Ana Novoa

Ana Novoa

About

Detail

Team Leader of Customer Experience Specialists @Multiplier
Mexico
Contact Ana regarding: 
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Full-time jobs
Starting at USD1.9k/month
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Finding candidates
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Finding mentors

Timeline

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Job
school
Education

Résumé

Jobs verified_user 0% verified
  • Multiplier
    Team Leader of Customer Experience Specialists [NAMER Region]
    Multiplier
    Jun 2023 - Sep 2023 (4 months)

    - Management of the NAMER team
    - Bi-weekly 1:1 spaces focusing on data analysis and Support for the customer experience
    - Daily review of performance and requirements.
    - Weekly Agents Performance Report.
  • Multiplier
    Customer Experience Specialist
    Multiplier
    Oct 2022 - Sep 2023 (1 year)
    Principal Activities:
    - Support for member leads in every region.
    - Connection between the internal team to the clients and members (Payroll, Finance, Contracts, CSM, etc.)
    - Verifying the follow-up and assignment of the cases.
    - Making sure that every member is having the correct solution to the cases and that the clients are having a quality experience.
    - CSM role focusing on follow-up Freelancer Clients Service.
  • Chili
    HR Latam Talent Acquisition MX
    Chili
    Jun 2022 - Sep 2022 (4 months)
    Principal Activities:
    - Reduce Time to Hire average to 15 days (from the moment the ad goes live to acceptance)
    - Establish Sourcing Channel Efficiancy for recruitement to set benchmarks
    - Improve Number of Qualified Candidates - at least 3 suitable candidates each positions
    - Interview to offer ratio (%) 30%
    - Offer acceptance rate (%) 80%
    - Cost of Hire
    - Automating the Recruitment process Manage Talent Pool Applicants for MX/Br/PA
    - Pre-Onboarding Managing
  • AIESEC en México
    HR Country Manager
    AIESEC en México
    Jun 2021 - Jun 2022 (1 year 1 month)
    As HR Country Manager I manage the next principal KPIs:
    - Creation of the recruitment strategy for all the local offices in Mexico (28 offices).
    - Planning and creation of the attraction process.
    - Marketing synergy for the digital and offline attraction.
    - Managing the benefits for the volunteers in local and national level (mental health support, discounts, etc).
    - Onboarding strategy and development (focusing on the creation of timelines, educational cycles, documents and requirements, agreements, follow up).
    - Creation of all the experience cycle of the volunteers inside the country (around 1,000 to 1,200 in total).
    - Part of the management team in national level working directly with the subcom
  • AIESEC en México
    National Support as People Consultant
    AIESEC en México
    Feb 2021 - Jun 2021 (5 months)
    I was developing my role being support to the national team focusing in this activities:
    - Onboarding the local volunteers to their activities, principal KPIs achievements %.
    - Following up of the volunteer bi-weekly with follow up and tracking meetings.
    - Creation of educational cycles.
    - Leading a team of 4 people to make them performing with the volunteers.
  • E
    Marketing Manager
    Experiencia Logotipo de Luker Chocolate Luker Chocolate
    Aug 2020 - Oct 2020 (3 months)
    This project consist in the creation of the digital and offline marketing channels for the launch of a chocolate brand:
    - Research of Sales Funnel
    - Research of Sales Channels
    - Prospect Brand Creation
    - Attraction for Channels Distribution.
    - Standardization of Offline Marketing Processes.
  • AIESEC en México
    People Local Manager
    AIESEC en México
    Feb 2020 - Feb 2021 (1 year 1 month)
    As People Local Manager:
    - Manage the Local Office of Puebla with around 40-50 volunteers.
    - Leading the local directors performing different roles (Sales managers, Marketing Managers, Exchanges Managers).
    - Follow up of Local External Relationships.
    - Performing the team standards and satisfaction of their experienced.
    - Local Regulations of the office.
    - Continue educational cycles creation and performing.
    - International Operations.
    - Creation of Identity and Work Enviroment
  • Cuponerapp
    Manager CDMX
    Cuponerapp
    Mar 2019 - Nov 2019 (9 months)
    Principal Activities:
    - Prospection for new clients in Mexico City.
    - Follow up and direction of the proposals.
    - CRM Updating.
    - Outreach of the clients
  • AIESEC
    Local Talent Acquisition Specialist
    AIESEC
    Feb 2018 - Jan 2020 (2 years)
    Principal Activities:
    - Lead Prospecting for new international volunteers.
    - Customer tracking in CRM of clients.
    - Market segmentation for international volunteers and local clients.
    - International Relationships Management.
    - Onboarding of Volunteers to the country (managing of migration documents, pre-trainings, educational cycles)
Education verified_user 0% verified
  • Universidad de las Américas Puebla
    Master's degree, Negocios internacionales
    Universidad de las Américas Puebla
    Jan 2019 - Jan 2020 (1 year 1 month)
  • Universidade de Fortaleza - UNIFOR
    Comercio exterior
    Universidade de Fortaleza - UNIFOR
    Jan 2017
  • Fundación Universidad de las Américas Puebla
    Licenciatura, Administración de Negocios Internacionales
    Fundación Universidad de las Américas Puebla
    Jan 2013 - Jan 2018 (5 years 1 month)