Marcela Rojas
Montréal
Summary
Dynamic, trilingual professional with comprehensive experience in communications, public relations, customer service and training. Great relational ease to represent, inform and support internal and external customers.
Ability to create and maintain trusting business relations.
Demonstrated analytical abilities in complex problems solving. Focused on positive results. Experienced in project’s coordination and presentation focused on the improvement of procedures and client’s satisfaction.
Strong planning and organization skills. Recognized for her creativity, motivation, and ability to collaborate with different stakeholders.
Overview
36
36
years of professional experience
1
1
Certification
Work History
North America Data Privacy Information Security
Accenture
04.2022 - 05.2024
- Elaborated and implemented policies, procedures and guidelines on security compliances.
- Assisted with Audit preparations several North America Workplace locations (BSI Audit), in order to obtain/maintain ISO27001 certification.
Workplace Operations & Event Coordinator
Accenture
03.2014 - 04.2022
- Supported and coordinated workplace daily operations, and assisted internal clients to plan, organize and execute meetings and events.
- Adapted quickly when faced with unexpected challenges or changes in plans, maintaining composure while finding effective solutions.
Project Manager
L'envol Des Langues
08.2012 - 08.2013
- Coordinated operations and logistics of various linguistic programs and language courses.
Customer Service Representative
Service Canada
09.2008 - 08.2012
- Provided information on employment insurance programs administered by the Federal Government and collected relevant information for claims processing.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Call Center Supervisor
Cirque Du Soleil Via Télé-Ressources Ltée
01.2008 - 08.2012
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained 15 team members on performance metrics and consumer behavior identification.
- Responded to customer’s complaints in French, English and Spanish.
Information Agent - Trilingual
UN (UNFCCC)
09.2005 - 11.2005
- Informed foreign participants during the 11e Conference on Climate Changes, UN in North America.
Billing Solution Manager
Bell Canada
09.2002 - 12.2004
- Maintained quality service as well as a positive professional relationship with 25 companies and created billing solutions customized to meet their business needs.
- Conducted post-implementation reviews to identify areas of success as well as opportunities for improvement in future projects.
- Participated in the introduction of a new web billing solution and trained managers in charge of corporate clients and their customers. A 70% rate registered in customer’s satisfaction.
Customer Service Representative
Bell Canada
01.1988 - 09.2002
- Provided information on telephone services and completed customers orders.
- Prepared training documentation and coached new customers representatives.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Certificat - Criminology
University of Montréal
Montreal, QCSkills
- Analytical Problem-Solving
- Client Support
- Collaborative Team Player
- Effective Time Management
- Effective Organizational Skills
- Effective Listening
- Effective Organization
- Effective Problem Resolution
- Strong Verbal Communication
Languages
Français
Expérimenté (C2)
Anglais
Expérimenté (C2)
Espagnol
Langue maternelle
Certification
- First Aid Certification
Project Management Professional (PMP) ATP Bootcamp completion
This Bootcamp provides Project Managers with the knowledge and skills needed to attain the Project Management Professional (PMP) certification. This course meets the 35-hour classroom requirement for the PMP(r) Exam; exam to be completed in 2025.
Timeline
North America Data Privacy Information Security
Accenture
04.2022 - 05.2024
Workplace Operations & Event Coordinator
Accenture
03.2014 - 04.2022
Project Manager
L'envol Des Langues
08.2012 - 08.2013
Customer Service Representative
Service Canada
09.2008 - 08.2012
Call Center Supervisor
Cirque Du Soleil Via Télé-Ressources Ltée
01.2008 - 08.2012
Information Agent - Trilingual
UN (UNFCCC)
09.2005 - 11.2005
Billing Solution Manager
Bell Canada
09.2002 - 12.2004
Customer Service Representative
Bell Canada
01.1988 - 09.2002
Certificat - Criminology
University of Montréal
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