Kimberly Donaji Reyes Nieto
E-Commerce Manager | Digital Marketing Strategist
Gustavo A. Madero,MX
Summary
Dynamic E-Commerce Manager with a proven track record at PetProSupplyCo, with a strong background in online marketplace management, brand development, and performance marketing. Experienced in launching and scaling brands across platforms such as Amazon, Walmart, TikTok Shop, Wayfair, PetSmart, Chewy, Faire, and Shopify. Passionate about data-driven decision-making and growth strategies. Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
8
8
years of professional experience
3
3
Languages
Work History
E-Commerce Manager | Digital Marketing Strategist
PetProSupplyCo
Frisco, TX
03.2024 - Current
- Boosted online sales by implementing targeted marketing campaigns and optimizing website content.
- Managed inventory control processes for seamless order fulfillment and customer satisfaction.
- Incorporated e-commerce objectives in social media platform management.
- Developed successful promotional strategies to drive increased traffic and revenue during peak shopping seasons.
- Organized promotional events and interacted with community to increase sales volume.
- Report directly to the CEO, overseeing all aspects of eCommerce and digital strategy.
- Lead eCommerce operations across Amazon Seller, TikTok Shop, Walmart Seller, Wayfair, PetSmart, Chewy, and Faire.
- Manage social media and content strategy across all brand channels.
- Optimize Amazon listings, PPC campaigns, and customer experience to drive sales growth.
- Develop and execute promotional strategies to increase conversion rates and customer retention.
- Analyze data and trends to enhance product positioning and marketplace performance.
- Established a comprehensive social media strategy to promote products and interact with customers in real-time, driving brand loyalty.
- Created and distributed surveys for data collection and analysis.
- Led projects to redesign web pages, diversify strategies and revitalize social media presence.
- Boosted online engagement 50%. in 2 days
E-Commerce Manager
Huawei Peru Region (Remote)
Mexico, Mexico City
05.2023 - 09.2023
- Boosted online sales by implementing targeted marketing campaigns and optimizing website content.
- Managed inventory control processes for seamless order fulfillment and customer satisfaction.
- Incorporated e-commerce objectives in social media platform management.
- Coordinated closely with customer service representatives to address inquiries promptly and effectively resolve issues related to online purchases.
- Led promotional campaigns to enhance product visibility and drive sales across WAP, WEB, and APP platforms using Dynamic Yield.
- Monitored KPIs to assess e-commerce performance and provided data-driven insights for decision-making.
- Managed pricing updates and SKU-level imports for multiple websites (Magento & Mercado Libre).
- Optimized product assortments by managing style-level data setup, introducing new colors and attributes.
- Coordinated art requests, campaign planning, and localization/translation, ensuring timely completion of action items.
E-Commerce Customer Service Manager
Huawei Peru Region (Remote)
Mexico, Mexico City
01.2021 - 09.2023
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Led customer service operations for e-commerce, improving experiences across WAP, WEB, and other platforms by analyzing customer data.
- Tested and recommended improvements for the customer journey.
- Managed Mercado Libre e-commerce campaigns (Mercado ADS, Brand Ads, Product Ads, ACOS).
- Developed and implemented strategies that increased customer satisfaction ratings.
- Oversaw a team of customer service reps, coaching for improved performance.
- Enhanced customer communication channels, improving response and resolution times.
- Collaborated with cross-functional teams to address pain points and boost sales and repeat business.
Content Creation & Educational Video Production
Huawei Peru Region (Remote)
Mexico, City
01.2021 - 01.2022
- 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.
- Assisted in creating social media content calendars and scheduled posts across multiple platforms.
- Used Adobe Target for designing layouts and landing pages.
- Produced the educational video "¿Cómo comprar?" to guide Peruvian users on using the official Huawei Peru online store.
- Created content for "¿Cómo usar un Cupón?" and developed banners to explain discount usage.
- Enhanced customer experience by providing comprehensive guidance on purchasing, payment, and returns.
- Contributed to a 30% increase in user engagement within 4 months, improving the shopping experience.
- Analyzed performance using Google Analytics and other tools, optimizing strategies to maximize ROI.
Customer Service Specialist
Honor México (Huawei LATAM)
Mexico, City
08.2020 - 01.2021
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
Agent Oversight Specialist (Compliance)
Ria Financial USA
Buena Park, California
02.2020 - 08.2020
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Handled sensitive company data and safeguarded agent information.
- Implemented Anti-Money Laundering (AML) procedures and conducted legal investigations.
- Executed KYA procedures, performed risk analysis, and ensured adherence to legal and regulatory standards.
HR WFA Specialist (LATAM & Caribbean)
Novartis
Mexico, City
04.2019 - 12.2019
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Followed all company policies and procedures to deliver quality work.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
Volunteer Assistant to Director
Apple Daycare
Cedar Falls, Iowa
12.2017 - 03.2018
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
- Supervised minors and ensured their care in compliance with Iowa State child protection regulations.
Volunteer Experience: Primary English Teacher’s Ai
Apple Daycare
Cedar Falls, Iowa
07.2017 - 11.2017
- Self-motivated, with a strong sense of personal responsibility.
- Assisted in teaching basic English to youth, supporting the lead teacher in classroom activities.
Bilingual Customer Service
British Council México
Mexico, Mexico City
11.2016 - 11.2017
- Participated in ongoing professional development training, staying current on industry trends and best practices related to bilingual customer service.
- Supported company growth by assisting with bilingual customer service inquiries, improving client satisfaction rates.
- Supported professional development of bilingual customer service agents.
- Delivered exceptional customer service to maintain client satisfaction levels while consistently exceeding expectations.
- Checked-in on customers within 10 minutes of seating and periodically throughout service.
Education
MBA - STUDIES OF MÉXICO AND THE UNITED STATES.
UNIVERSIDAD NACIONAL AUTÓNOMA DE MÉXICO
Mexico City 10.2017 -
ENGLISH COURSE, PROGRAM (CIEP) - ENGLISH COURSE, PROGRAM (CIEP)
UNI (UNIVERSITY OF NORTHERN OF IOWA)
Iowa 05.2001 -
INTERNATIONAL RELATIONS - International Relations
UNIVERSIDAD NACIONAL AUTÓNOMA DE MÉXICO
MEXICO CITY 05.2001 -
Skills
Online advertising
E-commerce platforms
Website optimization
Product management
Inventory tracking
Order fulfillment
Action planning
Mobile commerce
Digital sales
Brand marketing
Timeline
E-Commerce Manager | Digital Marketing Strategist
PetProSupplyCo
03.2024 - Current
E-Commerce Manager
Huawei Peru Region (Remote)
05.2023 - 09.2023
E-Commerce Customer Service Manager
Huawei Peru Region (Remote)
01.2021 - 09.2023
Content Creation & Educational Video Production
Huawei Peru Region (Remote)
01.2021 - 01.2022
Customer Service Specialist
Honor México (Huawei LATAM)
08.2020 - 01.2021
Agent Oversight Specialist (Compliance)
Ria Financial USA
02.2020 - 08.2020
HR WFA Specialist (LATAM & Caribbean)
Novartis
04.2019 - 12.2019
Volunteer Assistant to Director
Apple Daycare
12.2017 - 03.2018
MBA - STUDIES OF MÉXICO AND THE UNITED STATES.
UNIVERSIDAD NACIONAL AUTÓNOMA DE MÉXICO
10.2017 -
Volunteer Experience: Primary English Teacher’s Ai
Apple Daycare
07.2017 - 11.2017
Bilingual Customer Service
British Council México
11.2016 - 11.2017
ENGLISH COURSE, PROGRAM (CIEP) - ENGLISH COURSE, PROGRAM (CIEP)
UNI (UNIVERSITY OF NORTHERN OF IOWA)
05.2001 -
INTERNATIONAL RELATIONS - International Relations
UNIVERSIDAD NACIONAL AUTÓNOMA DE MÉXICO
05.2001 -
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