Open to opportunities

Ana María Muñoz

@anamaramuoz

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Marketing graduate with expertise in digital marketing and content creation.

Colombia

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What I'm looking for

I am looking for a dynamic role that fosters creativity and growth in digital marketing and customer experience.

I am a marketing graduate with a strong foundation in digital marketing, content creation, and strategic design. My proactive and creative approach, combined with strong communication skills, has allowed me to excel in customer service and training roles. I have hands-on experience in developing training materials and leading sessions that have significantly improved onboarding processes and retention rates.

During my time at American Water, I successfully created and improved training materials aligned with business objectives, leading to a graduation rate of 50% for new hires. My role as a Customer Service Agent further honed my skills in managing customer inquiries and achieving campaign KPIs. I am proficient in tools such as Canva, Illustrator, Google Suite, and Excel, which I have utilized to design effective communication materials and analyze data for strategic decision-making.

Experience

Work history, roles, and key accomplishments

Trainer

American Water – ContactPoint 360

Jan 2024 - Present (1 year 7 months)

Created and improved training materials aligned with business objectives. Led training sessions and onboarding processes for over 100 new hires, achieving graduation rates up to 50%.

Onboarding Sales Training Communication Skills Leadership

Customer Service Agent

American Water – ContactPoint 360

Dec 2022 - Present (2 years 8 months)

Assisted with scheduling repair appointments and cross-sold protection plans. Handled billing, payments, and account inquiries efficiently, consistently meeting campaign KPIs.

Customer Service Billing Payment Processing KPIs Objection Handling Sales

Customer Service Agent

24/7 Intouch – Airbnb

Jul 2022 - Present (3 years 1 month)

Provided phone assistance to app users, including guests and hosts. Handled and made calls for follow-up and continuous support for reservations.

Customer Support Phone Support Problem Solving Communication

Marketing Intern–Strategic Partnerships

Banco de Bogotá

Jun 2021 - Present (4 years 2 months)

Supported communication campaigns and promotional efforts for business partners. Designed graphic and communication materials for events and offers.

Promotional Materials Graphic Design Data Analysis Sales Reporting Marketing Strategy

Education

Degrees, certifications, and relevant coursework

Universidad Santo Tomás

Bachelor’s Degree, Marketing

2017 - 2022

Completed a Bachelor's Degree in Marketing, gaining a strong foundation in digital marketing, content creation, and strategic design. Developed skills in various marketing aspects, preparing for a career in the field.

Universidad de Celaya

Diploma, Business Innovation

2021 - 2021

Obtained a Diploma in Business Innovation, focusing on innovative strategies and practices within the business sector. This program enhanced understanding of modern business approaches and problem-solving.