Excel
Jennyfer Mancilla
Public Administrator And Psychology
Mexico, México
Summary
Dynamic Senior People and Communications Agent at KONE Corporation with a proven track record in data accuracy assurance and performance management. Skilled in complex data analysis, I enhanced workflow efficiency and drove process improvements. Known for clear communication and resilience in fast-paced environments, I consistently met KPIs while fostering strong team collaboration.
Overview
11
11
years of professional experience
3
3
Languages
Work History
Senior People and Communications Agent
KONE Corporation
Mexico
06.2024 - Current
- Ensured accurate and timely data input, processing, and modifications, consistently meeting departmental KPIs and maintaining high-quality standards.
- Expertly utilized Workday's Human Capital Management system to manage employee data, including hires, job changes, compensation adjustments, contract administration, master data, and reporting, ensuring alignment with business needs.
- Conducted weekly reconciliations, implementing corrective actions to prevent discrepancies and maintain data integrity within Workday.
- Served as the primary liaison between AskHR agents, Process Specialists, Managers, and Unit HR teams, ensuring clear communication and prompt resolution of documentation issues.
- Collaborated with management to drive process improvements and harmonization initiatives, enhancing workflow and team efficiency. Contributed to the development of AskHR Country instructions, Dovetail Case Management Guidelines, Workday inbox task processes, and Job Aids to standardize and support internal processes.
- Monitored and reported on key performance and process KPIs, providing accurate insights to ensure that the team met quality expectations.
- Played a key role in process analysis and continuous improvement initiatives, identifying and implementing efficiency gains that streamlined operations.
Customer Care Representative
KONE Corporation
05.2023 - 06.2024
- Created and managed service request tickets and reports for clients in the USA and Canada.
- Monitored service performance and coordinated personnel for efficient service delivery.
- Dispatched technicians and ensured timely resolution of issues.
- Managed complaint escalation and de-escalation processes, ensuring customer satisfaction.
- Followed up with customers via phone and email to ensure seamless service experiences.
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
Customer and Passenger Representative
Aeromexico
06.2022 - 04.2023
- Worked as a traffic agent at Felipe Ángeles International Airport, overseeing passenger documentation, luggage handling, and security procedures.
- Demonstrated conflict management and negotiation skills while working under pressure.
- Coordinated and led team activities to ensure smooth operations.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
English Teacher
Instituto Tepeyac
06.2021 - 06.2022
- Developed innovative lesson plans to engage students in English language learning.
- Prepared and implemented lesson plans covering required course topics.
- Increased student motivation by providing timely feedback and recognizing individual achievements.
- Promoted a positive learning environment by modeling respect, empathy, and active listening skills during all interactions with students.
- Developed and implemented high-performance foreign language curricula.
- Created comprehensive academic performance reports for students.
- Maintained regular communication with parents regarding student progress.
English Coordinator and Administrative Employee
Colegio Bilingüe Calmecac
06.2019 - 06.2021
- Resolved issues associated with education between internal departments.
- Developed continuing education programs on new trends and new processes.
- Strategized and coordinated to integrate new standards, models and organizational improvements.
- Spearheaded professional development initiatives for fellow educators, promoting best practices in teaching methodologies.
- Managed and led the English department, including teacher recruitment and staff management.
- Handled billing processes and ensured timely tax declarations.
- Spearheaded the implementation of digital strategies for online education.
- Provided training for teachers, students, and faculty on the integration of technology in education.
- Managed social media accounts, email communication, and digital marketing.
- Administered electronic billing and invoicing (CFDI 3.3).
Personal Administrative Jr. Associate
UNAM
03.2014 - 08.2019
- Managed agendas, itinerary scheduling, and travel arrangements (both national and international).
- Assisted in the editing and production of the Coursera course "How to Write a Thesis."
- Conducted an environmental impact study for the implementation of the NAICM at UNAM.
- Oversaw purchasing, billing, supplier management, and sponsorship activities.
- Coordinated public opinion surveys for high-profile clients such as Danone, Santander, and the National Action Party.
- Managed the integration of files and organized databases.
- Provided administrative support to the Human Resources department.
- Analyzed bibliographic materials, translated texts, transcribed audiovisual content, and compiled teaching materials.
- Contributed to the Informed Voting Platform (2013, 2015, 2018) and the Francisco I. Madero Chair.
- Contributed to successful project completion by tracking progress and updating team members regularly.
- Strengthened collaborative efforts among teammates by facilitating open dialogues during group discussions.
Adjunct Professor, Public Policies II
UNAM
03.2014 - 08.2019
- Managed student performance using automated reporting system, leveraging data to identify student learning needs and create action plans to overcome learning deficiencies.
- Taught Public Opinion and Polling courses, providing instruction to up to 50 undergraduate students.
- Built relationships with students, mentoring on personal, professional and academic goals while providing coaching on effective study habits.
- Evaluated and revised lesson plans and course content to achieve student-centered learning.
Education
Master of Arts - Business Administration
Technological University of Mexico
Mexico City, Mexico 05.2001 -
Bachelor of Arts - Psychology
Technological University of Mexico
Mexico City, Mexico 05.2001 -
Bachelor of Arts - Public Administration
National Autonomous University of Mexico (UNAM)
Coyoacán, Mexico City, Mexico 05.2001 -
Skills
- Analytical Problem-Solving
- Customer service and care
- Positive attitude
- Pivot tables
Critical thinking
- Clear communication
Call management
- Complex Data Analysis
- Skilled in Data Accuracy Assurance
- Tax Filing Knowledge
- Resilience in Fast-Paced Environments
- Performance Management
- Adaptability and Goal Orientation
Software
Workday
Microsoft 365
Interests
Reading
Classical music
Opera
Ballet
Travelling
Timeline
Senior People and Communications Agent
KONE Corporation
06.2024 - Current
Customer Care Representative
KONE Corporation
05.2023 - 06.2024
Customer and Passenger Representative
Aeromexico
06.2022 - 04.2023
English Teacher
Instituto Tepeyac
06.2021 - 06.2022
English Coordinator and Administrative Employee
Colegio Bilingüe Calmecac
06.2019 - 06.2021
Personal Administrative Jr. Associate
UNAM
03.2014 - 08.2019
Adjunct Professor, Public Policies II
UNAM
03.2014 - 08.2019
Master of Arts - Business Administration
Technological University of Mexico
05.2001 -
Bachelor of Arts - Psychology
Technological University of Mexico
05.2001 -
Bachelor of Arts - Public Administration
National Autonomous University of Mexico (UNAM)
05.2001 -
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