Customer Care and Business Development Specialist

Karla Nicole Castillo Fornés

Phone: +52-644******* – Email: ***********@*****.***–

Address: Privada Aragón #2, Fracc. Los Portales. Hermosillo, Sonora Education

**** – 2013 Instituto La Salle de Cd. Obregón High School 2013 – 2017 Bachelor’s Degree of Human Resources in Universidad La Salle Noroeste A.C. Obtained the Highest Honors and “Miguel Febres Cordero” award of the class 2013-2017. Languages and Certifications

Spanish: Native

English: Bilingual

• Test of English as a Foreign Language (TOEFL iBT): Score: 99 points – November 2019

• General English Course at Stafford House International (INTRAX), level 7B completed. – June to August 2015.

• Participation in an Exchange program to Waukesha, Wisconsin, United States at Carroll University from August to December 2016.

French: Basic

Professional Experience

Business Development Specialist at travel agency Tripaneer (May 2018 – present) (company based in Amsterdam, Netherlands) (www.tripaneer.com)

• Responsible for building and maintaining a professional network within the online (travel) industry, and report sales progress.

• Contact potential and current organizers by cold calling and email from the United States, Canada, Latin America, Spain, Portugal, Morocco and United Arab Emirates.

• Manage all processes leading up to provide support to Tripaneer in introducing new member organizers.

• Analyze, validate, and determine which leads are eligible to be partners of the company and make sure the services they offer fit properly with the ones the agency promotes.

• Assist members to get registered in Tripaneer’s different platforms, collect the documents and information that is needed to activate their accounts.

• Manage pipeline bi-weekly reports.

• Provide help to incoming & outbound customers in case they have any inquiries.

• Administrate and monitor the success of each Tripaneer’s theme vacation websites by onboarding new partners/suppliers to our websites.

Translation Services at Changing Children’s Worlds Foundation (August – December 2017) Geneva, Il, United States. (http://www.changingchildrensworlds.org/)

• Translated Educational Materials that were used by the foundation from English to Spanish for the parents of the children.

• Translated Instructor Handbooks from English to Spanish used by the facilitators of the program. Human Resources and Customer Care Intern at Regional Bakery (January 2016 - July 2017) Cd. Obregon, Sonora.

• Helped to develop organizational philosophy, design company’s logo and image, and update its social networking websites.

• Implemented sales strategies to increase the revenue of the company.

• Developed operational policies & procedures to optimize the employee’s performance.

• Responsible of interacting with the customers via telephone to sell and promote products and services, as well as ensure that they fulfilled their needs and expectations.

• Organize meetings, provide administrative support, and fulfill general administrative tasks.

• Elaborated a manual to improve customer’s satisfaction and evaluated the results by applying questionnaires and customer interviews.

• Created and lead project “Think Green, Be Green”. Developed strategies that involved water and energy management, and training courses in order to increase the environmental preservation and achieve goals.

• Instructed course of “Customer Satisfaction and Communication”; provided information to the employees about the best techniques to approach the customers and achieve goals.

• Arrange interviews with candidates and provide induction to new employees.

• Recruitment and Selection: interviewed and evaluated candidates to find people with the qualifications and abilities that the company needed.

Comisión de Energía del Estado de Sonora (January 2015 – January 2016) Hermosillo, Sonora. Social Service Program: Liaison with the Undersecretary of Human Resources of the State of Sonora

• Updated personal files and managed confidential information.

• Reported information of personal incidences to the Human Resources manager.

• Worked with the payroll manager in order to keep record of employees’ salaries, bonuses and wages.

• Coordinated training programs with CECAP (Centro de Capacitación del Estado de Sonora – Training Center of the State of Sonora)

Qualifications and Abilities

• Interpersonal relationships and good communication.

• Fluent in English - Spanish and Translation Experience

• Strong work ethics.

• Team-work oriented

• Analytical person

• Proficiency in MS Office

• Result-Oriented

Accomplishments and Additional Experience

Winner of one of the 15 scholarships at national level provided by Mexico’s Ministry of Education

(Secretaría de Educación Pública) to study in the United States.

• Obtained a scholarship provided by the Mexican Government through Secretaría de Educación Pública

(SEP) to participate in an exchange program at Carroll University located in Waukesha, Wisconsin. Volunteer Participation in “Salla” Group from Instituto La Salle (August 2010 – June 2015) Obregon, Sonora, Mexico. (http://www.ils-obregon.edu.mx/submenu/salla.html)

• Provided Social and community services to the kids that lived in low-income sectors of the city.

• Assisted and helped people in need of the county Noria, Sonora with food and clothes. ILUMINARE Proyect (August 2015- June 2016) Obregón, Sonora, México.

(https://www.jovenesqsa.org.mx/)

• Participation in leadership courses in order to obtain knowledge, techniques and methods to develop the project “Employment Agency for the people in need”.

• Interviewing people and analyzing their characteristics and skills to find a job for them.

• Elaborated and presented the project to the foundation “Jovenes que sueñan y actuan” (young adults that dream and act) in order to demonstrate the objectives and goals achieved, and the content of the program.

Contact this candidate