Juan

Successfully managed 8–10 high-profile client accounts, overseeing a total workforce of approximately

300 employees.

 Managed strategic relationships with high-profile points of contact for each account, ensuring effective

communication and alignment. Oversaw the day-to-day tasks of clients' employees based in Colombia,

provided leadership support, and ensured payroll accuracy.

 Achieved a 75% increase in client headcount and reduced employee turnover by 50% through strategic

team development and enhanced engagement initiatives.

 Designed and implemented key performance indicators (KPIs), driving a 30% improvement in team

productivity and significantly elevating client satisfaction scores.

 Optimized communication workflows, enabling seamless collaboration between internal teams and

external clients to ensure consistent service delivery.

Served as the primary contact for employee benefits inquiries (medical, dental, vision, 401(k)),

coordinating with insurance providers to resolve issues efficiently.

• Improved employee satisfaction levels to 85%, driving high-quality service delivery and reducing

operational disruptions.

• Managed open enrollment processes, ensuring timely and accurate benefits coverage for all employees.

Managed strategic relationships with key accounts, driving a increase in sales within one year.

 Developed tailored account plans, addressing client needs with innovative pharmaceutical solutions.

 Collaborated with internal teams to align strategies and deliver market insights for informed decisionmaking.

 Ensured compliance with industry regulations and maintained high standards of ethical conduct.

 Organized educational initiatives to enhance product adoption among healthcare professionals

Delivered exceptional customer service, achieving a 90% customer satisfaction rate by providing

accurate financial advice and resolving inquiries effectively.

 Assisted customers in understanding the bank's financial products, ensuring tailored solutions aligned

with their needs.

 Managed and tracked customer cases, maintaining an 85% on-time resolution rate and escalating

complex issues for timely solutions.

 Built strong customer relationships through proactive communication and personalized support,

contributing to long-term client retention.

 Reduced repeat customer issues by 10% through clear explanations of financial options and proactive

problem-solving.

Assist customers in a friendly and professional manner, answering questions about products, sizes, styles, and trends. Ensure to understand their needs and provide personalized recommendations.

Monitor product stock in the store, conduct regular inventory checks, and ensure items are properly displayed, organized, and in good condition.

Identify opportunities to promote additional products, such as accessories or related items, and close sales, ensuring a satisfying experience and meeting sales targets.

Collaborate on the arrangement of products in the store, following brand guidelines to ensure attractive and functional presentations that maximize sales.

Process payments, issue invoices, and ensure all transactions are completed efficiently and according to established procedures.

Handle customer complaints or dissatisfaction courteously, seeking solutions that benefit both the customer and the business.

Stay updated on collections, product features, and fashion trends to provide accurate and relevant information to customers.

Work collaboratively with the sales team to reach store goals and contribute to the company’s growth.

Assist customers in a friendly and professional manner, answering questions about products, sizes, styles, and trends. Ensure to understand their needs and provide personalized recommendations.

Monitor product stock in the store, conduct regular inventory checks, and ensure items are properly displayed, organized, and in good condition.

Identify opportunities to promote additional products, such as accessories or related items, and close sales, ensuring a satisfying experience and meeting sales targets.

Collaborate on the arrangement of products in the store, following brand guidelines to ensure attractive and functional presentations that maximize sales.

Process payments, issue invoices, and ensure all transactions are completed efficiently and according to established procedures.

Handle customer complaints or dissatisfaction courteously, seeking solutions that benefit both the customer and the business.

Stay updated on collections, product features, and fashion trends to provide accurate and relevant information to customers.

Work collaboratively with the sales team to reach store goals and contribute to the company’s growth.

Engage with potential students to understand their language learning needs, goals, and preferences. Provide tailored advice on the most suitable English course, based on their proficiency level and objectives (e.g., business English, conversational skills, test preparation).

Maintain a deep understanding of the different English courses available, including course content, schedule, pricing, and duration, in order to accurately present the options to customers and answer questions effectively.

Proactively identify and reach out to leads through various channels (in-person, phone, email, social media, etc.), cultivating relationships and converting inquiries into enrollments. Meet sales targets set by the company.

Provide guidance on learning strategies and course selection, helping prospective students make informed decisions. Address any concerns or barriers that may prevent a student from enrolling, such as pricing, scheduling, or language proficiency.

Assist in the enrollment process, including completing registration forms, explaining payment options, and ensuring all necessary paperwork is completed. Ensure that students are aware of their course schedules and any additional materials required.

Maintain ongoing communication with students after they enroll, checking on their progress and satisfaction. Offer additional services or follow-up courses if applicable, ensuring a high level of customer retention.

Work with the marketing team to promote courses, including contributing to campaigns, managing online listings, and attending promotional events to boost awareness and enrollment.

Stay informed about trends in language learning, competition, and customer needs, ensuring the offerings remain competitive and meet current demand.

Handle any issues or complaints related to the course offerings, student progress, or payment concerns in a professional and timely manner, ensuring the satisfaction of both the student and the organization.

Delivery Manager | Pharmbills 2025 – Present

Built and maintained long-term partnerships with enterprise clients in the U.S. health

insurance sector, driving account growth through a client-first approach. Coordinated hiring

needs with Recruitment, oversaw billing cycles to ensure accuracy, and supervised remote

teams to keep operations aligned with client expectations while achieving new performance

goals.

Partnered with Recruitment, Finance, and IT teams to design and implement clear

workflows that supported smooth client operations and provided consistent crossdepartment

support.

Maintained proactive communication with clients, guided them through onboarding stages,

and organized projects to ensure operational stability and long-term success.