MARIA CAMILA SANCHEZ ZAMBRANO

Provision of professional services in the Planning and Systems Division of the Senate of the Republic, developing the following activities:

• Provided support in the follow-up of the institutional plans in charge of the division.
• Developed flowcharts in the DARUMA software of the processes of the integrated management system, when requested.
• Provided support in the execution of the activities of the implementation system of the integrated management plan.
• Made project reports in DARUMA as required by the supervision.
• Provided support in updating GIS documents in DARUMA.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Responded to customer calls and emails to answer questions about products and services.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Maintained and managed customer files and databases.
• Coordinated logistics for customer orders.
• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Resolved concerns with products or services to help with retention and drive sales.
• Explained charges, fees, terms of sales, and service to customers daily.
• Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities.
• Conferred with sales team members to evaluate processes and improve integration of after-sales assistance.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.

• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Processed payments and applied to customer balances.
• Negotiated to collect balance in full.
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Researched accounts and completed due diligence to resolve collection problems.
• Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
• Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
• Worked with customer to create debt repayment plan based on current financial condition.
• Responded to customer inquiries and provided detailed account information.

• Achieved sales goals and service targets by cultivating and securing new customer relationships.
• Built and maintained relationships with associates, customers and vendors.
• Negotiated and closed profitable sales contracts with new and existing customers to increase loyalty and retention.
• Researched sales opportunities and possible leads to exceed sales goals and increase profits.
• Established and maintained positive relationships with vendors to determine product availability and quality.
• Analyzed past sales data and team performance to develop realistic sales goals.
• Monitored and adjusted pricing based on market trends and customer feedback to meet expectations and increase sales.
• Developed and implemented account management plans to establish customer satisfaction.
• Evaluated costs against expected market price points and set structures to achieve profit targets.
• Analyzed and negotiated advertising spaces and terms and conditions.
• Structured and presented business cases for credit recommendation.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Collected, arranged, and input information into database system.
• Evaluated customer needs and feedback to drive product and service improvements.
• Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
• Developed and implemented sales strategies to increase profits.
• Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.
• Negotiated contracts with clients and developed relationships with key personnel.

• Managed day-to-day functions of promotion and marketing departments.
• Collaborated with sales staff to plan campaigns.
• Worked closely with product development teams to create and maintain marketing materials for sales presentations and client meetings.
• Wrote engaging and creative press releases for each promotion.
• Monitored product market and adjusted marketing plans.
• Planned and prepared advertising and promotional material to increase sales of products or services and work with customers, company officials and advertising agencies.
• Developed campaigns, led design and tracked results.