Viviana Carolina Diaz Poveda MBA Graduate and Professional Economist

Operations Manager

Polco S.A.S.

Sep 2017 - Aug 2023 (6 years)

- Led company’s technical support team, defining strategic plans, performance metrics, and monitoring goal achievement to guarantee continuous improvement in customer experience. - Ensured strategic management of relationships with internal and external stakeholders, maintaining timely communication, and implementing best market practices. - Supported technically and strategically sales team, identifying opportunities for business unit's portfolio, targeting new markets and increasing revenue. - Managed budgets effectively, ensuring resource allocation was optimized for maximum area's success. Identified improvement opportunities, making data-driven decisions to guarantee resource optimization and user experience enhancement. - Satisfactor

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Project Coordinator

MVS Travel – Agencia de Viajes

Sep 2016 - Jun 2017 (10 months)

- Directed the development and implementation of the operational and commercial strategy for MICE projects (Meetings, Incentives, Conferences, and Exhibitions), overseeing all aspects from proposal design and presentation to seamless event execution. - Negotiated contracts with suppliers, securing favorable terms for cost-effective procurement of resources needed for each project's success. - Developed complementary portfolios aimed at driving sales growth and achieving key performance indicators. - Cultivated and maintained strong relationships with customers and stakeholders at all levels, ensuring alignment with organizational strategic objectives and fostering collaboration for mutual success. - Conducted regular analysis of projects

Project Manager

LPX Digital

Sep 2014 - Mar 2016 (1 year 7 months)

- Managed a wide range of projects including brand activations, high-impact events, mobile application development, and digital content, securing their successful execution. - Collaborated with stakeholders to define clear project goals, leading to consistent alignment with expectations throughout the process. - Coordinated cross-functional teams (mobile developers, graphic designers, systems engineers, architects, artists, etc.) to achieve smooth collaboration in achieving project objectives. - Implemented market analysis tools to identify key competitors, expansion opportunities, prospective customers, markets, and industry standards. - Attained a remarkable 30% improvement in operational efficiency in 2015 by streamlining processes, si

Trainer / Barista

Pret a Manger

Oct 2011 - Jul 2014 (2 years 10 months)

- Applied a comprehensive training program for the customer service area, achieving process standardization and compliance with corporate guidelines. - Mentored junior employees to improve performance, food safety, and customer service. - Demonstrated new products, procedures, and techniques to team members. - Conducted performance evaluations and tracked the implementation of personalized improvement plans to foster talent development and continuous growth. - Accomplished an impressive 18% increase in productivity during peak hours by implementing process optimization measures such as machine relocation and labor division. - Demonstrated exceptional leadership by maintaining zero staff turnover for the morning shift at the Hammersmith

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Senior Shop Manager

CRANBERRY LIMITED

Jun 2008 - Oct 2012 (4 years 5 months)

- Run the operations of four retail shops, driving sales strategies, providing training and supervision to staff, and overseeing cost management and inventory control. - Demonstrated a customer-centric approach by effectively addressing customer needs and delivering memorable experiences that fostered brand loyalty. - Designed and implemented strategies to maximize sales and enhance brand recognition, utilizing market trend analysis. - Exercised strong financial management skills by managing budgets and allocating resources to maximize shop’s productivity and profitability. - Received recognition for delivering exceptional customer service at Liverpool Street Network Rail in 2011. - Achieved an impressive 90% overall customer satisfactio

Ecotourism Intern

CDMB

May 2006 - Dec 2006 (8 months)

- Advised on the formulation and implementation of the ecotourism project for the Soto Norte zone, ‘’Cadenas Productivas Ecotourísticas de la Provincia Soto Norte”’. - Reviewed and analysed of the local authority policies and development plans for the towns located in the project area. - Project socialization with local communities. - Conducted secondary research about successful ecotourism case studies in the world and highlighted the facts that needed to be put in place in order to guarantee a sustainable economic practice.

Viviana Carolina Diaz Poveda

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