Dalia Valencia's Resume

Dalia Valencia
2000 Commonwealth Ave APT 603 Brighton, MA 02135 Suffolk	617 412 5515

OBJECTIVE

To capitalize on my experience in identifying costumers' needs, leading cross-functional teams, as well as implementing communication strategies to acquire and develop new clients. I am eager to work with an organization that encourages creativity, leadership and success.

QUALIFICATIONS

- Built customer relationships from scratch
- Worked in a fast pace environment, multitasking and solving problems
- Volunteered to support non-profit organizations implementing fund raising activities
- Experience working and communicating with people from diverse backgrounds during the MBA program
- Excellent English and Spanish oral and written communication skills

EDUCATION
-
09/2005 - 08/2006	HULT International Business School	Cambridge, MA
MBA International Business Administration 3.0 Grade Point Average -
05/2006 - 06/2006	Boston College	Boston, MA
N/A Business to Business Marketing N/A Grade Point Average -
07/2003 - 04/2004	Universidad Iberoamericana	Mexico City, MX
Post-graduate study Marketing 3.3 Grade Point Average -
01/1995 - 06/2000	Universidad Iberoamericana	Mexico City, MX
Bachelors Mass Media Communications 3.3 Grade Point Average -

WORK EXPERIENCE
-
09/18/06 - 04/06/07 Accounts Receivables Analyst	Starwood Hotels	Boston, MA
Sheraton Boston Hotel/ Starwood Hotels (Temporary FT) 2006-2007 Accounting Department (Account Receivables and Customer Service) Identified customer service gaps and worked with the related areas to improve business practices Worked continuously with other departments to solve customers' billing inquiries Created an Excel data base system to keep record and follow through Customers' billing concerns -
12/2003 - 08/2005	ORGANON / AKZO NOBEL	Mexico City, MX
Key Account Manager (Marketing and Sales) Increased 2004 sales by 30% from the previous year Developed more than 45 existing and new clients to increase the market share through personal and B2B sales Implemented a micro-marketing strategy for a new product launch, to attract new customers Trained nurses, biologists in a medical devise to apply our main product -
01/2003 - 12/2003 Training Specialist	SKY TELEVISION	Mexico City, MX
Increased Customer Service Representatives' performance from 90 to 95% through effective training programs on the CRM Siebel user interface Trained more than 200 employees (Customer Service representatives, Team leaders and Managers) Designed training programs and manuals for the Call Center regarding Customer Service's policies and procedures Successfully implemented a series of workshops and a project to improve the performance and motivation of the Quality Assurance team for the Call Center Liaison among vendors (Siebel and CSG Systems) and the Training Department, to identifying needs for the operation, with the objective of generating requirements that will enable end-users to take advantage of Siebel's functionality -
03/1997 - 07/2002	AMERICAN EXPRESS CO.	Mexico City, MX
Training Specialist (Promotion) Designed the first training program, including the training material for the International Dollar Card market for the Fraud Control Unit, following Info Mapping methodology Successfully handled internal launch of new products by delivering training to all organizational levels Performed impact analyses and managed cross-functional implementations for new processes Quality Specialist (Promotion) Achieved 95% of Quality Control Standards Compliance by Monitoring Fraud Representatives, finding strengths and opportunities in customer service satisfaction, coaching the representatives and providing detailed feedback Received the coveted "Amexcellence" award for excellence in customer service Fraud Analyst Reduced fraud losses by proposing different ways to handle individual cases with less gaps Analyzed fraud trends and prevented fraud losses by reviewing daily risk management reports Volunteered to train and coach new hires in understanding our products, operation and best practices -

SKILLS

Proficient in Siebel 7.0 CRM platform, Microsoft Office, Lotus Notes
Familiar with the salesforce.com platform
Proficient in Photoshop and Corel Draw
Photography and Design courses
Proficient in Galaxy (Starwood Hotels platform for CRM and billing)

Languages: Fluent in Spanish and English
French - Basic knowledge (On going course at BCAE)

Dalia Valencia's Resume (Last updated April 18th 2007)