WORK EXPERIENCE
E-COMMERCE CRM EXECUTIVE• ELEVATE GROWTH GROUP
• JULY 2019- PRESENT
DIANA E.
FLORES
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Manage e-commerce CRM for 9 Brands and their products’ that are for
sale in Amazon’s website.
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Assure each brand’s customer service is action-oriented, with the focus
of guaranteeing customer satisfaction for each transaction.
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Bring more 4-5 star review to each of the 9 Brand’s listing products with
the purpose of increasing each product’s listing in amazon’s search and
be marked as “Featured” (recommended product) in amazon’s platform.
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Reduce or turn over 3-1 star reviews found in each of the 9 Brand’s
listing products. Report the trends complaints in a monthly and
Quarterly basis with the purpose of having each brand to improve
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Find, Review and report to Amazon any IP trademark takedowns -any
Brand registry violation done by our direct or indirect competition in
order to be within amazon’s top search pages-.
TRADEMARKETING ANALYST • PHILIP MORRIS NICARAGUA
• JULY 2018- APRIL 2019
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As Project Leader, implement from scratch the new “3D Segmentation
& Brand Building Project” nationwide. Project that will allow to improve
our Brands’ development adoption (Marlboro & L&M) within our
customers that visit our strongholds POS in a specific territory.
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Create, develop and implement marketing programs that will help to
either increase our sales or improve our account receivables payouts.
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Create, develop and implement marketing programs that will make our
top trade clients (POS-GT/KA) to increase their knowledge on PMNIC
brands and have fidelity with them.
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Present results of the different marketing programs for which I was the
creator, informing of the: revenue obtained vs revenue set as objective,
KPIs met vs KPIs set, investment, budget assigned vs budget met,
achievements and AOO’s.
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OBJECTIVE
To Excel as a professional in the
Marketing and Sales’ fields.
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SKILLS
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Bilingual (English & Spanish)
Fast Typer
Multi-tasker
Team Leader
Responsible
Microsoft Office
Adobe Photoshop
Adobe Ilustrator
Interpersonal Skills
BUSINESS BUILDER EXECUTIVE • PHILIP MORRIS
• MAY 2016 – JUNE 2018
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Monthly performance results presentation vs monthly KPI set: sales
objective (cigarette sticks), account receivable, SKU availability per POS,
Share of Market, Drop Size & Returned goods.
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Have the best commercial relations with our top KA: Casa Mantica,
Walmart, AMPM, Pharaos Casino, Palms Casino, Comisariato Policía
Nacional. Lydia Ludic Slots, Lujaes Montecarlo Slots; and
create/implement new projects (sales, costs and investment projection)
every semester that will allow the vertical growth of our brand in those
POS or increase the company’s revenue.
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Provide customer/market insights and establish new marketing/sales
strategies Analysis of Sell out data provided by the different Key Account
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Chains (c-stores, gas station, supermarkets) that will affect our
competitors SOM.
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Supervise the work of our display team, by overlooking the
merchandising/inventory/sales/image of our Marlboro & L&M brands in
each KA POS.
MARKETING EXECUTIVE • MEDIA INTERACTIVA
• SEP 2014 – MAY 2016
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Negotiate advertising prices to promote our mobile subscription
products.
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Draft up legal contracts for these advertising materials.
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Manage the advertising budget and plan the media calendar that will
provide results and accomplish income gross goal.
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Supervise that the advertising material been aired according to what was
agreed in the contract.
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Manage the accounts payable of the guidelines contracts.
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Manage services, project investment, expenses and sales.
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Monitor competition and develop innovative strategies that compete in
the market.
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PROGRAM COORDINATOR • OPERATION SMILE NICARAGUA
• JAN 2014 – SEP 2014
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Do fundraising events for Operation Smile, from raffles for utpo $8,000, to upto fashion shows with
Miss World and Miss Teen Nicaragua.
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Obtain different sponsorships through different companies such as: Siman, Grupo Muniz, UCATSE,
Lion Club, etc.
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Organize and coordinate logistics for carrying out local and international medical missions.
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Create and devolop media campaigns to promote the mission medical brigades and attract patients.
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Do statistics and programming of next surgical brigades.
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Do the logistics and the procedures to obtain the MINSA temporary medical license for international
volunteers, negotiations and get the proper permits with the various government entities: SILAIS,
MINSA, Hospitals, etc..
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Encourage, increase and coordinate the volunteering program for Operation Smile: medical and
civilian professionals.
SALES COACH / CUSTOMER SERVICE TT • SITEL NICARAGUA
• APRIL 2011 – NOV 2013
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Provide constant sales/retention and QA feedback to assure agents meet expectations on these KPIs.
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Develop the new agents in sales through an innovated sales & retention training (Credit Bureau’s
identity theft and report monitoring products).
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Supervise the customer service team and be floor support when required; providing the necessary
coaching/feedback to the agents to assure Excellency on their wire transfer calls.
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Assist and provide projects that will help the employees to meet and exceed the metrics set up by
the client and sitel to be applied in training or through SKEPs sessions.
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Motivate the team and reinforce Provide 360 CRM, first call resolution. Encourage teamwork and
coach the new employee’s wave as OCP coach.
SALES COACH (TL) • ALMORI BPO
• NOV 2008– APRIL 2011
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Supervise the sales team, meet metrics, reach and exceed monthly sales quota goals (medicare BPO
insurance).
Motivate the team and provide corrective actions when required
Reinforce Provide 360 CRM, first call resolution
Foment team work and coach the new employee’s inquiries
Floater for other departments
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ADVERTISING SALES EXECUTIVE & E-COMMERCE • DRACMA MAGAZINE
• JAN 2008 –OCT 2008
- Arrange commercial trades to distribute the magazine internationally
- Create different advertising designs for e-commerce
- Responsible for the Layout of the magazine
EDUCATION
POSTGRADUATE: UNIVERSIDAD AMERICANA
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Post-graduate Course in Strategy Management
•JAN 2010- JULY 2010
EXTRA CURRICULAR COURSE: AMERICAN NICARAGUAN SCHOOL
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Completed TOEFL pre-course test
•APRIL 2010 – JUNE 2010
BACHELOR DEGREE: UNIVERSIDAD AMERICANA
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Bachelor Degree in Marketing and Advertising
•JAN 2005-JULY 2010
HIGHSCHOOL: ST. THERESA’S ACADEMY
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•JAN 2001-DEC. 2004
Graduated as Bilingual Executive Secretary & Baccalaureate in Sciences and Letters
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