Ana Novoa Team Leader of Customer Experience Specialists @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.

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.

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

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 subcommittee of Harassment and following

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.

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

C

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

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)

Ana Novoa

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