Ginna Marin

Expertise

Summary

Results-driven professional with expertise in CRM software, sales, and revenue generation, leveraging strong communication skills to align digital solutions with client goals. Adept at managing complex client relationships and driving business growth. Eager to transition into a leadership role where strategic insights and clientfocused strategies enhance team success. Native Spanish

Experience

• Noble Media 365

  Account Executive

  1 - 5 Employees 2024 - Current

  

  • Communicating with clients and creative team members
  • Staying current with industry trends and best practices
  • Content creation for advertising campaigns
  • Understand each client's business goals and help them get there
  • Report progress and delays and make sure the client is always in the know
  • Maintain meticulous documentation of all activities on the client's behalf

• Kamara Auto Repair

  Business Owner

  1 - 5 Employees 2019 - 2024

  Responsible for the billing process, make estimates of the work to customers, keep track of payments, perform accounting of the company through quickbooks, help document the processes of the company.
  
  

• FENALCO VALLE DEL CAUCA

  General Service Coordinator

  101 - 500 Employees 2017 - 2018

  • Responsible for administrative and operational contact center staff (operations coordinators, supervisors, monitors, coaches, data analysts, improvement analysts and contact center agents -about 250 people in charge).
  • In charge of tracking billing, contractual indicators, business profitability budget, design and execution of customer loyalty strategies, construction and development of quantitative and qualitative analyzes for the implementation of new products and / or services, quote management, implementation management of new operations, evaluation of new technological tools to implement innovation strategies with customers.
  • Direct contact with customer management nationwide

• FENALCO VALLE DEL CAUCA

  Operations Coordinator

  101 - 500 Employees 2016 - 2017

  • Ensure the efficient execution of Outsourcing and Inhouse operations of the Contact Center (Budget Control - Personnel Management - Direct contact with the client) through the optimization of resources, the design and analysis of strategic KPIs, leadership effective, permanent relationship, maintenance and loyalty with customers and continuous improvement.
  • Leader of the Quality Management System process, support in Human Resources processes and the SGSST.
  • Monitoring and Control of the Department's Budget.
  • Design and establish commercial and retention strategies for internal and external clients.
  • Biannual construction of each client's strategic plan as a loyalty mechanism.
  • Monitoring and control of the clients' portfolio establishing payment agreements.
  • Responsible for approximately 120 people.

• TELECENTER PANAMERICANA-DIRECTV

  Business Partner Customer Care Replacement

  101 - 500 Employees 2015 - 2016

  • Responsible for measuring and managing the KPIs of the Customer Care touchpoint at the Latin America level (Countries: Peru, Ecuador, Chile, Argentina, Uruguay, Colombia) to improve the customer experience, managing the service breaks being the link between the referents of the touchpoint and regional\
  • Customer Experience teams.
  • Additionally, design and control of the strategic kpis of the customer experience with the service for retention and loyalty (Customer Satisfaction Survey at Latin America level).
  • Compliance with the company's quality management system, under COPC standards.
  • Direct relationship with Managers and personnel at the Latin American level.

   

• TELECENTER PANAMERICANA-DIRECTV

  Customer Service Supervisor

  101 - 500 Employees 2014 - 2015

  • Monitoring of Operational Indicators, analysis and preparation of reports, permanent coaching to the work team, review of results and execution of action plans, design and planning of the strategy to achieve customer satisfaction results measured through the KPIS of the company, responsible for approximately 40 people.

Education History

• Industry Engineering

  Universidad Autónoma de Occidente

  2008 - 2013

  Industrial Engineering 

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