Jessica Sotelo
Huntsville,AL
Summary
Multi-talented Marketing Specialist enthusiastic about applying diverse skills to all areas of marketing. Flexible team player and passionate about building a better community environment for everyone. I am a native Spanish speaker and have a C1-level certification in Italian.
Overview
17
17
years of professional experience
4
4
Certification
4
4
Languages
Work History
Internal Service Desk Specialist
Icelandair
11.2018 - 06.2024
- In charge of training employees on how to use the Service Desk or any new Microsoft system brought in to use
- Improved customer satisfaction by efficiently addressing and resolving service desk tickets.
- Reduced downtime within Icelandair Group colleagues by providing timely troubleshooting.
- Consistently met or exceeded SLA targets by communicating diligently with all departments within Icelandair group and follow-up activities.
Social Media Supervisor
Icelandair
11.2018 - 05.2019
- Split my time 50/50 between this and the Internal Service Desk
- Supervised social media team members to assist our customers better
- Built a better connection with our marketing team to understand customers' concerns better
- Revised our brand in my expertise markets, like USA and Spanish-speaking markets
- Increased Social media engagements on all channels for the Icelandair brand
- Assisted in language translations of our different pages for tone and language.
Frontline Digital Specialist
Icelandair
06.2018 - 11.2018
- Documented resolutions for recurring issues, creating a knowledge base that facilitated faster issue resolution.
- Troubleshoot any errors within Icelandair's customer website.
- Developed strong working relationships with colleagues across departments, fostering a positive work environment focused on teamwork and communication.
Social Media Specialist
Icelandair
11.2017 - 06.2018
- Assisted in language translations of our different pages for tone and language.
- Upheld a consistent brand voice across all channels, tailoring messaging to align with specific platform demographics while maintaining overall company identity.
- Monitored return on investment of online and social media marketing efforts.
- Generated leads through effective paid advertising campaigns on Facebook, Instagram, and Twitter.
- Tracked competitor activities to identify opportunities for growth within the market space and mitigate potential threats.
Frontline Specialist
Icelandair
02.2017 - 11.2017
- Promoted client loyalty by demonstrating empathy and understanding during difficult interactions or complaints handling process.
- Maintained up-to-date knowledge of Icelandair's products and tourism, ensuring accurate information was provided to clients.
- Assisted in specific markets due to higher knowledge of markets, which included the USA and Spanish-speaking customers.
Extended Care Teacher and Substitute
Montessori School of Huntsville
04.2014 - 12.2016
- Supported students in developing social skills through structured Montessori method activities and positive reinforcement techniques.
- Assisted with continuing Spanish education by conducting Spanish activities for the children
- Well known and liked by the staff and families for my work ethic, availability, and knowledge of their method of helping children grow.
Solution Specialist
Verizon Wireless
08.2013 - 04.2014
- Served as subject matter expert on targeted technologies, contributing valuable insights during client consultations.
- Exceeded customer satisfaction goal by prioritizing tasks
- Provided exceptional post-implementation support services, promptly addressing any issues or concerns raised by clients.
- Well-liked and sought out by customers to resolve technical issues, billing problems, or questions.
Substitute Teacher
Montessori School Of Huntsville
01.2013 - 08.2013
- Helped the children grow and kept them involved with the Montessori method, which helped them grow independently.
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Well known and liked by the staff and families for my work ethic, availability, and knowledge of their method of helping children grow.
Copa Cargo Intern
Copa Airlines
06.2012 - 08.2012
- Performed competitive analysis of various records to improve Copa Cargo's business customer satisfaction and provided corporate headquarters information to increase sales
- This position allowed me to understand what customers expected from Copa Cargo and how the company policies and regulations aligned with customer satisfaction
- Translator- as a bilingual person, I translated surveys and paperwork for different areas of Copa Airlines from Spanish to English.
Sales Consultant
Sprint/Nextel
01.2007 - 06.2011
- Product troubleshooting- trained to perform basic phone troubleshooting and repairs
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs.
Education
B.A. in Foreign Language and International Trade -
University of Alabama in Huntsville
Huntsville, AL05.2012
Associates Degree in General Studies -
Calhoun Community College
Huntsville05.2009
Skills
- Microsoft Windows and Office
- Jira
- Confluence
- Customer Service
- Attention to Detail
- Friendly and Patient
- Interpersonal Skills
- Network Troubleshooting
- Incident Management
- Client Relationship Management
- Agent training
- Amadeus
Certification
- Teaching English as a Foreign Language, International TEFL Academy, Chicago, IL, USA, 02/01/14, 02/01/14, 150 hours of coursework., 20 hours of student teaching practicum.
- Italian Language, Scuola Toscana, Florence, Italy, 05/01/15, 11/01/15, C1
- French Language, Centre International d'Antibes, Antibes, France, 10/01/12, 12/01/12, A1
- Icelandic Language, Hola and Tin Can Factory, Reykjavik, Iceland, 03/01/18, 02/01/20, Level 4
Languages
Spanish
Native or Bilingual
Italian
Limited Working
Icelandic
Elementary
French
Elementary
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Marketing
Multicultural Marketing
Photography
Travel
Cultures
Software
Microsoft Office
Microsoft Teams
Salesforce
Amadeus
Jira
Confluence
Fullstory
Timeline
Internal Service Desk Specialist
Icelandair
11.2018 - 06.2024
Social Media Supervisor
Icelandair
11.2018 - 05.2019
Frontline Digital Specialist
Icelandair
06.2018 - 11.2018
Social Media Specialist
Icelandair
11.2017 - 06.2018
Frontline Specialist
Icelandair
02.2017 - 11.2017
Extended Care Teacher and Substitute
Montessori School of Huntsville
04.2014 - 12.2016
Solution Specialist
Verizon Wireless
08.2013 - 04.2014
Substitute Teacher
Montessori School Of Huntsville
01.2013 - 08.2013
Copa Cargo Intern
Copa Airlines
06.2012 - 08.2012
Sales Consultant
Sprint/Nextel
01.2007 - 06.2011
B.A. in Foreign Language and International Trade -
University of Alabama in Huntsville
Associates Degree in General Studies -
Calhoun Community College
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