Customer Service Business Development

Johanna Barnés

Mobile: 984-***-**** E-mail: ad5ze8@r.postjobfree.com

TOP PERFORMANCE IN EVERY ROLE FLAWLESS CREDIBILITY AND WORK ETHIC STRATEGICMARKETINGMANAGEMENT

AREAS OFEXPERTISETHATDRIVETANGIBLEGROWTH:

PROJECT/PRODUCTMANAGEMENT~ CATEGORYMANAGEMENT~ GLOBALCOMMUNICATION~ STAKEHOLDERS& PARTNER RELATIONSHIPS~ STRONG CUSTOMER RELATIONSHIPS~ MEDIARATINGSPRODUCTLAUNCHES~ CROSS-FUNCTIONALTECHNOLOGY BUSINESSCOLLABORATION~ GLOBALCUSTOMERSUCCESS~ TRAINING& DEVELOPMENT~ END TOEND/LIFECYCLEPROJECT Results-drivenprojectownerwithaproventrackrecordinsteeringdynamicanddemandingprojectswithin the marketing landscape.I bring forth progressive leadership experience,coupled with a keen understanding of evolving industries,utilizing a blend of market acumen,tech proficiency,business development insights, and stellar relationship management skills to elevate operational excellence. With a profound understanding of international telecommunications regulations and emerging trends, I am uniquely positioned to elevate your company's global presence and establish its reputation as a frontrunner in customer satisfaction. Embracing diversity as a winning formula, fueled by purpose and unwavering originality, my superpowers blend keen analytical prowess with creative thinking. This fusion enables me to extract actionable insights from statistical and financial data, guiding decisive decision-making processes that consistently yield optimal results.

In my capacity as a strategic business partner, I am fully committed to enhancing process performance indicators and delivering a positive impact on the overall bottom line. PROFESSIONALEXPERIENCE

Greystar

Leasing Consultant (Part-Time)APR 2022 - JUN 2022

Coordinate leasing, renewal strategies and assisting with community marketing to achieve occupancy and revenue by performing all activities related to leasing and customer service experience to new and existing residents.

Perform leasing activities to all prospects conducting tours, showing apartments and processing applications. Provide support to ensure prospect paperwork, move in date and apartment readiness are a smooth transition.

Inspect apartments to ensure conditions meet company’s standards and schedule any outstanding item to be addressed with the maintenance team.

Uses of on-site property management software to manage apartment tracking, record traffic, leasing activities, residents data and monitor existent and prospect demographic and community KPIs.

Support and assist direct and indirect marketing activities, including and not limited to social media, phone calls, and emails, partnered websites, to drive traffic to the community and to create community awareness.

Support and assist with suppliers, vendors and current residents ensuring merchandising, community amenities, apartments, office, etc. meet and exceed the standard requirement expectations by providing customer service quality, immediate responses, clear communication and creating good relations.

PROFESSIONALEXPERIENCE(CONTINUED)

Nielsen

Media Research Executive JAN 2021 - Present

Verify adherence to established policies and guidelines to support the local commercial business of the company, with a primary emphasis on local television measurement, particularly involving portable people meter measurement. Subject matter expert with the measurement policy and methodology, contributing to panel security investigations and enhancing non-compliance and security preventative controls. Possess a creative and holistic approach, adept at identifying and understanding all facets of an issue, and incorporating these considerations into decision-making processes.

Oversees incoming compliance reviews, swiftly assessing situations, gathering data, and making initial recommendations. I

Coordinate next steps, including customer service actions or onsite visits, and ensure all necessary documentation is prepared accurately.

Document completed cases and communicate outcomes to clients and internal stakeholders.

Manage semi-automated non-compliance detection processes, investigate flagged issues, and provide summary statistics for each process.

Analyzing databases to address policy-related queries from both internal and external clients, while managing quality reports to mitigate potential impacts on clients' survey data releases.

Managing incoming internal and external compliance review cases.

Communicating results to clients and/or internal stakeholders

Play a pivotal role in crafting comprehensive responses to queries from the organization's auditors, ensuring transparency and compliance..

Share knowledge and serve as the subject matter expert with customers, internal clients, and system integrator partners.

Nielsen

Internal Auditor I NOV 2017 – DEC 2020

Culture and Adv Leader Diversity & Inclusion NOV 2019 – DEC 2020 Executed annual audits spanning three categories and two markets, overseeing the entire process from initial preparation to final reports in certain cases. Orchestrated meticulous planning and communication with field market teams, ensuring seamless audit preparation. Conducted thorough analyses and reported on actions not conforming to company procedures, documentation, and information handled by various departments. Acknowledged as a Subject Matter Expert in quality control requirements established by Ernst & Young.

Conduct field visits to assess the overall panel health and accuracy of household data collection.

This involves planning and communication with field market teams, audit preparation, pulling the sample, running an access database against MSM and getting all the paperwork for the audit together, delivering final reports for Internal Audit scenarios.

Responsible for planning, coordination, management, execution and results reporting of audits.

Train new hires on internal audits process and procedures.

Create and maintain fit for purpose internal intranet sites for the department.

Pull household events and crediting events from UMIPortal, an intranet tool that houses all household data, to ensure alignment with audit tests while auditors are in the field.

Created and enhanced internal audit forms, procedures and reports to stay current with the Puerto

Rico market. Was involved in creating, testing our current internal audit PR structure to validate

market’s productivity after Hurricane María. Ensured all questions were aligned with our current

audits to fit market’s needs.

Asset in field operations procedures from end to end, internal audit procedures and systems/equipment such as GTAM, AP, MSM, In-Home Tool, GIM Tool, UNITAM, Pollux, among others.

PROFESSIONALEXPERIENCE(CONTINUED)

Nielsen

Ad Intelligence Manager MAR 2010 – NOV 2017

I led a dynamic team of 20 specialists focused on new media research for commercial programs and business model projects, catering to advertising agencies across various industries. I drove the development, analysis, and execution of streamlined processes, procedures, and workflow production to launch an innovative new media database, ensuring our team remained at the forefront of industry advancements.

Pioneeredtheexpansionofthedepartment,skyrocketingthecompany'sportfoliosharefrom40% to 90%,acquiringover20newaccounts.Formulatedcompellingproposalsforupcomingprojects and events, meticulously addressing market and research needs before implementation.

Orchestratedthedevelopmentanddeliveryofnewhiretraining,alongwithcraftingbestpractices guidelines for TV media. The success of the pilot project set a regional benchmark for excellence.

Served as the product manager implemented an overall oversight groundbreaking work methodology that significantly enhanced data entry efficiency and productivity leading market expectations.

Successfully provided integrated ad research solutions leveraging a distinctive database approach.

Led initiatives to pilot projects aimed at categorizing and segmenting products and services according to specific industries, streamlining analysis and decision-making processes.

Offered technical support for in-house software,maintaining seamless communication with programmers.Oversaw the branding categorization for allcommercialandprogrammingaspects within the database.

Outlined workflow enhancements and product improvements for upcoming projects, encompassing aspects such as processes,resources,staffing,and time estimates.Efficiently oversaw and managed the expense budget in alignment with project goals.

Work across multiple teams and departments and customers supporting a variety of issues, spanning business,operations,and technical domains,to ensure effective negotiation communication.

Proactively anticipated client needs and addressed queries to maintain optimal understanding.

Supported client services and promptly attended to customer requests.

Spearheaded the management of database software, overseeing configuration, procedures, and training processes. Monitored data entry production for measured events, ensuring management, quality, and timely delivery.

Provided software technical support and supervision.

Provided hands-on software technical support and supervision.

Additionally,was selected to deliver systems training in Mexico and various Latin-American countries.

IBOPE Media (Mediafax)

Senior QC Internal Auditor SEP 2006 – MAR 2010

Conducted24annualauditsspanningfourcategories,overseeingtheentireprocessfrominitialsampling to the issuance of final reports.Executed comprehensive analyses and instituted corrective actions for processes,procedures,documentation,and information managed by diversedepartments.Maintaineda track record of consistently meeting monthly goals to uphold top-quality results.Acknowledged as a Subject Matter Expert in the quality control requirements set by the Media Rating Council.

Performed audits,reports and data validation of audience metrics and market research tools for statistical accuracy, complying with the Media Rating Council.

Streamlined process and improved schedules to conduct all externalandinternalaudits,resultingin 100% deadline compliance and substantial savings on external audits.

Assumedassignmenttomanageconcurrentobservationdramaticallyreducingthemarginoferrorina short period; recognized by the audit firm and received a corporate award.

Organized reports, procedures and processes stipulated by the MRC.

Documented and developed training procedures.

Managed and coordinated both internal and external audits. Centennial Wireless

Retention Specialist NOV 2003 – AUG 2006

Built strong relationships with clients,trained employees providing the required procedures and skillsto maintain department quality and meet retention goals.

Generated 20-25 annual outbound campaigns with monthly goals and promotions;trained 10 new hires.

Identified specific situations for product and service offerings,helping reduce average account terminations and maintaining sales growth in the existent client database. EDUCATION

Sacred Heart University, PR Post Bachelor Completionin Advertising & Public Relations Sacred Heart University, PR Bachelor’s Degree inCommunications, Telecommunications Major Honor Student (GPA 3.77,Magna Cum Laude)

College Practice in Studio Production TV Channel 6 “Programa Perspectiva”, Directed by Sonia Fritz College Practice in Fidelity 95.7,Uno Radio Group,Technical Operator AICPA–COSO Internal Control Certificate Program

Google/Coursera– Google Project Management Certificate Diversity Leadership Network Program - 12 months program including a stretch project on Marketing and Advertising DLN Globally

Professional Development:

Auditing Media Training Database Analysis ProjectManagement Implementation and Development Media & Advertising Copywriting MarketingManagement Communications Research

Planning Media and Creative Tactics & Strategies Advertising Campaigns Public Relations Trends Public Communication CorporateImage Strategies Relation between Public Relations and Marketing Customer Service Team Work Leader Sales

Business Resources Groups (D&I)

SKILLS

SkilledinMicrosoftOffice:(Word,PowerPoint&Excel),GooglePlatformandBusinessModel,Microsoft Access,DOS,SAS,SPSS,Avaya,LYRICall,TelePad,MediaPad,A3,Firefox,SocialNetwork,Arianna

(basic),ADX (basic),MSM,GIM,GTAM,AP,InTool,Mac,Panel Inspire.Customized database software conversions.Research experience in TAM,Audio,TGI,AIS (Advertising Information Services).

Fully bilingual in English and Spanish,with vast experience writing highly technical reports and conducting large group presentations in both languages.

Documents,procedures,lettersandmessagestranslationsfromEnglishtoSpanishandviceversain every role.

Personal interpreter assisting when needed.

Work with businesses diversity and inclusion structure models that actively engage in creating a positive multicultural environment respecting,motivating and promoting each individual uniqueness. Promoting and coordinating activities,events,trainings and seminars for a variety of business resources groups.

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