Valeria Murillo Contreras

PROJECT COORDINATOR

Strada

Feb 2024 - Current (2 years 5 months)

Played a key role in the implementation of Workday (Human Capital Management Tool) for clients in the US, Canada & Mexico, assisting with both project startup and closedown tasks. Efficiently managed up to 11 projects simultaneously, while configuring reports and dashboards to meet business needs. Conducted weekly billing tasks within Workday, and managed user access to essential tools such as Smartsheet and Microsoft Teams. Provided dedicated user support by resolving Smartsheet support requests, troubleshooting issues, and coordinating with higher-level support as necessary. Additionally, utilized Microsoft Excel to run weekly financial reports for C-Level management, ensuring accurate financial oversight. Employed CRM systems to effectiv

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OPERATIONS COORDINATOR

Planet42

Sep 2021 - Apr 2022 (8 months)

As the first employee hired to launch operations in Mexico, I led the charge in establishing the company's presence. I managed client prospection, reviewed applications, and ensured a seamless process for individuals seeking car purchases. I also handled key operational activities, including driving sales, developing product strategies, managing social media, and building crucial business and commercial alliances. My role was pivotal in laying the foundation for the company's success in the region. K P I s: Increased customer acquisition by 20% through effective prospecting strategies. Maintained a 97% approval rate for customer applications, ensuring financial prudence.

PROJECT OPERATIONS ANALYST

DiDi

Jan 2018 - Jul 2019 (1 year 7 months)

I successfully trained and managed a team of 90 external call-center agents, ensuring they excelled in prospect outreach and seamless onboarding to the platform. Through hands-on leadership, I implemented process improvements that significantly boosted efficiency and productivity. By maintaining a laser focus on targets, I consistently led the team to exceed daily, weekly, and monthly goals. I also ensured vendor compliancewith headcount requirements, keeping staffing levels optimal to meet the demands of the project.

CUSTOMER EXPERIENCE SPECIALIST

Travelport

Jul 2017 - Jan 2018 (7 months)

I analyzed and escalated common help desk issues for LATAM, presenting findings to project managers for process improvements. I regularly reviewed help desk agents' calls to assess their performance and user satisfaction. Using tools like CRM, QlikView, Excel, and Ask It (Oracle Service Cloud), I drove enhancements to optimize support operations and elevate customer experience.

CUSTOMER & TECHNICAL SUPPORT ANALYST

Uber

Apr 2016 - Jul 2017 (1 year 4 months)

In my role, I managed customer support for Uber, assisting users, drivers, and partners through phone and email to resolve issues and enhance their experience. Additionally, I supported the Uber Maps project by providing technical assistance, developing detailed manuals, and contributing to project improvements. My work involved utilizing business English and Spanish, excelling in troubleshooting, multitasking, and effective communication. I leveraged tools like Google Drive and CRM systems to deliver exceptional client services and support continuous project development.

Valeria Murillo Contreras

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