Pilar Urdaneta

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Marketing Manager & Coordinator

Marketing Seal

Apr 2025 - Current (1 year 5 months)

• Managed content calendars and coordinated publishing across social media channels. • Content Creation Support: Assist in designing graphics, writing captions, and editing videos. • Daily Monitoring & Engagement: Respond to comments, messages, and mentions in a timely manner. • Coordinated with content creators, designers, and managers to keep projects on schedule. • Organized and maintained digital assets, templates, and content libraries to streamline team workflows. • Hashtag and SEO Optimization: Use relevant keywords and hashtags for reach and engagement. • Basic Community Management: Flag significant issues, report spam, and monitor sentiment. • Administrative & Operational Support: Managed communications, follow-ups, and documentati

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Support Manager & Content Creator

Forever Missed

Feb 2021 - Current (5 years 7 months)

• Managed incoming customer issues, triaged requests, and coordinated technical and internal teams to resolve problems efficiently. • Served as a primary point of contact for customer inquiries, troubleshooting issues and communicating solutions clearly. • Assigned and followed up on technical and marketing tasks to ensure issues progressed toward resolution. • Collaborated across teams to identify process improvements and improve the customer experience. • Created and maintained onboarding materials and resources for new employees. • Researched competitors, industry trends, and product developments to provide recommendations to the team.

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Customer Experience Specialist

Jun 2017 - Current (9 years 3 months)

Leveraged 9+ years of experience in customer support across phone, chat, email, and social media to manage customer needs, resolve escalations, and improve communication processes. Created SOPs and tracked client health and performance metrics to enhance the overall customer experience.

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Account Manager

Spray Foam Genius Marketing

Feb 2025 - Jul 2026 (1 year 6 months)

• Coordinated campaign execution across internal teams, tracked timelines, and managed project deliverables. • Presenting Reports: Present detailed performance reports, offer actionable insights, answer questions, create videos at times. • Cross-Functional Collaboration: Work with internal teams (creative, SEO, media) to align with client goals. • Client Education: Educate clients on marketing trends, best practices, and tools. • Budget Management: Develop and manage marketing budgets, ensuring campaigns stay within scope. • Client Retention & Upselling: Drive retention, identify upsell opportunities, and address client concerns. • Problem Solving: Resolve campaign or client issues quickly and professionally. • Managed client onboarding, co

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Appointment Setter and Assistant for Content Creation

NextGen Weight Loss Clinic

Sep 2024 - Dec 2024 (4 months)

• Managed communication with prospective clients, qualified leads, and coordinated appointments. • Identifying and qualifying potential leads through research, networking, and using CRM tools. • Making outbound calls to potential clients to introduce services or products and engage customers and prospects. • Fielding inbound calls for customers who are looking for help with rescheduling or have questions about our services. • Coordinating with potential clients and setting up appointments for the manager of the Clinic. • Reaching out to potential clients who have shown interest but haven’t yet scheduled an appointment, ensuring consistent communication. • Leveraging SMS and email to keep customers and prospects engaged. • Maintained accurat

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Customer Service Representative

For Days

Nov 2022 - Mar 2024 (1 year 5 months)

• Efficiently resolved customer inquiries through support tickets received via email, social media, and partner channels, ensuring a high level of satisfaction and service excellence. • Serve as the primary point of contact for new inquiries, questions or issues from customers. • Assign marketing or other related tickets to the appropriate team member by appropriately tagging each ticket. • Following up with the tickets assigned and make sure they have been solved or that they are getting taken care of promptly. • Answering emails from vendors regarding new additions to the website or new updates to prices or products. • Be the point of contact to vendors and partners to help make the work flow smoother and maintain the information up-to-da

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Medical and Emergency Interpreter

Grupo NOA

Oct 2022 - Nov 2023 (1 year 2 months)

• Provided consecutive English-Spanish interpretation during medical and emergency calls while following HIPAA requirements and company policies. • Serve as the primary point of contact for Spanish speakers and English speaking clients for interpretations services and also to answer any questions or handle any conflict. • Provide the appropriate verbiage according to companies regulations. • Ability to transfer calls in situations they needed a different interpreting service, or if they needed to communicate with a different department. • Stay up-to-date with HIPAA’s regulations and training and with any updates from the company.

Customer Care Representative

Jobget

Oct 2021 - Oct 2022 (1 year 1 month)

• Spearheaded outbound sales initiatives, effectively up selling services to enhance customer satisfaction and drive revenue growth. • Proficiently utilized CRM and communication platforms, including FreshSales and FreshCaller, to optimize customer interactions. • Transitioned to a comprehensive customer service role, adeptly managing account verification, inbound calls, live chat, and support ticket resolution. • Actively participated in team meetings, contributing to strategy development and operational improvements.

Online & Social Media Response Specialist

Friendemic

Nov 2019 - Nov 2022 (3 years 1 month)

• Ability to identify the type of review and be empathetic and understand clearly what the customer is expressing, answer accordingly to positive, mixed and negative reviews following internal procedures. • Stay up-to-date on the latest industry trends and technologies related to review answering best practices and regulations, and share insights and recommendations with the broader team in meetings.

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Account Manager / Virtual Trainer

rSchoolToday DWC

Sep 2019 - Nov 2021 (2 years 3 months)

• Serve as the primary point of contact for new payment customers during the on boarding application process. • Coordinated customer onboarding requirements, documentation, verification, and internal approvals. • Making outbound calls and emails and setting up meetings to follow up with customers and update them on their process, answer any questions or handle any issue they might have. • Fielding inbound calls for customers who are logged in looking for help. • Ability to set up and troubleshoot hardware prior to and during the on boarding process. • Trained customers and colleagues on software functionality and supported onboarding and implementation. • Managed multiple customer accounts simultaneously, tracking requirements, deadlines, a

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Business Advisor

PalmTech

Jul 2019 - Apr 2020 (10 months)

• Serve as the primary point of contact for prospects, and executed targeted outbound calls to secure business appointments, leveraging True Method's comprehensive training for polished, professional engagements. • Employed acute attention to detail in managing the phone system, modulating tone of voice, and assimilating valuable insights for subsequent calls. • Consult on the requirements needed to verify the decision maker, the business, and working with internal teams to verify that they would be a fit to do business with us. Conducted thorough organizational assessments to identify and qualify potential prospects, ensuring alignment with company objectives. • Spearheaded lead generation initiatives, meticulously compiling and presenting

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Customer Service Manager

SB Medical

Mar 2018 - Dec 2018 (10 months)

• Serve as the primary point of contact for prospects and customers inquiries, and managed seamless customer interactions through live chat and phone, ensuring exceptional service standards. • Making outbound calls to follow up with customer’s orders. • Led and supported a dedicated team of 3, providing training and guidance for handling challenging customer scenarios. • Fielding inbound calls for customers who are looking for help with placing their order or who need information about our products or have delays on their order. • Successfully negotiated with new vendors to secure product placements on our platform, enhancing our market offerings. • Collaborate with cross-functional teams within the company to improve the customer experienc

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Quality Inspector

Empresas Norte Sur

Aug 2006 - Oct 2007 (1 year 3 months)

• Inspected purchased products for quality and documentation compliance. • Prepared quality reports and maintained process and project documentation. • Supported process improvement and onboarding documentation using continuous improvement principles. • Applied professional quality assurance background to monitor processes, identify gaps, and implement improvements to prevent errors and ensure work meets established standards.

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