Office 365 Suite
Hoara Vicioso Pena
MBA In Leadership & Project Management
Vancouver,British Columbia
Summary
Confident and organized bilingual persona with an MBA in Leadership and Project Management and 6+ years of experience in Customer Service, Administrative solutions and Project Collaboration for different entities in fast-paced environments. A self-motivated and outgoing individual who enjoys collaborating with the Marketing and Administrative Departments delivering expectations with efficiency and accountability B2B and B2C. Proven high lead conversion rate through sales, thus, exceeding sales target.
Overview
12
12
years of professional experience
11
11
years of post-secondary education
3
3
Certifications
Work History
Compliance Administrative Assistant
Tamwood International College
04.2023 - Current
- Supported management''s strategic planning efforts by conducting thorough analyses of organization''s compliance risks and vulnerabilities.
- Prepare periodic student data reports for regulatory bodies (PTIB, EQA, MCU, RICC).
- Coordinate projects assigned by CEO and Compliance Coordinator.
- Process student record archive for Tamwood Careers.
- Update policies, documents, and SOPs as required.
- Assisted in maintaining up-to-date knowledge base resources accessible by all employees regarding relevant laws, regulations, policies, procedures.
- Streamlined internal audit processes for improved efficiency and reduced risk, implementing meticulous documentation practices.
- Administer student surveys and update survey records.
- Enhanced regulatory compliance by efficiently managing and organizing administrative tasks for compliance department.
- Supported compliance team with timely research on relevant laws, regulations, and best practices in the industry.
- Maintained accurate records of all compliance activities, facilitating efficient reporting processes during audits or inspections.
- Assisted managers and crew members with purchasing and corporate expense processing.
- Supported general business operations by providing various administrative support activities as generalist.
- Negotiated contracts with vendors and suppliers for office supplies, equipment and services.
- Maintained inventory of office supplies and placed orders.
- Volunteered to help with special projects of varying degrees of complexity.
- Liaised between clients and vendors and maintained effective lines of communication.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
Services and Operations Manager
One 4 Yacht Group
6 2022 - 07.2023
- Creation of Operational Standards Procedures.
- Developed a pipeline to smooth the business operation, implemented across the company.
- Facilitated client services and conducted daily communication B2C, managing 70% of the client's inquiries.
- CRM management: created and followed up tasks based on service communications and procedures.
- Manage 5 Seasonal Projects across the company.
- Procurement of 80% of clients and office solutions enhancing the different office spaces.
- In charge of office administration, scheduling and coordinating daily work, weekly and monthly planning of 10 BP and crew members.
- Reduced operational costs through effective resource management and budget control.
- Managed cross-functional teams, ensuring timely completion of projects within budget constraints.
- Improved customer satisfaction by implementing efficient service operations and streamlined processes.
- Identified areas for improvement in customer experience, implementing changes that led to higher satisfaction ratings.
- Coordinated staffing requirements to ensure optimal coverage during peak periods while controlling labor costs.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of services.
Student Recruitment and Assistant Coordinator
Tamwood Careers College
12.2020 - 06.2022
- Participate in growing the company’s business in LATAM and Domestic Market for FIT's increasing sales by 20%.
- Daily follow-up with 35 to 50 prospective students and walk in public.
- Front desk, student services support and customer service (afternoon- night shift).
- 150 to 200 Leads management per day.
- Collaborated with the Marketing team to develop strategies to increase sales.
- Report stats and qualitative analysis on the health of the admissions pipeline and process.
- 15 to 25 Cold and warm daily calls.
- Establish, develop and maintain positive business and customer relationships.
Administrative Assistant / Research Assistant
Study Center for Sustainable Cities and Towns CIRUSP
01.2014 - 12.2019
- Fieldwork, data research, entry and analysis for projects: economic evaluations in business, environment, social and institutional affairs, management of ecosystem services, technical and environmental audits, gender and institutional strengthening.
- Provided services for: - Basque Country University (Bilbao Spain) / UNESCO cathedra in Sustainable Development and Environmental Education of UPV / EHU/ CIRUSP
-Quisqueya University in Haiti and Makaya Foundation in Haiti/ CIRUSP . - Provided administrative support for the organization, front desk support, and clerical duties.
- Trip planning and concierge for International and Local partners.
- Event Planning.
- Project coordination.
- Generated reports.
- Conducted interviews.
Research Assistant
OBMICA
01.2013 - 10.2014
- Gathered, arranged, and corrected research data to create representative graphs, maps and presentations for the project: Migration and Environmental Sustainability in Hispaniola.
- Attended seminars and symposiums to improve overall knowledge and understanding.
- Collected research data through experimentation, surveys and leading focus groups.
- Reviewed documents and data to identify trends and patterns.
- Performed qualitative analysis.
- Worked both independently and collaboratively in rural areas of Dominican Republic.
Education
MBA - Leadership And Project Management
UNIVERSITY CANADA WEST
Vancouver 07.2021 - 07.2023
Diploma - International Business and Management
TAMWOOD CAREERS COLLEGE
Vancouver, BC 02.2020 - 05.2021
Bachelor of Arts - Diplomacy and International Relations
UNIVERSIDAD CATOLICA SANTO DOMINGO- UCSD
Santo Domingo 05.2015 - 05.2019
Bachelor of Science - Physical And Human Geography
Universidad Autonoma De Santo Domingo
Santo Domingo 01.2011 - 12.2014
Skills
Efective Comunication
Fluent in English and Spanish
Quality assurance
Adaptability
Multitasking
Time Management
Database Management
Certification
Digital Marketing Associate - DMI
Software
Power BI
TABLEAU
ArcGIS
Salesforce
Timeline
Compliance Administrative Assistant
Tamwood International College
04.2023 - Current
Digital Marketing Associate - DMI
01-2023
MBA - Leadership And Project Management
UNIVERSITY CANADA WEST
07.2021 - 07.2023
Student Recruitment and Assistant Coordinator
Tamwood Careers College
12.2020 - 06.2022
Diploma - International Business and Management
TAMWOOD CAREERS COLLEGE
02.2020 - 05.2021
Human Rights Protection Systems- INESDYC
09-2018
Diploma in International Law and International Relations - University of the Basque Country, Faculty of Law, Spain.
07-2017
Bachelor of Arts - Diplomacy and International Relations
UNIVERSIDAD CATOLICA SANTO DOMINGO- UCSD
05.2015 - 05.2019
Administrative Assistant / Research Assistant
Study Center for Sustainable Cities and Towns CIRUSP
01.2014 - 12.2019
Research Assistant
OBMICA
01.2013 - 10.2014
Bachelor of Science - Physical And Human Geography
Universidad Autonoma De Santo Domingo
01.2011 - 12.2014
Services and Operations Manager
One 4 Yacht Group
6 2022 - 07.2023
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