Penélope Campos Sánchez

Sr. Project Manager - US Media Contact Center

NIELSEN MEDIA RESEARCH LIMITED

Sep 2024 - Current (1 year 11 months)

In this role, I lead Automation/Technology Capability projects to reimagine, simplify, and scale opportunities across the US Media Contact Centers.

Client Manager I - Language Services (LS)

ICON plc

Jun 2023 - Aug 2024 (1 year 3 months)

In this role I provided support to ICON's Language Services clients that submitted Medical Translation requests by managing all client budgets, develop project plans, handle all communication and translation deliveries I had the opportunity of setting up a great-scale translation project for one of the most important Pharma Labs worldwide, with an approximate word count (WC) of 500,000 characters and a $93,000 USD contract value.

Specialist - Global Project Delivery

AT&T

Sep 2021 - Mar 2023 (1 year 7 months)

In this role, I managed B2B IT Project implementations, COI layers 1 and 2 for 100+ site scopes in and out of the US. My responsibilities covered post-sale (Risk assessment, project scope, deliverables setting, stakeholder approval), project delivery (scope changes management, issue and jeopardy solution, communication across teams, leadership levels, status delivery on the overall implementation progress), until transition to life cycle. In addition, I was able to excercise my team leadership, content planning, organization, schedule coordination skills by leading the second internal "Fast Track" program, intended to provide general upskill and product information refreshment to a group of colleagues specially selected/volunteering in a sp

Sr. Associate - Global Project Delivery

AT&T

Jun 2019 - Sep 2021 (2 years 4 months)

At the entry level in the Global Project Management division of AT&T, I managed COI Layers 1 and 2 for 2-50 site scopes. Afterwards, I was assigned to serve temporarily as a Migrations Support PM in the nighttime. My main responsibilities were planning, scheduling, and conducting around 65 Data Migration and services cutover calls at night and different time schedules, coordinating up to 5 store managers and 5 technicians working onsite. In this role, my bilingual services strongly contrubuted to save the company around 25,000 USD in PM costs. Show less

Associate - Customer Service / Loan Review

Branch International

Jan 2019 - Jun 2019 (6 months)

In my first experience in the FinTech industry, I was assigned to a double role as a Customer Service agent, managing general customer inquiries through different communication channels (zendesk, Facebook/GooglePlay, the app chat). I would mak sure the customers understand how to use the app, learn to submit a loan application, and make their payments on time. I would also assist in general app troubleshooting. I also provided support to Loan Review on the new/routed-for-manual-approval applications, reaching up to 460 applications reviewed per business day. I also received general instruction on SQL, Market research and practices, Social Media management, team leadership, problem ownership, and accountability. This is, by far, the role whe

Global Dollar Card New Accounts

American Express

Apr 2017 - Dec 2018 (1 year 9 months)

In this final role with the company, I supervised the end-to end customer account creation and credit card issuance process, from risk assessment and document verification, to card shipping and activation, for the Business Global Card division (All countries except US). I would run both international and US security screenings, credit reports to both applicants and companies.

Consumer Relations / Special Handling Unit

American Express

May 2015 - Apr 2017 (2 years)

For this double assignment, I managed executive escalations for both Corporate and Consumer customers servicing 2 different markets: Mexico and International Dollar Card (42+ countries). My main tasks were related to account analysis, case build-up, communication with upper hierarchies (Directors and above), case remediation, feedback to respective lines of business if applicable. My main customers were Nivada Mexico, Interjet, The University of Puerto Rico, and Sergio “Checo” Pérez. I also managed government inquiries from both PROFECO and CONDUSEF on customer complaints for the Mexico Market: I would verify the customer account, balance, general status, previous customer communications to determine whether to respond positively or not to

International Dollar Card - Customer Care Professional

American Express

Oct 2012 - May 2015 (2 years 8 months)

I attended inbound calls belonging to the International Dollar Card market(42+ countries in the Americas, both English/Spanish) and provided detailed information on account status, payments, benefits and related products, reaching the highest levels of customer satisfaction. I mastered the unit's requested call flow process, the Relationship Care (R) business model, and kept the second highest customer satisfaction rate at the time I was promoted to my next role.

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Purchasing Specialist / Quality Assurance Auditor Jr.

Servicios Aéreos Estrella, S.A. de C.V.

Jan 2011 - Dec 2011 (1 year)

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Supplier Development Specialist / Quality Assurance Auditor Jr.

Servicios Aéreos Estrella, S.A. de C.V.

Jun 2010 - Dec 2010 (7 months)

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Assistant to Sales Manager

Servicios Aéreos Estrella, S.A. de C.V.

Nov 2009 - Jun 2010 (8 months)

Penélope Campos Sánchez

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