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Soy especialista en la implementación de modelos operativos de atención a clientes, seguimiento y análisis de indicadores clave (KPI). Mi enfoque se centra en superar constantemente las metas de calidad, productividad y tiempos de respuesta, mediante la construcción y desarrollo de equipos altamente eficaces. Combino habilidades de liderazgo con un profundo conocimiento del negocio y sus necesidades para impactar positivamente en los procesos y sistemas, mejorando así la experiencia del usuario.

Soy una profesional apasionada por el aprendizaje continuo, el desarrollo de soluciones creativas en el ámbito de la gestión y atención al cliente. Me defino por mis cualidades personales que me permiten contribuir eficazmente en cualquier equipo y proyecto: Responsabilidad, compromiso, iniciativa, proactividad, flexibilidad y excelentes relaciones interpersonales.

Mi compromiso es contribuir al éxito de las empresas mediante un enfoque estratégico y orientado a resultados.","rawText":"Hola, soy Sandra Rodríguez, poseo mas de 10 años de experiencia liderando equipos comerciales de contact center enfocados en atención, atracción, fidelización y experiencia de cliente. Soy especialista en la implementación de modelos operativos de atención a clientes, seguimiento y análisis de indicadores clave (KPI). Mi enfoque se centra en superar constantemente las metas de calidad, productividad y tiempos de respuesta, mediante la construcción y desarrollo de equipos altamente eficaces. Combino habilidades de liderazgo con un profundo conocimiento del negocio y sus necesidades para impactar positivamente en los procesos y sistemas, mejorando así la experiencia del usuario. Soy una profesional apasionada por el aprendizaje continuo, el desarrollo de soluciones creativas en el ámbito de la gestión y atención al cliente. Me defino por mis cualidades personales que me permiten contribuir eficazmente en cualquier equipo y proyecto: Responsabilidad, compromiso, iniciativa, proactividad, flexibilidad y excelentes relaciones interpersonales. Mi compromiso es contribuir al éxito de las empresas mediante un enfoque estratégico y orientado a resultados.","canEdit":false,"editUrl":"https://www.workana.com/freelancer/bc3ef0ab140367712a830f729cd9d10a/profile/description","g11n":{"edit":"Edit","save":"Save","cancel":"Cancel","warning":"Warning: Don't share contact information or you may be blocked.","expandText":"View more","collapseText":"View less","placeholder":"In a few words, sum up what best defines you as a professional. Show the world what you have to offer and give direction to your freelance career. Ex: Image and sound designer specializing in institutional videos and photo retouching."},"validation":{"required":true,"min":20}},"history":{"section":"history","title":"Work history","dangerouslyWillBeRenderAsHtml_text":"A lo largo de mi carrera profesional me he destacado por mi liderazgo en el ámbito comercial con el fin de generar estrategias de fidelización, rentabilización, retención, gestión y de experiencia de clientes, a través de:

- Análisis de mercado
- Comportamiento de cliente:
• Gustos y preferencias
• Quiénes son, que los motiva
• Cuáles son sus puntos de dolor
• Qué esperan de la compañía
• Cuáles son los canales de contacto más utilizados
• Cuáles son sus necesidades inmediatas, etc.

Además, me especializo en la atención, servicio y satisfacción de clientes a través de equipo operativos de contact center y canales de autogestión, implementando estrategias innovadoras para aumentar los ingresos y la rentabilidad del negocio. Cuento una sólida habilidad en la administración de datos y análisis de información, lo que me permite tomar decisiones fundamentadas y liderar proyectos de manera eficiente.

Dentro de mis logros:

• Contribuí a la mejora de los niveles de servicio del Contact Center 64% al 80% y el nivel de atención de 74% al 97%
• Conseguí incrementar el porcentaje de penetración de los paquetes premium en la base de clientes a través de distintas estrategias en 5pp con venta cruzada.

• Participé en la definición e implementación del plan de acciones para incrementar el volumen de ventas y cumplir la meta de ingresos, logrando un crecimiento en ventas del 60% y en ingresos del 9% al mes tres de gestión.

• Incrementé, a través de la optimización de campañas, la contactabilidad en 6 pp y la efectividad en 4 pp.

• Lideré un programa de reconocimiento e incentivos para el equipo de atención al cliente, logrando una mejora del 20% en su productividad.","rawText":"A lo largo de mi carrera profesional me he destacado por mi liderazgo en el ámbito comercial con el fin de generar estrategias de fidelización, rentabilización, retención, gestión y de experiencia de clientes, a través de: - Análisis de mercado - Comportamiento de cliente: • Gustos y preferencias • Quiénes son, que los motiva • Cuáles son sus puntos de dolor • Qué esperan de la compañía • Cuáles son los canales de contacto más utilizados • Cuáles son sus necesidades inmediatas, etc. Además, me especializo en la atención, servicio y satisfacción de clientes a través de equipo operativos de contact center y canales de autogestión, implementando estrategias innovadoras para aumentar los ingresos y la rentabilidad del negocio. Cuento una sólida habilidad en la administración de datos y análisis de información, lo que me permite tomar decisiones fundamentadas y liderar proyectos de manera eficiente. Dentro de mis logros: • Contribuí a la mejora de los niveles de servicio del Contact Center 64% al 80% y el nivel de atención de 74% al 97% • Conseguí incrementar el porcentaje de penetración de los paquetes premium en la base de clientes a través de distintas estrategias en 5pp con venta cruzada. • Participé en la definición e implementación del plan de acciones para incrementar el volumen de ventas y cumplir la meta de ingresos, logrando un crecimiento en ventas del 60% y en ingresos del 9% al mes tres de gestión. • Incrementé, a través de la optimización de campañas, la contactabilidad en 6 pp y la efectividad en 4 pp. • Lideré un programa de reconocimiento e incentivos para el equipo de atención al cliente, logrando una mejora del 20% en su productividad.","canEdit":false,"editUrl":"https://www.workana.com/freelancer/bc3ef0ab140367712a830f729cd9d10a/profile/history","g11n":{"edit":"Edit","save":"Save","cancel":"Cancel","warning":"Warning: Don't share contact information or you may be blocked.","expandText":"View more","collapseText":"View less","placeholder":"Describe your work on previous projects, your role, and your contributions for each milestone of your professional career. Tell us how your work has brought value to the projects you have collaborated on in the past. Choose the most relevant aspects for each position, what you learned and achieved, and anything else that will help in understanding your career path."},"validation":{"required":true,"min":20,"max":50000}}},"profileCompleteness":{"show":false},"newProfileCard":{"canEditCompany":false,"canAddFavorite":false,"addFreelancersDropdownTitle":"Add to list","isHero":false,"isVerifiedAgency":false,"companyVisibleName":"Sandra R.","companyId":10086788,"companyHash":"bc3ef0ab140367712a830f729cd9d10a","ratingData":{"rating":5,"hasRating":true,"width":"width: 100.00%","noRatings":"No ratings yet","average":5,"ratingText":"5 of 5.00"},"profileVisibilityEditInitials":{"isChecked":true,"actionUrl":"https://www.workana.com/companies/profile/edit/visibility","g11n":{"toggleLabel":"Public Profile"}},"agencyEditInitials":{"isChecked":false,"actionUrl":"https://www.workana.com/companies/profile/edit/is_agency","g11n":{"toggleLabel":"Agency Profile"}},"phone":{"text":"Phone number: ","canEditPhone":false,"hasPhone":true,"number":null},"countryData":{"country":"CO","name":"Colombia","class":"flag flag-co","url":"https://www.workana.com/en/freelancers/colombia?ref=freelancer_view","blankGif":"https://cf.wkncdn.com/static/assets/build/img/blank.4f4e80a62.gif"},"hourlyRate":{"text":"Hourly rate:","rate":"CO$ 24,000.00","isSet":true,"currency":"COP","amount":"24000.00"},"mainSkill":{"isSet":true,"text":"Freelancer expert in Admin Support"},"public":true,"clarificationText":"Allowed formats:
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Será um prazer! I work with articles for blogs and websites, with experience in different niches: - Online writing; - Editing and text production; - SEO; - Academic writing; - Word and Excel; -Article writing and editing; -Blog creation -Ebook writing -Content for social networks -Email marketing - and Administrative Support Shall we talk and answer any questions? It would be a pleasure! Trabajo con artículos para blogs y páginas web, con experiencia en diferentes nichos: - Redacción en línea; - Edición y producción de textos; - SEO; - Redacción académica; - Word y Excel; -Escritura y edición de artículos; -Creación de blogs -Escritura de libros electrónicos -Contenido para redes sociales -Email marketing - y apoyo administrativo ¿Podemos charlar y resolver cualquier duda? ¡Será un placer!","rating":4.8700000000000001,"ranking":400,"position":{"position":"hero","next":null,"name":"Hero","description":"Hero es el máximo nivel de los freelancers de Workana. Nos enorgulleces. 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Soy Marisa, y después de 17 años en administración, descubrí que mi verdadera pasión es hacer que la tecnología avanzada sea accesible para emprendedores y equipos que quieren crecer sin complicarse la vida. Me especializo como asistente virtual con experiencia sólida en comunicación profesional, servicio al cliente y gestión del tiempo, destacándome por la organización eficiente de agendas, coordinación de tareas y la garantía de que nada quede pendiente. Me encanta crear soluciones costo-eficientes usando mi propia infraestructura con n8n y Supabase autoalojados, combinando Google Workspace, calendarios compartidos, gestores de proyectos y CRM para que puedas enfocarte en lo que realmente importa: hacer crecer tu negocio. Mi formación en inteligencia artificial, automatización sin código, Prompt Engineering e IA Agéntica me permite no solo resolver problemas puntuales, sino construir ecosistemas completos que transforman la forma en que trabajas. Aplico principios de UX Writing para redactar textos claros, empáticos y orientados a la acción que mejoran la experiencia en páginas web, apps y sistemas de soporte. Mi forma de trabajar es muy directa y transparente: trabajo con un enfoque ágil y resolutivo, me adelanto a identificar oportunidades de mejora, y siempre entrego más de lo acordado porque creo que la confianza se construye con hechos. 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Noviembre 2007 - Presente (17+ años) | Zaragoza, España Mis 17 años en CERNEY han sido un viaje increíble que refleja perfectamente cómo las empresas pueden evolucionar sin perder su esencia. Empecé siendo esa persona que tenía todo bajo control en la administración tradicional, donde aprendí que los detalles importan y que la confidencialidad no es negociable. Era quien coordinaba a la dirección, organizaba reuniones que realmente funcionaban, y me aseguraba de que nada se cayera entre las grietas. Pero lo emocionante llegó cuando me di cuenta de que podía hacer mucho más que mantener las cosas organizadas: podía transformarlas. Como Responsable de PRL, desarrollé protocolos que redujeron drásticamente los accidentes laborales, y ahí entendí algo clave: los mejores sistemas son los que previenen problemas antes de que aparezcan. Implementé un sistema digital que redujo 30% el tiempo que perdíamos buscando documentos (¡imagínate la frustración que eliminé!) y coordiné una reorganización que aumentó 20% la productividad sin estresarse más. Especialista en Automatización y Asistencia Virtual (Freelance) 2024 - Presente | Remoto Aquí es donde todo cobra sentido: combino esos 17 años de experiencia real con mi pasión por hacer que la tecnología sea accesible y útil. No soy de esas que te venden humo tecnológico; soy quien toma tus procesos manuales y los convierte en sistemas que funcionan mientras duermes. Construí mi propia infraestructura con n8n y Supabase autoalojados, integrando sistemas antiguos con herramientas modernas, y creé dashboards que liberan más de 15 horas semanales de esas tareas que a nadie le gustan. Esta experiencia me enseñó que la tecnología más poderosa es la que hace que la gente se sienta más tranquila, no más abrumada. Mi arsenal incluye n8n autoalojado, Supabase, Google Workspace, Microsoft 365 y toda una colección de herramientas que uso estratégicamente según lo que realmente necesites. Me encanta aplicar UX Writing porque creo que si algo no se entiende, no sirve. Mi formación en IA y Prompt Engineering me permite crear agentes que realmente resuelven problemas específicos, no chatbots genéricos. Trabajo con Customer Journey Mapping porque necesito entender cómo piensa tu cliente para diseñar algo que realmente funcione. Los resultados que suelo entregar hablan por sí solos: -75% en consultas repetitivas, -15 horas semanales que tu equipo puede usar para cosas importantes, +40% en satisfacción del cliente. Experiencia Administrativa y Financiera | MP GAS S.L. & Transportes GTD 2002 - 2007 En MP GAS me convertí en la reina de la facturación y administración, optimizando cada proceso de cobros y pagos hasta que todo fluyera sin sobresaltos. En Transportes GTD desarrollé mi superpoder para gestionar crisis: cuando algo salía mal en el transporte, yo era quien coordinaba soluciones rápidas manteniendo a todos contentos. Estas experiencias me enseñaron que la gestión de datos y la atención al cliente van de la mano: si no tienes la información correcta en el momento correcto, el cliente lo nota. Liderazgo Comercial y Gestión de Equipos | Círculo de Lectores 1995 - 2000 Como Jefe de Equipo de Ventas, lideré equipos que consistentemente cumplían (y superaban) objetivos mensuales. Pero lo que realmente aprendí fue algo que uso todos los días: el éxito viene de escuchar profundamente lo que la gente realmente necesita, no de venderles lo que tienes. Esta filosofía la aplico en cada proyecto: primero entiendo tu problema real, luego diseño la solución perfecta para ti. Mi Caja de Herramientas (que uso estratégicamente según tu necesidad): Para automatizar sin quebrar el presupuesto: n8n autoalojado, Make, Zapier, Relevance AI Mi infraestructura que te ahorra dinero: VPS Hostinger, Supabase autoalojado Para que todo funcione como reloj: Google Workspace, Microsoft 365, calendarios inteligentes, CRM que realmente se usan Para crear cosas bonitas y funcionales: HTML/CSS, Vibe Coding, Bolt, UX Writing que conecta Para integrar lo que ya tienes: SAP, Dynamics 365, APIs, análisis de KPIs que importan Para el futuro que ya está aquí: IA personalizada, agentes inteligentes, automatizaciones que aprenden Lo que 17 años me enseñaron (y ahora aplico contigo): Pensar como bombero: Mejor prevenir el incendio que apagarlo después Documentar como si fuera para tu abuela: Si no lo entiende ella, hay que mejorarlo Ser consultora, no solo ejecutora: A veces veo oportunidades que tú aún no has notado Cuidar tu bolsillo: Mi infraestructura propia significa menos gastos recurrentes para ti Recordar que detrás de cada proceso hay personas: La mejor tecnología es la que hace la vida más fácil","rating":5,"ranking":532,"position":{"position":"silver","next":{"name":"Gold","next":"platinum","description":"Gold es el cuarto nivel de Workana. 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