Claudia Rojas
Tampa, FL,FL
Summary
Creative and detail-oriented professional with extensive project experience from concept to development. Talents include process improvement, operations coordination, customer service and business strategies.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Operations Analyst
ConnectWise
Tampa, FL
06.2023 - Current
- Provided support to cross-functional teams, with a high attention to detail on multiple organizational projects
- Gathered and analyzed data, developed solutions to problems, and evaluated the effectiveness of new practices and procedures.
- Developed and implemented solutions to improve team processes overall organizational performance.
- Monitored and evaluated the effectiveness of new practices and procedures to ensure sustained improvements.
- Collaborated with management and staff to identify areas for improvement and to develop new processes procedures, and automation
- Implemented new processes, procedures, systems, and automation when applicable
- Coordinated cross-functional communication to align initiatives and strategies to drive efficiency
- Analyzed data to identify key performance indicators and ways to measure them
Operations Coordinator
ConnectWise
Tampa, FL
11.2021 - 06.2023
- Provided support to the Onboarding & Consulting teams on multiple Operation activities, with a high attention to detail
- Liaised with senior management to introduce new processes and technologies.
- Directed daily operations of Onboarding department, including creating projects, processing Onboarding orders and activating products for clients.
- Identified problems in operations process, applying effective solutions such as automation and improved business process methods.
- Coordinated and managed project tasks to ensure project delivery within established budgets and timelines.
- Assigned consultants to engagements per consultant availability and partner requested time frame
Customer Success Manager
ConnectWise
Tampa, FL
02.2020 - 11.2021
- Monitored customer usage data, health indicators, maturity scores, renewal dates and growth opportunities and translate into strategies for success
- Built an internal Marketing Campaign for more than 1000 colleagues to educate teams about what Customer Success team is.
- Helped to create scalable playbooks and process around customer interactions and profiles that can be used across the entire Customer Success team.
- Used strategic and tactical approaches to penetrate accounts in risk.
- Drove customer escalations to resolution by engaging directly with clients.
- Boosted customer satisfaction by working with Support and Sales teams to address and resolve concerns.
- Generated $2000 in revenue by promoting up-sell opportunities.
- Trained and mentored new team members across the globe to promote productivity, accuracy and friendly customer service.
Customer Care Specialist
ConnectWise Inc.
Tampa, FL, FL
10.2019 - 02.2020
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Prepared, completed and processed customer account forms and database changes.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Followed up on emailed or web-submitted customer inquiries within 1-2 hours.
- Reviewed contract languages to process termination request.
Marketing Coordinator
State Farm
Tampa, FL, Florida
03.2019 - 10.2019
- Strategized new approaches to meet objectives, capitalize on emerging opportunities and drive growth.
- Boosted sales by executing the sales cycle process from prospecting leads through contract negotiations and close.
- Followed up after sales to assess satisfaction and identify ongoing requirements.
- Maintained client satisfaction ratings by offering proactive resolution ideas while driving actionable responses to questions, concerns or challenges.
- Ensured effective customer communication to maintain customer satisfaction and loyalty in person and via phone.
Administrative Assistant
Gases Industriales Del Este C.A.
Caracas, Venezuela
06.2015 - 12.2015
- Managed bank accounts by paying bills and making transfers.
- Maintained the administrative folders organized by archiving bills, tax documents, purchase orders,and others.
- Collaborated with the team for events planning and organizing for decorations, gifts, raffles, etc.
- Answered calls from clients and solve customer problems.
- Supported the nationalization of products by recollecting the required information.
Brand Analyst
Empresas Polar C.A.
Caracas, Veezuela
10.2013 - 11.2014
- Managed the annual budget for brand activities.
- Coordinated advertising campaigns for the 7up brand by creating marketing activities related to the brand strategy (flyers, commercials, sampling, giveaways, etc.)
- Managed social media strategies by supervising posts, videos, arts, from designers and agencies.
- Supported different activities for the Pepsi-Cola brand by planning internal company events.
- Supported different activities related to the product by checking the colors and the quality of printed tags.
Education
Bachelor of Science - Business Administration
Universidad Metropolitana
Caracas, Venezuela10.2015
Associate of Science - Marekting
Universidad Metropolitana
Caracas, Venezuela10.2015
Academic English Program Diploma -
University of South Florida
Tampa, FL12.2016
Skills
- Process Documentation
- Process improvement
- Customer service and Success
- Bilingual Spanish
- Microsoft Office Programs: Word, Excel and PowerPoint [Advanced]
- Sales Force and Gainsight knowledge
- Training programs
- Knowledge and understanding of various social media platforms
- Event planning and execution
Certification
Insurance Florida 4/40 license
Certified Health Coach
LEAN Certification
Languages
English
Full Professional
Spanish
Native/ Bilingual
Timeline
Operations Analyst
ConnectWise
06.2023 - Current
Operations Coordinator
ConnectWise
11.2021 - 06.2023
Customer Success Manager
ConnectWise
02.2020 - 11.2021
Customer Care Specialist
ConnectWise Inc.
10.2019 - 02.2020
Marketing Coordinator
State Farm
03.2019 - 10.2019
Administrative Assistant
Gases Industriales Del Este C.A.
06.2015 - 12.2015
Brand Analyst
Empresas Polar C.A.
10.2013 - 11.2014
Bachelor of Science - Business Administration
Universidad Metropolitana
Associate of Science - Marekting
Universidad Metropolitana
Academic English Program Diploma -
University of South Florida
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