Ingrid Gonzalez Amaya
Winnipeg,MB
Summary
Efficient professional with eight years of dedicated experience in customer experience, consistently achieving a 20% increase in customer satisfaction through innovative strategies and hands-on training. Proven track record in collaborating with cross-functional teams and implementing digital channel strategies within operations and digital product support roles. Proficient in operations management, data entry, and delivering exceptional customer service.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Assistant Manager
Sargent Taco Shop
07.2020 - 12.2023
- Trained and coached new employees on product knowledge, customer service protocols, cash handling procedures, and safety regulations resulting in a 30% increase in customer satisfaction scores
- Managed daily operations of the store, including scheduling staff, assigning tasks, and overseeing inventory control processes
- Implemented innovative strategies for increasing efficiency in daily operations.
Professional Digital Product
Davivienda
12.2019 - 06.2021
- Structured, and generated management reports at the implementation stage of the new products to monitor production performance and keep senior management informed
- Collaborated with engineering teams to enhance user experience, confirm builds meeting user specifications, coordinated testing for new product features' quality and usability
- Committed to delivering excellent customer service while working in a fast-paced environment.
Process Specialist
BBVA
05.2018 - 12.2019
- Partnered with operations and credit departments to successfully implement the bank's digital channel strategies, resulting in a 20% increase in online customer engagement
- Conducted proactive communication with both internal and external clients to address product issues, implementing strategic process adjustments that led to a 10% decrease in reported concerns.
Education
Master's Degree in Digital Transformation in Business Administration And Management -
University of Barcelona
Spain12.2019
Bachelor's Degree in Industrial Engineering -
University ECCI
Colombia06.2017
Skills
- Operations Management
- Office Administration
- Data Entry
- Invoice Processing
- Customer service
- Strong Problem Solver
- Microsoft Office Suite
Certification
Scrum Master
Timeline
Assistant Manager
Sargent Taco Shop
07.2020 - 12.2023
Professional Digital Product
Davivienda
12.2019 - 06.2021
Process Specialist
BBVA
05.2018 - 12.2019
Master's Degree in Digital Transformation in Business Administration And Management -
University of Barcelona
Bachelor's Degree in Industrial Engineering -
University ECCI
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