Marcela Montero
Political Scientist MsC International Relations
Colina-Santiago
Summary
Experienced in customer service, fluent in English and Spanish. Dedicated professional with a primary focus on delivering exceptional service to both existing and prospective customers. Thrives in fast-paced environments, excelling at addressing customer needs including handling incoming calls, resolving product inquiries, and efficiently processing orders.
Overview
15
15
years of professional experience
Work History
International Purchase Manager
LEIT SPA
Santiago, Chile
01.2024 - Current
- Research and Data analysis
- Data entry (Clients and Vendors, contracts, etc.)
- Monitor and maintain regularity of team processes for buyer and procurement activities
- Determine and ensure compliance to all process and budget and obtain materials accordingly
- Develop and maintain effective relationships with vendor
- Maintain records of goods ordered and received
- Negotiates prices and contracts with suppliers
- Select prospective vendors and negotiate contracts
- Evaluate vendors based on quality, timeliness, and price.
Onboarding and Internal Community Manager
ADMIOS
03.2019 - 04.2024
- Recruiting, sourcing, screening, interviews, candidate contact, HR analytics and reporting
- Full Cycle until closure
- Research and Data analysis
- Data entry (contracts, clients, staff information, etc.)
- Legal Representative for ADMIOS Chile
- Developing and implementing onboarding strategies
- PayRoll, monthly taxes, monthly payments, invoices, reimbursements
- Monthly budget and accounting
- In charge of vendor contact and suppliers in Chile
- Organize and plan company and team gatherings and meetings
- Internal communications
- In charge of the company's internal engagement and participation program
- In charge of the ADMIOS certification process before AIA, SICEP and BHP Billiton.
Service Manager
Coca-Cola Chile
, Chile
02.2016 - 03.2022
- Know and manage the most valued customer attributes in the organization, define and lead the governance of the voice of the customer strategy (Standards, customer-oriented KPI'S, Internal Communication, etc.) and keep the Service Blueprint updated through the co-creation with clients and internal areas, to improve gaps in the client experience
- Be responsible for the Customer Journey Map and Blueprint
- Carry out audit visits to the market as a Mystery Shopper to ensure that clients comply with environmental and product quality standards for the satisfaction of end customers.
Quality Assurance Manager
Coca-Cola Chile
, Chile
03.2022 - 12.2023
- Responsible for eliminating nonconformities detected in internal audits by the headquarters during the year and addressing complaints and claims from distributor clients
- Coordinate and lead customer visits in conjunction with Sales, Supply Chain and other areas of the organization and follow up on commitments made with customers
- Identify opportunities and lead projects to eliminate obstacles that affect customer experience, with the aim of guaranteeing agility and ease in purchase, use and post-sale, improving processes that involve both the customer and the organization.
General Manager
Omnifique
Denver, Colorado
09.2019 - 08.2020
- In charge of Finances, Human Resources and Administration
- Helping with account reconciliation, reimbursements, payroll, vendor payments, etc
- Members Manager
- In charge of having fluent relationship with Homeowners and keeping them informed of new bookings, check-in /check-out procedures, payments, etc
- In charge of customer satisfaction after bookings.
Owner / Executive Manager
PubliPan
, Chile
11.2015 - 12.2017
- In charge of obtaining clients to sponsor an Eco-friendly recycled paper bag to eliminate plastic bags from the market
- In charge of selling advertisement and obtaining new clients
- Contacting new clients and maintaining old client accounts
- Billing and monthly payrolls
- Distribution of products and contacting new distribution centers.
Account Manager / Commercial Executive Non Food Area
SGS- Consumer Testing Services Chile
Santiago, Chile
09.2014 - 04.2016
- Administer, coordinate and manage commercial relationships with large international and national clients
- Offer and sell services to potential clients, advise them on their requirements, generate quotes and be responsible for after-sales service
- Be in charge of the relationship and manage audits with other subsidiaries and laboratories around the world
- Organize, coordinate and manage audits of factories located around the world
- SGS Chile was recognized as the subsidiary with the best response times and trusted partner in 2014 and 2015.
Academic Coordinator
TRADUC Chile
Santiago, Chile
10.2009 - 08.2013
- Recruiting, sourcing, screening, interviews, candidate contact, Full Cycle until closure
- Responsible for organizing and coordinating English courses, seminars, workshops, and trainings
- Administrator (payment of salaries and accounts, maintenance of educational material, among others)
- In charge of coordinating 10 teachers and their respective courses
- During my coordination, there was more than 40 students in both English courses and in preparation for international exams
- I have developed the diagnosis and monitoring of the respective learning processes
- In addition, I guided students in their application processes to universities abroad
- Definition of course objectives
- Material selection and preparation
- Exams and rubrics preparation
- Reports Preparation
- Grading
- General English, TOEIC, TOEFL, IELTS, GRE and GMAT instructor.
Education
Diploma in Human Resources Management - Human Resources Management
IACC Professional Institute
07.2022
Masters In International Studies - International Relations And Affairs
University of Chile- Institute of International Relations
10.2009
Political Science - International Relations
Universidad Nuestra Señora de La Paz (UNSLP)
La Paz, Bolivia 10.2006
High School Diploma -
American Cooperative School (ACS)
05.2001
Skills
- Motivating leader
- High-performance teams
- Results-oriented
- Empathetic
- Innovative
- High tolerance for pressure
- Creator of a pleasant work environment
- Continuous process improvement
- Lean
- Agility with SCRUM
- Global team management
- Native-level English proficiency
- Linguistics and Languages
- Service Manager
- Customer Experience Manager
- Delivery Manager
- Microsoft Windows
- Apple iOS
- G Suite
- Slack
- Client Support
- Supplier Relations
- Account Management
- Logistics Coordination
- Vendor Sourcing
- Project Management
- Inbound Phone Calls
- Document Organization
- HR Consulting
- Quality Assurance Standards
- Written Communication
- Administrative Support
- International Business
Languages
English
Spanish
Timeline
International Purchase Manager
LEIT SPA
01.2024 - Current
Quality Assurance Manager
Coca-Cola Chile
03.2022 - 12.2023
General Manager
Omnifique
09.2019 - 08.2020
Onboarding and Internal Community Manager
ADMIOS
03.2019 - 04.2024
Service Manager
Coca-Cola Chile
02.2016 - 03.2022
Owner / Executive Manager
PubliPan
11.2015 - 12.2017
Account Manager / Commercial Executive Non Food Area
SGS- Consumer Testing Services Chile
09.2014 - 04.2016
Academic Coordinator
TRADUC Chile
10.2009 - 08.2013
Diploma in Human Resources Management - Human Resources Management
IACC Professional Institute
Masters In International Studies - International Relations And Affairs
University of Chile- Institute of International Relations
Political Science - International Relations
Universidad Nuestra Señora de La Paz (UNSLP)
High School Diploma -
American Cooperative School (ACS)
Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
RemoteImportant To Me
Company CultureWork-life balancePaid time offFlexible work hoursWork from home optionPersonal development programsHealthcare benefitsPaid sick leaveTeam Building / Company RetreatsSimilar Profiles
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