work on customer relationship, satisfaction and communication.It was great to deal with a lot of people from different cultures, this helped me understand customer satisfaction as an individual effort for each specific customer.

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  TELUS International AI Data Solutions

  Apr 2019 - now

  In October 2022 I was selected as the project manager for the account. Taking on tasks like: - Sole POC for performance-related topics with clients and other verticals of the project. - Creation of financial projections and estimates based on internal and external inputs with very low variance tolerance levels- Development, Implementation, and maintenance of performance, revenue, and quality improvement strategies (Over $500k of additional revenue generated during 2023)Task details: Intense weekly data analysis and report-building.- Weekly review of data trends to ensure performance metrics are met. - Invoice creation and submission with SOX compliance reviews.- Creation of financial projections and design of revenue-increasing initiatives. - Helpdesk Agent experience (from PC role)- PBI usage and report creation - Weekly customer business review, preparation of reports, and live calls to present results- Headcount target planning to reach production targets.- Development of several quality checks to ensure a optimal Q&A performance.- Assisting on special customer projects (ACE, Shadowing) Show less Worked as a Quality Lead for Telus International Data Solutions Project Management department. I have worked for this customer since 2019. I started as a Project Coordinator and got promoted to a Quality Lead in 2021. The Quality lead role meant more involvement in the client relationship and more responsibilities in the decision-making for Production and QA performance management. TELUS has a lot of resources allocated to employee growth and this role has pushed me towards good professional practices. I am currently focused on growing as a professional and taking on more demanding roles and tasks. Here are some of the tasks I have performed in this role: - Overall production management in alignment to weekly and monthly targets. - Weekly data analysis and report-building (RCA)- Invoice creation and SOX compliance review- Helpdesk Agent- PBI usage and report creation- Weekly customer business reviews, monthly customer reviews, and overall POC for the delivery vertical. - Contractor headcounts planning to reach production metrics.- Weekly quality metrics analysis and report creation.- Assisting on special customer projects Show less

  • Project Manger

    Oct 2022 - now

  • Quality Lead

    Apr 2019 - Oct 2022