Customer Service Business Administrator

ANA CAROLINA RODRIGUEZ

*** ******** *** *** **** Celebration Fl 34747

Tel: 786-***-**** - E-mail: adumsc@r.postjobfree.com

https://www.linkedin.com/in/crodriguez0530

I am an open minded trilingual Business Administrator with Master in Marketing and Commercial Management, with experience in Europe, United States and Latin America. I have worked in Banking, Marketing, Sales and Customer Service Departments, having extensive knowledge in Strategic and Marketing Plans, Market Research, Digital Strategies and Management and Training of Sales and Client Service Departments. My main objective is being able to continuously grow personally and professionally by having new challenges, opportunities and where my ethics, commitment and passion for results will contribute to the execution of corporate goals and teamwork.

UNIVERSITY AND POSTGRADE DEGREES

Post Grade Studies:

·Digital and Strategic Marketing Programs. Los Andes University – Bogota, Colombia. -

Jan-Dec - 2022

·Master in Marketing and Commercial Management. ESIC University - Madrid, Spain.

University Degree:

·Bachelor in Business Administration. ICESI University – Cali, Colombia.

PROFESSIONAL EXPERIENCE

Country Manager, Possivel – Miami-USA. March 2017 - To date. Official distributor of Riscell Cosmetics from Spanish Laboratory Cosminlab.

·Oversee all aspects of business operations. Develop short, medium and long term strategic plans promoting growth in order to increase profitability, market share, optimize and execute investment decisions.

·Design and manage logistic and operation plans within the country with the main purpose of importing cosmetics and delivering them to our target market. Comply and adapt plans with local rules, regulations, required permits and local culture.

·Traditional and Digital Market research and analysis to develop short and long term market strategies. Gather and analyze market information in order to develop commercial, distribution, pricing and operation strategies.

·Develop our digital marketing campaign, promoting our brand and company awareness, improving our SEO position, increase engagement, develop content strategies to connect with target market and increase conversions through social media. Create Website’s structure, design and content. Responsible for traditional advertising and promotional campaigns.

·Build and manage professional relationships with clients, suppliers, local agencies and distributors.

·Monitor performance at all levels, finance, sales, distribution, marketing and customer service.

·Create company’s organizational chart, staff selection, scheduling, compensation and trainning processes.

Ana Carolina Rodriguez - Page 2

Marketing and Sales Officer, ARA Logistics – Miami-USA. January 2010 - To date

·Development and management of International and local marketing strategies - Responsible to lead and deliver each region s development strategy. (USA and Latin America). Being able to offer differentiated service to different geographic markets.

·Identify development opportunities align them with our marketing and commercial plans and tailor our strategies to each market needs, preferences, rules, regulations and country logistics. Differentiation is our best-selling tool.

·Develop the commercial structure and manage sales team performance - Achieving an average annual net growth of 3 percent.

·Lead the sales and customer service training programs.

·Responsible for customer service and client support to local and international markets – Increasing the client retention rate to 86 percent.

·Design, creation and management of Marketing campaigns and digital multi-channel strategies.

Vice President Private Banking and Marketing Manager, EuroBank - Miami - USA. November 2002 - April 2009 - I was responsible for management of the Marketing and Private Banking Departments.

·Creation of Strategies for the Growth and Maintenance of the Bank’s Deposit and Loan Portfolios. We had an average annual bank net growth of 2.8 percent and an approximate annual client retention rate of 92 percent.

·Management of the Commercial and Customer Service Departments, responsible for their sales and client service results, setting up goals, measuring officer’s performance and evaluating branch results. Implemented a monthly training program and constantly updated department tasks, depending on functionality and results. Improved branch performance and achieved higher branch profitability and productivity by constantly increasing our client portfolio, retaining existing clients and meeting commercial goals.

·Client Service Relations in order to expand clientele and cross sell services. (Travel to Europe, Latin America and USA). I constantly achieved my personal sales goals as V.P. Private Banking and reported my commercial performance to the Board of Directors.

·Responsible for collecting Demographic data from Dade, Broward and Palm Beach Counties and internal and external data in order to analyze market tendencies and plan and develop commercial strategies. I gathered secondary and primary market information in order to update products, services, management plans and to set with the CFO monthly interest rates offered to clients.

·Development of the Bank s Marketing, Commercial and Strategic plans reviewed and approved by the CEO and evaluated by regulators every year.

·Monthly Marketing and Sales presentation to the Board of Directors in order to show commercial and campaign results and evaluate the Marketing and Private Banking Department performance.

·Management and implementation of E- Statements, Personal and Business Banking services, increasing the Online Banking Users to 65 percent of existing clients.

·Development, coordination and creation of new Products and Services, Advertisements, Promotions, Brochures, Direct Mailing Campaigns, Giveaways, Educational Material, Website and Corporate Image Campaigns, Internal and external communications- Informational and promotional material to clients and Bank wide product and service Trainings.

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(Continue) Vice President Private Banking and Marketing Manager, EuroBank - Miami - USA. November 2002 - April 2009

·Design, Promotion and Management of the Bank s Website. Increased traffic by 56 percent by offering a new user-friendly design, new content and Key Words.

·Implemented and managed the American Express Card program offered to International Clients and the Merchandise Service offered to business clients.

·Coordination and Management of new branch openings. Opened the Pompano Beach Branch and relocated the Boca Raton Branch.

·Management and coordination of the bank s social events, participation in charity, education and community programs, opening of new branches, end of year client parties, Client Appreciation days and promotional events.

·Opening and maintenance of accounts in the Icore System.

Training Executive, AC Nielsen de Colombia. April – June 2002.

·Massive Marketing Investigation and Analysis.

·Massive Product’s Back data Presentations.

·Knowledge of Nielsen’s investigation products as Scantrack, Storetrack, Retail Index, Home panel, LSDA.

·Management of Workstation Infact.

Marketing and Sales Administrative, SONY Spain. March 2001- September 2001

·Management and analysis of SAP, applied to sales.

·Management of Sony’s European Demo web in order to promote products through the website.

·Development of Post- sales support to clients.

·Marketing Support to clients and salesmen.

Branch Manager, Granahorrar Bank. Cali- Colombia. November 1999- October 2000 Granahorrar was a public bank, managed most of the government’s money.

·Planning, coordinating, organizing the commercial plans to promote the branch.

·Public relations with clients in order to increase branch clientele and cross-sell.

·Promotion and commercialization of accounts in different sectors of the economy, searching for new clients.

·Collaboration in the elaboration of the Strategic plan of the office.

·Investment advisement.

·Management of the branch processes and procedures and responsible for the customer service representatives and operations officer of the branch.

SKILLS:

Languages:

·Spanish native language

·High level in written and spoken English. Jefferson School, Cali-Colombia.

·High Level in written and spoken Italian. Scuola Dante Allighieri, Florence and Rome. Italy.

Ana Carolina Rodriguez – Page 4

Others:

Excellent Knowledge of Windows and all the applications related with Office, Google slides and Docs. Knowledge of SAP applied to sales, Icore applied to deposits and Workstation Infact. DCI Personal Banking, Cash Management and Business Banking Administrator. Google Adwords Administration Console, Microsoft advertising, Google Analytics, Bing Ads Intelligence and Social Media ( Instagram, Facebook, Linkedin, Twitter, Youtube..).

OTHER COURSES

·Today is Marketing -Seminar ESIC, Business Marketing School. Madrid - Spain.

·Bankers Education Expo Florida Bankers Association. Orlando - USA.

·Bankers Education Expo Florida Bankers Association. Orlando - USA.

·Bankers Education Expo Florida Bankers Association. St. Petersburg - USA.

·Bank Secrecy Act Florida Bankers Association. Miami - USA.

·Certified Internet Banking Administrator Digital Insight University. Atlanta - USA.

·Certified Business Banking- Cash Management Adm. Digital Insight University. Atlanta - USA.

·BSA, USA Patriot Act and Terrorist Financing Florida Bankers Association. Miami - USA.

·FDIC Insurance. Bankers Systems. Miami - USA.

·Ira Seminar. Bankers Systems. Miami - USA.

·Compliance Seminar Bankers Systems. Miami - USA.

·Mortgage Broker Course Gold Coast Professional Schools, Inc. Ft Lauderdale - USA.

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