Gabriela Ordonez
Miami,FL
Summary
Dynamic professional with extensive experience in customer service and project management, highlighted by a successful tenure at Televisa Univision. Achieved a remarkable 145% increase in campaign reach and generated over $2M in digital ad revenue, demonstrating strong problem-solving and client engagement abilities. Expertise includes content creation and insurance claim processing, with a focus on driving exceptional results.
Overview
18
18
years of professional experience
Work History
Pharmacy Specialty Representative
CVS
Remote, FL
01.2024 - Current
- Maintain records of customer interactions, transactions, and other essential data.
- Coordinate with pharmacy staff and healthcare providers to ensure patient needs are met.
- Process insurance claims and assist customers in understanding their coverage.
Handle payment transactions, and ensure accurate billing.
Assist patients in person or via phone with their inquiries, prescriptions, and medical needs. - Provide excellent customer service by addressing questions and resolving issues efficiently.
- Assist in the intake of prescriptions and ensure accurate data entry into pharmacy systems.
- Handle prescription pick-ups, and verify patient information.
Digital Marketing Specialist
Televisa Univision
Miami, FL
01.2023 - 01.2024
- Developed and executed linear tune-in and streaming campaigns across Univision.com, UNOW, TVE, YouTube TV, and Teads.
- Managed creative asset requests, trafficking, URL tracking with Google Analytics, and flight scheduling for effective campaign execution.
- Led project management for creative updates and flighting, contributing to O&O Digital and External Media buy strategies.
- Analyzed digital metrics using Tableau and Domo to optimize campaigns and adjust strategies in real-time.
- Increased audience engagement and reduced CPTI from $26.10 to $4.38.
- Boosted tune-in rate from 1.29% to 2.32% and grew campaign reach from 650K to 1.6M.
Social Integration Manager
Televisa Univision
Miami, FL
01.2018 - 01.2023
- Executed paid digital campaigns across social media platforms to enhance client engagement.
- Provided customer support at live events, ensuring a seamless participant experience.
- Managed high-volume phone inquiries and coordinated contest prize inventory, fulfillment, and release forms.
- Developed branded content and social media campaigns for Uforia Music Series and Univision Local Digital.
- Led marketing strategies for clients like AT&T, Verizon, Rocket Mortgage, Honda, and Nissan.
- Surpassed $2M in annual digital ad revenue during the 2020 pandemic, exceeding KPI goals and strengthening client relationships.
Social Media Strategist
Spanish Broadcasting System, Inc
Miami, FL
01.2012 - 01.2018
- Managed digital marketing, social platforms, and community engagement across SBS's portfolio in Miami, New York, Los Angeles, and Puerto Rico.
- Led social media teams in four markets, driving brand growth through success metrics, product guidelines, and the development of training and educational resources.
- Designed and executed marketing strategies and budgets to boost sales and awareness for product launches, key campaigns, and events.
- Sold out Miami's #MiamiBash concert at the Miami-Dade Arena (AAA) for five consecutive years, increasing engagement by 415.4% year-over-year.
- Supported local market social media campaigns, including client-specific marketing initiatives, giveaways, and contests.
- Managed and optimized paid social media campaigns and developed content strategies and calendars for platforms including Instagram, Facebook, and Twitter.
- Tracked and reported on key performance metrics (Reach, Engagement, Impressions) using Google Analytics, Hootsuite, and Sprout Social.
Customer Service & Operations Coordinator
Spanish Broadcasting System, Inc
Miami, FL
01.2007 - 01.2012
- Managed high-volume phone inquiries, providing exceptional customer service and resolving issues promptly.
- Prepared and delivered accurate customer quotes tailored to individual needs and requirements.
- Processed customer orders from request to delivery, ensuring precision and timely fulfillment.
- Generated and managed customer invoices, maintaining detailed records and resolving discrepancies.
- Followed up on orders, quotes, and payments to ensure customer satisfaction and timely issue resolution.
- Assisted with logistics management, coordinating delivery schedules for optimal efficiency with the Customer Service and Operations teams.
- Supported various tasks including sales analysis, office duties, marketing activities, competitive research, direct mail, database management, and social media/digital marketing efforts.
Hospitality Project Manager
Elite Media & Marketing
Miami, FL
01.2023
- Managed artist, crew, and client hospitality arrangements, ensuring comfort and satisfaction before and during events.
- Coordinated travel logistics for artists, including accommodations, transportation, and special requests.
- Handled event logistics, overseeing rentals, staffing, catering, and load-in/strike to ensure smooth operations.
- Maintained dressing rooms to high standards, tailoring amenities to artists' preferences.
- Selected, trained, and supervised event staff, ensuring efficient operations and clear role assignments.
- Collaborated with internal teams and external vendors to deliver seamless artist hospitality experiences while managing budgets and negotiating contracts for cost-effective solutions.
Education
Associate of Arts - Mass Communication/Media Studies – Journalism
Santa Lucia Institute
01.1999
Skills
- Customer Service
- Problem Solving
- Call Center
- Sales
- Marketing
- Office Support
- Administration
- Creative Approach to Strategy
- Content Creation
- Art Direction
- Project Management
- Collaboration with Agency Partners
- Budget Management
- Client Engagement Skills
- Post-Sales Support
- Insurance claim processing
Languages
- Spanish, Native
- English, Native
Additionalinformation - Corecompetencies
- Customer Service
- Problem Solving
- Call Center
- Sales and Marketing
- Office Support and Administration
- Administrative Assistant
- Creative Strategy
- Copy and Art Direction
- Project Management
- Agency Partner Management
- Production Budgets
- Pre & Post Sales Project Execution
Languages
Spanish
Native/ Bilingual
Timeline
Pharmacy Specialty Representative
CVS
01.2024 - Current
Digital Marketing Specialist
Televisa Univision
01.2023 - 01.2024
Hospitality Project Manager
Elite Media & Marketing
01.2023
Social Integration Manager
Televisa Univision
01.2018 - 01.2023
Social Media Strategist
Spanish Broadcasting System, Inc
01.2012 - 01.2018
Customer Service & Operations Coordinator
Spanish Broadcasting System, Inc
01.2007 - 01.2012
Associate of Arts - Mass Communication/Media Studies – Journalism
Santa Lucia Institute
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