Juana Zárate Díaz
Wilrijk-Antwerpen
Summary
A skilled, dynamic and communicative customer services professional with ten years of international experience (Europe, America and South America). Specialized in Customer satisfaction,marketing and Sales.
An enthusiastic approach, fast learner with a real desire to achieve results. An analytical thinker with strong problem solving skills, together with the ability to prioritize and meet business objectives. Good communication skills developed through the need to deal effectively with people at all levels.
Overview
14
14
years of professional experience
Work History
Senior Customer Success Manager Benelux
THE INSIDERS
01.2022 - Current
- Client engagement: Cultivating and nurturing robust relationships with pivotal existing client accounts, fostering connections with executive-level stakeholders within their organizations
- Project management: Proficiently overseeing multiple client accounts and campaigns to ensure smooth operations and optimal results
- Collaboration & communication: Sustaining transparent and frequent communication channels with clients to provide timely updates on campaign progress
- Achieving campaign success: Utilizing data-driven insights to monitor campaign advancement, adeptly managing both internal and external stakeholders to achieve campaign Key Performance Indicators (KPIs) and foster enduring client satisfaction
- Customer Advocacy: Collaborating closely with business development teams to bolster renewal rates and identify expansion opportunities
- Customer Onboarding: Guiding new clients through seamless service setup and training, establishing clear objectives and expectations to facilitate a seamless transition
- Consistently ensuring client satisfaction and retention through ongoing communication
- Referral Management: Actively engage in the sales and marketing process by identifying and creating testimonials, referrals, leads, opportunities, and marketing content
- Management of key accounts: Overseeing pivotal accounts including Fossil Group, Bosch, Nestle, Dyson, among others
- Cross-selling and Upselling: Identifying and capitalizing on opportunities to upsell or cross-sell additional products or services to existing clients.
Marketing/Ecommerce Consultant
COLGRAM SAC
01.2019 - 01.2021
- Strategic Marketing Development: Formulate and execute comprehensive marketing strategies aligned with predefined objectives and budgetary constraints
- Website Enhancement Oversight: Direct the design and development efforts of websites to enhance user experience (UX) and optimize web performance
- Sales Optimization and Conversion Rate Enhancement: Implement tactics to optimize sales and elevate conversion rates, ensuring maximum profitability
- Web Analytics Monitoring: Regularly monitor web analytics and internal data sources to glean actionable insights for strategic decision-making
- Investment Strategy Development: Devise effective investment tactics by analyzing market trends and consumer behavior to maximize returns
- Email Marketing Campaign Management: Supervise the planning and execution of email marketing campaigns, ensuring alignment with overarching marketing objectives
- Performance Measurement and Reporting: Assess and report on the performance of marketing campaigns, leveraging data-driven insights to evaluate success against predefined goals
- Consumer Behavior Analysis: Analyze consumer behavior to refine email and advertising campaigns, ensuring relevance and effectiveness
- Digital Media Strategy Optimization: Evaluate and optimize media strategy and investment across various digital channels to achieve maximum impact and ROI.
Digital Campaign Manager
THE INSIDERS SAC
01.2018 - 01.2020
- Campaign Creation and Launch: Conceptualize, develop, and execute digital campaigns tailored to the specific requirements of each brand, encompassing online, offline, and Smart Review (E-commerce) initiatives
- Global Campaign Management: Oversee campaigns across the Andean Region (Argentina, Colombia, Peru, Chile, Ecuador) to ensure consistent messaging and alignment with regional preferences and trends
- Agency Coordination and Supervision: Provide clear briefs and guidance to internal and external agencies, including designers and printers, overseeing the execution of campaign activities to ensure adherence to brand standards and timeline
- Performance Reporting and Analysis: Generate regular reports detailing campaign performance metrics, including web analytics and evaluation of Key Performance Indicators (KPIs), to gauge effectiveness and inform future strategies
- Comprehensive Market Research: Conduct in-depth market research for various brands to gain insights into consumer preferences, industry trends, and competitive landscapes, facilitating the development of targeted campaigns
- Trello and IT Ticket System Management: Utilize Trello on a daily basis to streamline workflow management and collaboration efforts across campaign teams
- Proficiency in IT ticket systems to effectively address technical issues and support campaign objectives.
Customer Relationship Manager
KREDITECH
01.2015 - 01.2016
- Leadership and Team Management: Direct and oversee a team of 10 customer service representatives operating within an external call center environment, ensuring adherence to company standards and service excellence
- Enhancement of Service Procedures and Standards: Spearhead initiatives aimed at refining customer service procedures, policies, and standards within the department to elevate overall service quality and customer satisfaction levels
- Investigating and solving customer's problems which can be complex or long-standing problems that have been passed on by customer service assistants
- Resolution of Complex Customer: Investigate and resolve complex or long-standing customer problems escalated by customer service assistants, demonstrating adept problem-solving skills and a commitment to customer-centric solutions
- Data Analysis for Service Evaluation: Utilize statistical analysis and other data insights to assess the organization's performance in delivering customer service, identifying areas for improvement and implementing strategic enhancements
- Second Level Ticket Escalation: Provide support for second level ticket escalations via various communication channels including calls, email, and chat, ensuring swift resolution and customer satisfaction
- Reporting and Performance Tracking: Develop and deliver weekly reports detailing call volumes, lost calls, reactivation calls, and other key performance metrics, facilitating informed decision-making and continuous improvement efforts
- Improvement Initiatives and Results: Drive improvements in complaint resolution time by optimizing closed tickets in Zendesk, resulting in a 45% reduction
- Additionally, enhance sales call efficiency, measured by average handling time and sales stage duration, achieving a notable 250% improvement.
Customer Service Coordinator
STORA ENSO
01.2010 - 01.2014
- Order Processing and Coordination: Managed the processing of orders for the Spanish and Portuguese markets, collaborating closely with customers and local market sales managers to ensure accuracy and timeliness
- Logistics and Delivery Management: Oversaw on-time deliveries by maintaining effective communication with internal departments, manufacturing facilities, and logistics centers, facilitating seamless coordination throughout the supply chain
- Inventory Control and Order Process: Responsibility for inventory control, delivery planning, invoicing, forecasting, and other order process-related tasks to optimize operational efficiency and customer satisfaction
- Client Relationship Management: Engaged in daily communication with customers, employing a commercial approach to maximize sales and provide informed advice on paper selection tailored to client needs
- Order Confirmation and Follow-Up: Received, processed, and confirmed orders and call-offs, while conducting daily follow-up on stock availability, delivery terms, and invoice issuance to ensure fulfillment of customer requirements
- Collaboration and Communication: Maintained regular communication with internal account management and participated in (inter)national mill order planning to align activities and optimize resource utilization
- Sales Plan Monitoring and Credit Management: Monitored customer sales plans, credit limits, and overdue payments, taking necessary actions to mitigate risks and ensure compliance with financial policies.
Education
Omnichannel Ecommerce and digital marketing Specialization -
Peruvian Ecommerce Academy
01.2020
Bachelor's degree in International business -
San Ignacio de Loyola University
01.2006
Skills
- Customer Advocacy
- Customer Satisfaction
- Relationship Management
- Customer Feedback Analysis
- Client Relations
- Strategic Planning
- Customer Account Management
Languages
Spanish
English
Dutch
Computer System Knowledge
- MS Office
- Trello
- Doppler
- Google Analytics
- Jira
- Zendesk
Personal Information
- Date of Birth: 01/06/84
- Nationality: Belgian
Timeline
Senior Customer Success Manager Benelux
THE INSIDERS
01.2022 - Current
Marketing/Ecommerce Consultant
COLGRAM SAC
01.2019 - 01.2021
Digital Campaign Manager
THE INSIDERS SAC
01.2018 - 01.2020
Customer Relationship Manager
KREDITECH
01.2015 - 01.2016
Customer Service Coordinator
STORA ENSO
01.2010 - 01.2014
Omnichannel Ecommerce and digital marketing Specialization -
Peruvian Ecommerce Academy
Bachelor's degree in International business -
San Ignacio de Loyola University
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