KD
Kate Dela Pena
A C C O U N T A N D P R O J E C T M A N A G E R
S A L E S P R O F E S S I O N A L | C U S T O M E R S U C C E S S
PROFILE
With extensive experience in account and project management, I offer
--Dubai, UAE
a unique combination of strategic acumen, a sales-driven mindset, and
a steadfast commitment to exceptional customer service. Throughout
my career, I have consistently navigated intricate business landscapes,
exceeded targets, and cultivated enduring client relationships. Armed
with exceptional communication skills and a proactive approach, I
eagerly embrace new challenges with diligence and professionalism.
SKILLS
EXPERIENCE
Account and Project Management
ACCOUNT AND SALES MANAGER
Negotiation
AMW Group - Los Angeles, CA (Remote)
Verbal & Written communication
2022 - 2024
Interpersonal Communication
Problem Solving
Teamwork
Secure new business deals by initiating sales calls.
Provide top-tier customer service to new and existing clients.
Handle the onboarding process of new clients.
Manage projects, and ensure timely delivery while exceeding
Organization
client expectations for their projects.
Multitasking
Write press releases, boilerplates, one-sheets, and blog reviews
while performing copy editing.
Set up press release distributions and provide clients with
comprehensive reports.
EDUCATION
Review media outlets and Spotify playlists relevant to the client's
project.
Pitch clients to Media outlets to secure placements
AIRLINE MANAGEMENT AND
STEWARDSHIP
Initiate podcast and media outreach.
Universal College of Southeast Asia
and the Pacific
Conduct weekly and monthly sales reports and audits to track
2011 - 2013
Crafting high-quality Electronic Press or Media Kits for artists.
sales and campaigns.
Gather client feedback through service reviews to ensure that any
project gaps are filled promptly.
PRACTICAL NURSING
Conduct team huddles regularly to discuss daily obstacles while
St. Augustine School of Nursing
keeping the team happy, motivated, and supported.
2010 - 2012
Assist with escalations, ensuring that every team member has my
support and guidance.
ACCOUNT MANAGER| CUSTOMER
SUCCESS
Get A Copywriter/Epiic Design (Remote)
2021 - 2022
Efficiently sell services through persuasive sales calls
that aim to secure deals successfully.
Collaborate effectively with clients, account managers,
writers, and designers to deliver topnotch copy editing
services.
Facilitate onboarding for new clients while monitoring
project quality and delivery.
Manage over 50 accounts, including blog and design
subscriptions.
Expertly moderate call/zoom meetings between clients
and writers/designers to ensure seamless
communication.
Utilize WordPress, Wix, and other platforms to publish
content to the client's website.
CUSTOMER SERVICE REPRESENTATIVE
Appliance Factory Parts - Denver, CO (Remote)
2020 - 2021
Provide customer support through email, live chat, and
phone channels, ensuring prompt and effective
resolution of inquiries.
Utilize Zendesk ticketing system to streamline
communication and track customer interactions
efficiently.
Proactively communicate with suppliers and
manufacturers to obtain accurate pricing and
availability information.
Manage order handling processes from initiation to
completion, including replacements and refunds, with
meticulous attention to detail.
Execute data entry tasks and maintain website
integrity to uphold a seamless user experience for
customers.
Create and distribute invoices accurately and timely to
facilitate smooth transactions.
GUEST EXPERIENCE SUPERVISOR
West Home - Atlanta, GA (Remote)
2021 - 2022
Manage guest support and reservations on Airbnb,
SENIOR CUSTOMER SERVICE
PROFESSIONALS
VRBO, and the website using reliable tools like Guesty
Emirates Airlines, Emirates Group
Dubai, UAE
and Aloware.
2015 - 2020
Collaborate with Operations Coordinator,
Welcome and assist passengers during check-in and
housekeeping team, and Guest Experience specialists
boarding processes.
to ensure seamless coordination.
Thoroughly verify travel documents for international
Proactively address escalations and verify guest
flights to ensure compliance.
documents through Auto Host before check-in.
Effectively address and resolve customer complaints
Keep Master Calendar and other necessary
and escalations with professionalism.
documentation up-to-date with complete accuracy.
Provide supervision and guidance to on-duty staff to
maintain operational excellence.
Assign daily responsibilities and tasks to team
members for seamless shift management.
Oversee the efficient opening and closing procedures
for flights.
Implement strategies to minimize the risk of flight
delays and ensure timely departures.
Lead and mentor a team of junior customer service
representatives to deliver exceptional service.
SENIOR SALES EXECUTIVE
CUSTOMER SERVICE REPRESENTATIVE
Airwheel Middle East, Shanghai Electric M.E.
Dubai, UAE
DU Telecommunications
Dubai, UAE
2014 - 2015
2013 - 2014
Drive the promotion of new products to walk-in
Answer incoming calls and promptly respond to
customers, highlighting their features and
customer emails, ensuring timely and professional
benefits.
communication.
Identify potential sales opportunities and
Efficiently manage and resolve customer
diligently follow up with existing accounts to
complaints, prioritizing customer satisfaction.
foster business development.
Actively sell products and process customer
Conduct comprehensive market research to stay
orders, demonstrating product knowledge and
abreast of industry trends and adjust sales
facilitating smooth transactions.
strategies accordingly.
Provide customers with comprehensive product
Achieve individual and branch sales targets
and service information, addressing inquiries and
through proactive selling techniques and
enhancing their understanding.
relationship-building efforts.
Process orders, forms, and applications accurately
Handle customer complaints promptly and
and efficiently to facilitate smooth operations.
effectively, ensuring resolutions that maintain
Proactively follow up with customers via calls to
customer satisfaction.
ensure their needs and inquiries are addressed.
Process payments seamlessly, accepting cash and
Utilize upselling techniques to promote additional
credit card transactions to facilitate smooth and
products and services, enhancing the customer
efficient customer transactions.
experience and maximizing sales opportunities.
Maintain detailed call logs and provide regular
reports to track customer interactions and
performance metrics.
