Experience

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  Cetys universidad

  Jan 2017 - Jun 2017

  Auxiliar de marketing (foráneos)

  -Phone interviews focused on supporting potential students in their admission process and facilitating their student paperwork.-Quick handling of CRM database work systems.

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  Bosch méxico

  Oct 2018 - Jul 2019

  Logistic intern

  -Support in the administrative area of logistics, warehouse, and material receipt.-Development of projects for process improvement and supply chain with the SAP ERP system.-Internal and area-focused reports on compliance with the 6s and the implementation of KPIs.

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  Caliente interactive

  Mar 2020 - Jul 2022

  Experienced Social Media Agent: Customer service through brand social media platforms.Given the potential for misunderstandings on these platforms, the goal was to maintain a positive customer perspective by carefully managing information shared via social media.-Customer service on Caliente Sports and Caliente Casino social media platforms (Facebook and Twitter).-Reporting on the behavior of influencers classified as VIP players, involved in sports and betting, and with a professional relationship with Caliente, such as Werevertumorro.-Conducted a presentation on social media tasks to facilitate knowledge sharing with colleagues who would be undertaking similar activities.On Facebook:-Use of Facebook Meta page manager as the primary communication tool.-Monitoring Caliente Casino and Caliente Sports pages for player requests for support or expressions of complaints through comments or posts.-Providing assistance via inbox to players, always adhering to protocols for information requests and provision to offer support.On Twitter:-Use of TweetDeck as the primary communication tool via DM, allowing for greater visibility in reviewing tweets from players seeking support or lodging complaints about the Caliente platform.-Providing support to players who have participated in Caliente's dynamics/giveaways.-Monitoring accounts of influencers classified as VIP players involved in sports and betting for any mention or complaint about the Caliente brand, such as Werevertumorro, Jorge Vanh Rankin, SoyCristianRey, Gallito VIP, among others. Show less -Customer service via chat, emails, and calls (+100 users per shift/special events +300 users per shift).-Working under pressure and multitasking skills.-Top performance in volume (+100 users per shift as a goal and being #1 in attending the most users).-Meeting individual goals and objectives (attendance, punctuality, QA, volume, call/chat/email time to resolve the situation).-Meeting departmental goals and objectives (monthly KPIs, complaint reduction, increase in players and registrations on the website).-Supervision and training skills for new colleagues.-Proactivity to learn, work, and perform additional activities/support for Shift Managers.-Creation and modification of processes for continuous improvement by work area and departmentally.-Development of new proposals for continuous improvement departmentally.-Proactivity and pursuit of continuous improvement.-High knowledge of established processes and quick learning of new processes to be developed.-High management of systems and work tools. Show less Online Casino & Sports Betting at Caliente.MX-Experience in customer service in a call center, aiming to provide the best player experience and maintain a positive customer perspective on the online betting house.-Customer service via chat, email, and calls, allowing for multitasking activities (+50 users per shift).-Top performance focused on goal achievement, volume, KPIs, and QA.-Development of skills to work under pressure.-Quick learning and management of work systems: Genesys, IMS, MailQ, Genbet, iBet, Virtue Fusion, among others. Show less

  • Social Media Customer Service Support - Experienced Agent (Casino & Sports bets)

    Feb 2022 - Jul 2022

  • Customer Service Support Winner MX Platform - Experienced Agent (Casino and Sports Bets Online)

    Aug 2021 - Jul 2022

  • Experienced Customer Service Agent - (Casino & Sports Bets online)

    Jan 2021 - Jul 2022

  • Jr. Customer Service Agent - (Casino & Sports bets online)

    Mar 2020 - Feb 2021
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  Levecke wine, beer & spirits

  Sept 2022 - Jan 2024

  Brand development manager (spirits, wines & rtds)

  Jr. Brand Development Manager(Exclusive Brands, Co-Packing, House Brands Projects, Co-Production & Imports, TWM)Key responsabilities:- Liaising closely with customers to identify and define project requirements and objectives (e.g., Total Wine & More, Apres Hours, Y&Ys, etc.).- Developing new products for private label, co-packing, or house brand portfolios.- Defining distill brand names, flavors, bottles, caps, labels, sleeves, necks, etc.- Identifying label requirements for TTB in the USA, state regulations, and international distribution.- Creating SKUs and item numbers using Macola - Parkstreet.- Following up with the master distiller in liquid and spirit development.- Monitoring artwork development for labels, cartons, trays, shippers, etc.- Cost analysis, projections, and product inventory review to determine the most advantageous approach.- Evaluating suppliers with the Procurement and Supply Chain team.- Assessing resources, timelines, budgets, and costs (BOM - FOB - SRP).- Ensuring all components are in-house for production schedule review.- Providing inventory reports and daily sales to customers (TWM).- Monitoring storage payments for co-pack customers (Apres Hours, Y&Ys).- Maintaining sufficient inventory levels based on customer orders and projections.- Addressing customer needs (TWM, Apres Hours, Y&Ys, Specialty Imports, etc.).- Collaborating with internal departments (Production, Supply Chain, R&D, Accounting, Logistics, Compliance, Order Entry, and Sales) to meet evolving project requirements. Show less