Hi there! Jesus here.
<aside> <img src="/icons/mail_gray.svg" alt="/icons/mail_gray.svg" width="40px" /> Email
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<aside> <img src="/icons/phone-call_gray.svg" alt="/icons/phone-call_gray.svg" width="40px" /> [Phone](tel:+1 (317) 406-6996)
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<aside> <img src="/icons/chat_gray.svg" alt="/icons/chat_gray.svg" width="40px" /> WhatsApp
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🌐 Copywriting
🌐 Project Management
🌐 Data Analysis
🌐 Leadership
🌐 Content Creation
<aside> <img src="/icons/arrow-right_gray.svg" alt="/icons/arrow-right_gray.svg" width="40px" /> Google Digital Marketing & E-commerce Professional Certificate
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<aside> <img src="/icons/arrow-right_gray.svg" alt="/icons/arrow-right_gray.svg" width="40px" /> Project Management Certificate
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<aside> <img src="/icons/arrow-right_gray.svg" alt="/icons/arrow-right_gray.svg" width="40px" /> International Business Administration
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<aside> <img src="/icons/arrow-right_gray.svg" alt="/icons/arrow-right_gray.svg" width="40px" /> A.S. Business Management
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Reading
Listening to Music
Playing Videogames
Traveling
I have over 9 years of experience in corporate roles across Banking, Entertainment, and BPO industries, performing in customer service, data analysis, and operations management positions.
As a Digital Marketing & E-Commerce professional, I am eager to share my analytical, communication, and leadership skills in a role where I can contribute creatively through content creation, data analysis, storytelling, and more.
<aside> <img src="/icons/passport_gray.svg" alt="/icons/passport_gray.svg" width="40px" /> My Site
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<aside> <img src="https://i.pinimg.com/736x/8a/15/b6/8a15b646a6856d20854c2ac22623d971.jpg" alt="https://i.pinimg.com/736x/8a/15/b6/8a15b646a6856d20854c2ac22623d971.jpg" width="40px" />
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<aside> <img src="https://freeiconshop.com/wp-content/uploads/edd/youtube-flat.png" alt="https://freeiconshop.com/wp-content/uploads/edd/youtube-flat.png" width="40px" /> Valizure
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<aside> <img src="/icons/activity_gray.svg" alt="/icons/activity_gray.svg" width="40px" /> Project Manager Drea & Co. (2024 - Present)
<aside> <img src="/icons/target_gray.svg" alt="/icons/target_gray.svg" width="40px" /> Senior Operations Supervisor Solvo Global (2021 - 2023)
I worked as an Operations Manager for law firms, payroll services, tax services, startups, customer experience, real estate, and caregiving services. Managing positions like case managers, medical records analysts, claim developers, legal intakers, administrative assistants, payroll specialists, accounting clerks, property managers, project managers, marketing assistants, graphic designers, copywriters, brand developers, etc. I helped expand some of these operations, increasing my total team members count from 10 to 44 in less than two years which granted me the Senior title, through KPIs creation and tracking, power BI data visualization, coaching sessions, interviews, selection of the right candidates for the positions, arranging the onboarding process for new hires, onboarding new clients, following upon SOPs creation, constant contact with stakeholders, payroll reports, performance presentations, and more.
My role was to ensure that operations were working as expected for my clients, communicate any disturbance affecting their function or the possibility of growth to stakeholders as soon as possible, and find a solution. It required working with other departments, such as HR, Customer Support, Onboarding, IT, Billing, and our BDRs.
As an Operations Manager, I demonstrated strong communication skills, organizational skills, the ability to lead, coordination, time management, and prioritization.
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<aside> <img src="/icons/headset_gray.svg" alt="/icons/headset_gray.svg" width="40px" /> Customer Service Representative OneLink (2018 - 2020)
During my first year in this role, I worked as a bilingual agent of involuntary flight changes for one of the biggest airlines in Latin America. My role was to find multiple options for passengers to fulfill their itineraries and accommodate them on new flights within our airline or allied ones, according to our policies, after involuntary changes occurred to a flight (Weather, aircraft changes, etc.). Inputting commands on the global distributing system would allow me to see the options available to create new itineraries for our passengers. I got promoted after 4 months to the agency and VIP attention service line because of my Average Handling Time (AHT) when working and finding solutions for our customers.
For the second year, I switched to a different account and worked as a customer representative for a relevant cellphone gaming company. My role was to help customers with issues and concerns through a ticket system. Some of these could be problems when trying to open and access the app, payments within the app, issues with rewards, or special events. I followed the internal procedures manuals and built rapport with customers to solve their problems.
To be a good customer representative I proved empathy, active listening, problem-solving, computer skills, and resilience.
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