Mitzy Gail Villeda
CDMX
Summary
Passionate and goal-oriented professional adept at delivering outstanding customer experiences and achieving sales objectives. Known for forging genuine connections, identifying customer preferences, and delivering personalized solutions to drive revenue growth. Proficient in communication, problem-solving, and leveraging product expertise to consistently surpass sales targets. Dedicated to cultivating lasting customer relationships through exceptional service.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Community Manager
Altan Redes
02.2024 - Current
- Enhanced member satisfaction, responding promptly to inquiries and resolving issues in timely manner.
- Implemented analytics tools to track community performance, identifying areas for improvement and adjusting strategies accordingly.
- Managed social media channels effectively for improved brand visibility and increased audience interaction.
- Analyzed operational information for impact on ROI, identified trends and recommended appropriate adjustments.
- Trained new staff members on effective use of digital tools for managing communications within the online community environment efficiently.
- Collaborated with marketing, sales, and product teams to create seamless and personalized customer journeys.
- Increased customer satisfaction scores by 20% through targeted experience improvement initiatives.
- Elevated online engagement metrics, such as click-through rates and time on site, by 35% with targeted content and UX improvements.
Customer Experience
DoorDash
08.2022 - 02.2024
- Handling three main channels: Inbound, Chat and Emails for DoorDash's partner merchants, customers and dashers worldwide
- Resolving matters such as payments, account questions, driver issues, or troubleshooting
- Demonstrating customer passion through outstanding customer attention and relationship-building.
- Building and nurturing long-term relationships with customers through personalized communication, loyalty programs, and special offers
- Improved customer experience by providing knowledgeable product information and guidance.
- Managed approximately 50 cases per day from customers which allowed to increase CSAT
Team Leader
Empereon
01.2020 - 07.2022
- Collaborates with upper management to establish sales targets, goals, and quotas for the sales team based on company objectives and market conditions.
- Provides training, coaching, and mentorship to sales team members to improve their sales skills, product knowledge, and understanding of sales processes and techniques.
- Monitors and evaluates the performance of sales team members on an ongoing basis.
- Provides regular feedback, conducts performance reviews, and identifies areas for improvement.
- Develops and implements sales strategies and tactics to drive revenue growth and achieve sales targets.
Customer Service Representative
Tupperware
01.2018 - 10.2019
- Offering detailed information about the company's products or services, including features, pricing, availability, and usage instructions
- Assisting customers with placing orders, processing payments, and arranging for product delivery or pickup.
- Addressing customer complaints, grievances, or disputes in a timely and professional manner
- Troubleshooting technical issues or difficulties that customers may encounter with the company's products or services.
Education
Bachelor's Degree in Psychology -
CUDEC
CDMX2020
Skills
- Attention to detail
- Empathy
- Communication
- Continuous learning
- Team Work
- Customer Advocacy
- Resilience
- Advanced English (95%)
- Time management
Certification
- Proficient in written and spoken english
- Foundations of Digital Marketing and E-commerce, Google
- Attract and Engage customers with Digital Marketing , Google
Languages
English
Bilingual or Proficient (C2)
Timeline
Community Manager
Altan Redes
02.2024 - Current
Customer Experience
DoorDash
08.2022 - 02.2024
Team Leader
Empereon
01.2020 - 07.2022
Customer Service Representative
Tupperware
01.2018 - 10.2019
Bachelor's Degree in Psychology -
CUDEC
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