Doris Arlene Serrano Chain

• Resolving Billing inquiries, in line with IWG credit policy Standards and Service-level Agreements as ledger conciliation, credit notes approvals
• CRM Dynamics 365 management
• Titan
• Managed to resolve 20 cases per day
• Maintain customer quality assurances and hit monthly KPI
• Resolved problems, improved operations and provided exceptional service.
• Self-motivated, with a strong sense of personal responsibility.
• Excellent communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations.
• Skilled at working independently and collaboratively in a team environment.
• Passionate about learning and committed to continual improvement.
• Managed time efficiently in order to complete all tasks within deadlines.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Proved successful working within tight deadlines and a fast-paced environment.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.
• Worked flexible hours across night, weekend, and holiday shifts.

• Resolve customer complaints via phone, email, mail, or social media
• Use telephones to reach out to customers and verify account information
• Greet customers warmly and ascertain problem or reason for calling
• Cancel or upgrade accounts
• Assist with placement of orders, refunds, or exchanges
• Advise on company information
• Take payment information and other pertinent information such as addresses and phone numbers
• Place or cancel orders
• Answer questions about warranties or terms of sale
• Act as the company gatekeeper
• Suggest solutions when a product malfunction
• Handle product recalls
• Attempt to persuade customer to reconsider cancellation
• Inform customer of deals and promotions
• Sell products and services
• Utilize computer technology to handle high call volumes
• Work with customer service manager to ensure proper customer service is being delivered
• Close out or open call records
• Compile reports on overall customer satisfaction
• Read from scripts
• Handle changes in policies or renewals

• Act as a liaison to other internal marketers for multi-product communication
• Cold calling for new customers
• Regular updates to business partners on progress vs objectives
• Discover new opportunities and platforms by which the business may engage with existing customers and attract new ones
• Calling a database of existing clients and cold calling new ones
• Update Salesforce in every call

• Company Overview: Updobeauty.com
• Developing and maintaining the company's blog
• Research, write/edit and create layout for new blog entries, as well as articles and features that express the company’s ideas, thoughts, expertise and interests while ensuring material engages a diverse audience of readers
• Where appropriate, ensure prompt response to blog comments
• Perform continuous enhancements and modifications to the blog
• Assess new standards, technologies and trends, and formulate plans for future enhancement to blogging
• Overseeing and executing social media strategies, guidelines, best practices, promotional campaigns and day-to-day activities
• Conceptualizing and leading the implementation of compelling content and programs across various social platforms that engage and communicate effectively with the audience
• Developing social media copy for both editorial and marketing efforts
• Helping to develop and establish the voice and content strategy to drive awareness and conversion while balancing short- and long-term business and edit goals
• Implementing brand growth initiatives with a focus on audience engagement
• Supervising Twitter, Facebook and Instagram accounts; setting and meeting aggressive social goals
• Identifying emerging digital trends, pushing experimentation with new platforms
• Identifying social trends and viral conversations
• Growing social audience across multiple platforms and generate engagement with content
• Collaborating with influencers to create content for platforms like Facebook, Instagram, Twitter
• Managing comments sections, responding swiftly and prioritizing feedback
• Exploring partnerships and new growth opportunities
• Managing and execute all digital content activities, including blog content and development of content marketing strategies and tactics
• Collaborated with sales team to increase brand awareness and enhance business development by building and maintaining relationships with more than 10 key accounts.

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• Company Overview: IT SECURITY ENTERPRISE
• Prepare plans, forecasts and budgets of sales by calculating the effect of both historical figures and corporate goals as timely market demand in different channels, taking into consideration the effect not only monetary growth, but ensuring penetration rates and participation market
• Plan the actions of the different areas in charge, considering the necessary and available resources to carry out these plans and budgets
• Very comprehensive and detailed product with all its features and applications knowledge
• IT SECURITY ENTERPRISE

• Company Overview: IT SECURITY ENTERPRISE
• Working technology projects in Guatemala Banking
• Find new projects Security
• Technology hold events to key customers about a specific product
• Hold meetings with senior management to project closure
• Certification in all brands Security Software to sell
• IT SECURITY ENTERPRISE

• Company Overview: IT SECURITY ENTERPRISE
• Sales Planning
• Supervision
• Leadership
• Price fixing
• Collection management
• Training
• Closing Projects
• Certification of Products
• IT SECURITY ENTERPRISE

• ACH Transfers to Headquarters in Costa Rica
• Preparation of ledger reports
• Control vendor liabilities
• Purchases , preparation of invoices
• Emails, faxes to Headquarters office
• Managed a budget for a local project