Leticia Sabina Rancel
ON
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
25
25
years of professional experience
Work History
Campus Operations Manager
Georgian@ILAC
12.2023 - Current
- Managing Services for #5700 student population at W'24 in GCIL Toronto Campus
- Ensure employees and business practices comply with regulatory requirements.
- Implementing operations and production plans to meet the company goals (for all departments on Campus).
- Making decisions in the absence of policies/procedures.
- Collaborated with faculty and staff to identify areas for improvement in campus services, leading to a better overall experience for students.
- Managed budget for campus operations, ensuring cost-effective use of resources and minimizing waste.
Student Services Manager
Georgian@ILAC
12.2021 - Current
- Supervised staff members, providing ongoing professional development opportunities, feedback, and guidance as needed.
- Created opportunities for peer mentorship programs connecting incoming students with experienced upperclassmen.
- Coordinated events and activities to foster a sense of community among diverse student populations.
- Facilitated communication between departments involved in the delivery of student services such as health services or housing accommodations.
- Addressed student concerns and resolved conflicts through mediation, advocating for their needs in collaboration with other campus departments.
- Developed tutoring program to help students excel in studies.
Client Service Lead
Georgian@ILAC
04.2021 - 11.2021
- Served as the primary point of contact for escalated issues, deftly navigating challenging situations to achieve satisfactory resolutions while preserving client trust and satisfaction.
- Improved overall client experience by proactively identifying potential issues and resolving them before escalation.
- Implemented regular performance tracking measures to monitor progress against KPIs, identifying areas for improvement and driving corrective action plans.
- Boosted team efficiency by streamlining workflows and implementing best practices in client service management.
- Acted as a liaison between students and internal departments to facilitate prompt resolution of queries or concerns, enhancing overall customer experience.
Lead Ambassador / Client Service
ILAC
02.2018 - 10.2020
- Overview Ambassadors team, supervising Agents/students from 75 different countries.
- Enhanced customer experience by providing exceptional service and addressing inquiries promptly.
- Cultivated a positive work culture that prioritized employee engagement and satisfaction while promoting high levels of productivity.
- Championed company values through consistent representation at industry events and networking opportunities.
- Developed strong relationships with key clients to foster loyalty and support business growth.
Regional Latin American Ambassador
ILAC
03.2017 - 02.2018
- Managing Agents and students from Latin American countries.
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
- Greeted customers and clients to create welcoming atmosphere.
- Resolved conflicts between students in diplomatic manner.
- Represented organization at professional conferences, delivering engaging presentations to diverse audiences.
Payment Clerk
ILAC
09.2016 - 03.2017
- Prepared monthly reports detailing payment activity, providing valuable insights for management''s financial decision-making process.
- Conducted regular reviews of vendor contracts, identifying opportunities for cost savings through renegotiation or alternative suppliers.
- Maintained a high level of data integrity by regularly updating and verifying vendor information within the accounts payable system.
Office Sales
ILAC
07.2015 - 09.2016
- Communicated effectively with internal stakeholders such as finance and logistics teams to ensure timely delivery of products and services.
- Built strong customer relationships for increased loyalty and repeat business by providing excellent service, timely follow-ups, and addressing concerns efficiently.
Insurance Advisor
Liberty Mutual Insurance
01.2010 - 01.2014
- Maintained accurate records of client interactions, ensuring seamless service delivery during policy reviews or renewals.
- Increased client satisfaction by providing personalized insurance advice and recommending suitable policies.
- Established long-lasting relationships with clients through proactive communication and exceptional service.
- Mentored new insurance advisors, sharing best practices and industry knowledge to enhance team performance.
- Provided quotes and promoted products for building, contents and vehicle insurance.
- Enhanced customer trust by addressing concerns and explaining complex policy details in understandable terms.
Insurance Broker
Seguros M.A.P. Tfe S.L.
09.1999 - 01.2014
- Provided exceptional customer service by responding quickly to inquiries, resolving issues, and anticipating client needs.
- Educated clients on various insurance products, enabling informed decisions regarding their coverage options.
- Developed strong relationships with insurance carriers, allowing for more efficient claim resolution processes.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Generated referral business from satisfied customers who shared positive experiences with friends and colleagues.
- Participated in ongoing professional development, staying current with insurance best practices and emerging industry trends.
Education
Service Excellence for Business -
ILAC International College
Toronto, CANADA04.2015
Diploma, Superior College of Insurance - Insurance And Risk Management
CECAS
01.2006
Skills
- Conflict Resolution
- Multitasking
- Space Utilization
- Teamwork and Collaboration
- Decision-Making
- Customer Service Management
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Campus Operations Manager
Georgian@ILAC
12.2023 - Current
Student Services Manager
Georgian@ILAC
12.2021 - Current
Client Service Lead
Georgian@ILAC
04.2021 - 11.2021
Lead Ambassador / Client Service
ILAC
02.2018 - 10.2020
Regional Latin American Ambassador
ILAC
03.2017 - 02.2018
Payment Clerk
ILAC
09.2016 - 03.2017
Office Sales
ILAC
07.2015 - 09.2016
Insurance Advisor
Liberty Mutual Insurance
01.2010 - 01.2014
Insurance Broker
Seguros M.A.P. Tfe S.L.
09.1999 - 01.2014
Service Excellence for Business -
ILAC International College
Diploma, Superior College of Insurance - Insurance And Risk Management
CECAS
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