Julissa Pontier
Delaware,OH
Summary
Supported administrative functions for LATAM and executive teams by scheduling meetings and coordinating travel arrangements. Managed over 1200 monthly inquiries through calls and emails, resolving member issues effectively. Maintained confidential records and documentation using Salesforce and SharePoint. Improved coordination and engagement of organization-wide projects and LATAM events. Oversaw documentation workflows, supply inventory, and invoice tracking. Processed and managed expense reports while supporting front office operations. Managed executive scheduling and handled guest relations, including confidential data management and issue resolution. Maintained accurate supply logs and front-desk documentation.
Overview
18
18
years of professional experience
Work History
Customer Success Coordinator (Hybrid)
HARDI
09.2023 - Current
- Streamlined membership onboarding processes for over 100 LATAM members using Salesforce CRM, resulting in a 35% reduction in processing time and improving member satisfaction scores by 20%.
- Optimized daily workflow operations by introducing automated scheduling tools, which decreased manual coordination efforts by 50%, enabling teams to focus on core tasks and improving overall office efficiency across five departments.
- Developed and executed a comprehensive bilingual communication strategy, enhancing member engagement across LATAM regions, resulting in a 40% increase in newsletter open rates over six months.
- Delivered efficient resolution of over 1,200 member inquiries monthly through phone and email channels, enhancing member satisfaction and contributing to a retention rate improvement.
- Facilitated coordination among five distinct departments to streamline the administrative processes, resulting in a 40% reduction in project turnaround time across various organizational initiatives.
- Managed and streamlined team projects and internal communications using Monday.com, improving task completion timelines by 25%.
- Designed and executed multi-step email campaigns via Brevo, increasing conference registrations by 40%.
- Created and monitored marketing email workflows using Brevo's automation tools to target segmented LATAM audiences.
- Managed over 100 LATAM membership accounts, including processing onboarding documentation, and maintaining accurate records in Salesforce CRM effectively supporting contract equivalent operations and compliance tracking.
- Managed the end-to-end lifecycle of membership agreements, driving timely documentation, enforcing compliance with terms, and maintaining data integrity across internal systems.
- Acted as primary point of contact for membership related inquiries, resolving documentation issues and clarifying policy terms to ensure service consistency and member satisfaction.
- Orchestrated the execution of more than 10 high-profile events across LATAM and diverse HARDI functions utilizing Cvent, resulting in a 40% increase in participant engagement and improving overall event satisfaction scores.
Bilingual Recruiting Coordinator
SIMOS Solutions
07.2023 - 09.2023
- Recruited and onboarded bilingual talent for logistics and manufacturing clients, meeting dynamic hiring needs and maintaining full staffing levels during peak seasons.
- Facilitated daily communication between candidates and hiring managers in English and Spanish, enhancing candidate engagement and reducing time-to-fill by 25%.
- Coordinated seamless onboarding experiences for new hires annually, achieving a 15% improvement in onboarding satisfaction scores and consistently meeting strict regulatory requirements.
- Supported high-volume hiring campaigns, contributing to improved worker retention and productivity for partner facilities.
- Coordinated interviews, background checks, and onboarding logistics to ensure seamless start dates for multiple client accounts.
Assistant Director of Operations
Stepping Stones Learning Center
08.2019 - 07.2023
- Optimized daily workflows for a 20-member team by implementing streamlined processes, increasing overall productivity by 30% and reducing operational costs by 15% within the first six months.
- Spearheaded a curriculum redesign across five academic programs, resulting in a 60% surge in student engagement scores and enhanced participation rates by 45%, fostering a more interactive learning environment.
- Implemented automated systems to monitor renewal deadlines, which decreased late fee occurrences by 40% and ensured timely submissions across multiple facilities.
- Redesigned communication protocols for over 100 monthly parent inquiries, streamlining response processes and decreasing average response times by 40%, which enhanced overall engagement efficiency.
- Facilitated skill development workshops aligned with mentorship pairings, leading to a 40% reduction in onboarding time for new educators and enhanced classroom effectiveness across multiple departments.
- Coordinated resource allocation strategies across administrative functions, enhancing operational efficiency and supporting a 20% reduction in staff downtime during peak hours.
- Implemented data-driven improvements that elevated customer satisfaction scores from 75% to over 90% within six months.
- Led the implementation of data-driven decision-making frameworks that enhanced program assessment accuracy by 25%, enabling more targeted interventions and resource allocation.
- Led strategic planning initiatives focused on optimizing inventory control and resource allocation, while guiding cross-functional teams to improve operational efficiency and meet organizational goals.
Front Office Operations Coordinator
Orange Lake Resort & Country Club
04.2008 - 03.2011
- Optimized room allocation processes through data analytics, resulting in a 25% reduction in overbooking incidents and enhancing guest satisfaction scores by 15%.
- Implemented a data-driven approach to monitor occupancy trends and forecast demand, leading to an optimized allocation of resources that increased operational efficiency by 25%, while also maximizing revenue per available room (RevPAR) by $12.
- Enhanced guest satisfaction scores by 30% through the implementation of a personalized service protocol for frequent visitors, leading to an increase in repeat bookings by 15% within a year.
- Coordinated the distribution of over 500 room keys daily while maintaining accurate records, resulting in a 30% decrease in key-related discrepancies and improving operational efficiency.
Education
Associate in Hospitality Management - undefined
Orlando Culinary Academy
Orlando, FloridaArtificial Intelligence Fundamentals
IBM SkillsBuild
Columbus, OH06.2025
Skills
- Assisted in developing and executing mentorship programs Streamlined workflows and operations to reduce costs and enhance productivity Utilized Salesforce CRM for effective customer management Coordinated events across LATAM using Cvent Created bilingual communication strategies to boost engagement Supported data-driven decision-making for room allocation Contributed to staff development initiatives Managed team projects and internal communications through Mondaycom Proficient in Microsoft Office Suite (Word, Excel, Outlook) Handled documentation management tasks Aided in internal policy coordination and compliance Executed multi-step email campaigns via Brevo Coordinated SaaS workflows using Salesforce and Cvent Assisted in deploying internal processes and training Facilitated stakeholder communication and issue resolution Collaborated with remote teams for project tracking
Languages
Spanish
Native or Bilingual
Timeline
Customer Success Coordinator (Hybrid)
HARDI
09.2023 - Current
Bilingual Recruiting Coordinator
SIMOS Solutions
07.2023 - 09.2023
Assistant Director of Operations
Stepping Stones Learning Center
08.2019 - 07.2023
Front Office Operations Coordinator
Orange Lake Resort & Country Club
04.2008 - 03.2011
Associate in Hospitality Management - undefined
Orlando Culinary Academy
Artificial Intelligence Fundamentals
IBM SkillsBuild