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NATHALIA URIBE MEJÍA - Mg Address: Cra. 20 No 107 - 62, apt 302 Cell: 321 - 493 2429 E- mail: [email protected], [email protected] PROFESSIONAL OBJECTIVE To achieve a Management position in the areas of Customer Experience, Customer/Corporate Communications, or Marketing in a Colombian or multinational company, to direct the internal and external customer service strategy, comprising the influence and mobilization on the company’s culture to achieve sustainable transformations, in a company where the service strategy is central to the key business results. PROFESSIONAL PROFILE Extensive experience in media, such as radio and television, event logistics, communications diagnostics and strategy, corporate communications, design and implementation of customer communication strategies, web pages and intranet information management. Experience as a training director in the cosmetics industry, as well as in areas of customer experience to ensure an outstanding service in the different points of customer contact: sales, operations, call center and support areas. In addition, I have an academic background in Marketing in areas such as Marketing Communications, Brand Management, Consumer Behavior and Customer Journey. I have the background and the experience to create and sustain effective communicational relations within an organization, in order to enhance an enjoyable working environment, people’s empowerment and mobilization, and business processes efficiency. I have experience working with global teams comprised of senior executives of multinational companies. I am a professional with leadership skills, results oriented, responsible and proactive, and able to work effectively and lead multidisciplinary teams. WORK EXPERIENCE DIRECTV Colombia - Bogotá, Colombia Customer Engagement Manager March 2013 – February 2016 Achievements: Create and consolidate the team of DIRECTV Customer Engagement Colombia, achieving the alignment of the service strategy of the Company. Design and implement a corporate customer-centric work culture strategy, “COOLTURA”, in Colombia, focused on building the service experience from company employees to customers, mobilizing over 4,000 employees nationwide. Developed high-impact strategies to generate a differentiated service experience at different points of customer contact: sales, operations, call center and support areas. Design and implement the strategy of service recognition, with the aim of rewarding employees who exceed their customer oriented business indicators. We recognized over 2,000 people, and sponsored more than 20 employees who represented Colombia at the Latin American annual awards event in New York and Argentina . Participate in the design and implementation of in-service training program, mobilizing more than 2,500 employees, and improving customer satisfaction indicators. Led the design of post-paid customer loyalty strategy, defining a financial and profit model for each configuration of programming, to increase the company's EBITDA. Develop and implement regional initiatives tailored to local business, related to customer satisfaction. Kimberly-Clark - Latin American Operations - Bogotá, Colombia Latin America Communications Coordinator February 2010 – March 2013 Achievements: Design and implement regional Intranet as part of the internal communications strategy for the entire region, targeting over 18,000 employees in Latin America. Led and position the communication strategy of the President of Latin America and his executive team, achieving the alignment of the same message in the four sub-regions (Andean, Central America, Austral and Brazil). Represent the region on special Communications and Human Resources projects with global reach, mobilizing more than 18,000 employees in the region. CNN en Español – Atlanta, USA Affiliates Producer / Editor-Producer-Interactive Media/ Field Producer June 2009 – December 2009 Duties: Cover, pre-select and edit the news of affiliated networks in Latin America. Negotiate and decide, with the producer of each newscast, what news had greatest impact and was to be cast by the channel. News coverage such as: Mercedes Sosa death, 8th Anniversary of September 11, the H1N1 flu virus in the world, wiretapping telephone / DAS Colombia, election headquarters of the 2016 Olympics, the 2nd Africa South America Summit (ASA Venezuela), coup in Honduras June 28 2009 and trajectory, the ONU General Assembly 2009, Gesta CXCVIII anniversary of Independence of Mexico, UNASUR Summit 2009, death of Michael Jackson and Senator Ted Kennedy. Presinve Ltda. (Cosmetics Sans Soucis) - Bogotá, Colombia Training Director – Department of Marketing Duties: Plan, design and execute the manual and training company focused on product. Launch new products with VIP customers. Select team staff beauticians. Relationship with Company customers. October 2007– May 2008 EMGESA S.A. E.S.P (Energy Generation Company) - Bogotá, Colombia Corporate Communication Intern January 2007 – July 2007 Duties: Obtain information from Managers to write articles for the network of billboards. News tracking and analysis of media presence; design of promotional material and communication pieces; corporate events: support for the implementation, logistics, assembly, coordination and support to the event’s image activities and development of publicity materials. EPM – Bogota Telecomunications - Bogotá, Colombia Corporate Communication Intern July 2006 – January 2007 Duties: Manage the company intranet; design of internal communication pieces for campaigns; training and organizational activities; corporate events; news tracking. City T.V - Bogotá, Colombia TV commercial announcer March 2006 – July 2006 Duties: On-air and pre-recorded commercial presenter for output during the channel's programming grid. EDUCATION Graduate Degree: Master’s Degree in Marketing Los Andes University, Bogota, Colombia – October 2012 Bachelor’s Degree: BS in Journalism and Social Communication Pontificia Bolivariana University, Bucaramanga, Colombia – September 2007 - Academic Exchange, Pontificia Javeriana University, Colombia, 2005 - Academic Exchange, Externado de Colombia University, Colombia, 2006 DISTINCTIONS Distinguished Student award. Social Communication and Journalism School, Pontificia Bolivariana University, Fall 2004. LANGUAGES Spanish and English.