Francisco Javier Cordova Pedreros
Journalist/Digital Marketer
Dublin
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Accomplished, enthusiastic, motivated, and bilingual digital marketing professional. Possess strong communication, leadership, time management abilities and excellent organizational skills.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
2
2
Languages
Work History
Customer Support Specialist
Hubspot
12.2021 - Current
- Support customers and partners with functionality of Hubspot platforms.(video uploads, channel management, and any product technical issues) with emphasis on high user satisfaction and quality
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Provide education content to help customers to grow better and find best solution for their organization using Hubspot tools.
- Troubleshoot and help resolve technical issues in friendly and accurate manner. Managed 220+ ticket monthly.
- Collaboratively share feedback through appropriate channels related to tools, processes or systemic user/product issues
- Escalate issues providing relevant information when required striving to resolve them in timely manner.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed
Risk & Payments – Commerce Agent
Accenture
05.2021 - 09.2021
- Provide quality risk review service and consistently meet SLA targets while always focusing on resolving cases efficiently and utilizing time productively.
- Identify and help minimize risk posed by fraud patterns and trends. Managed 600 tickets daily.
- Assist users with risk process workflows.
- Identify, recommend, and implement process improvements.
- Communicate relevant information on timely basis to Senior Agents & Team Leads and escalate issues or complex delivery items when required.
- Requires professional interaction and communication, both within Accenture organization and with client contacts.
- Informed clients of policies and procedures
- Handled and promptly resolved customer complaints to maintain professional relationships
Senior Barista (part time)
Starbucks Coffee
09.2018 - 05.2021
- Continuously provided exceptional customer service by being friendly, knowledgeable, and accommodating to all customers.
- Obtained customer payment promptly and politely.
- Followed bar recipes to deliver consistent drink quality, control costs and maximize guest satisfaction.
- Prepared hot and cold beverages to the highest standard.
- Training workers to begin the barista position, showing the highest standard of work set up by the company.
- Solving daily problems related to customer difficulties and general situations.
Content Manager and Copywriter
Sociable Agency, Chile
08.2016 - 08.2017
- Implemented Marketing Strategy & Marketing Plan.
- The optimization of social media content to maximize brand growth and awareness.
- Worked closely with the sales team, supporting sales activities and new market/product launches.
- SEO content for the optimization of the search on google by potential customers.
- Wrote original copy and edited content for corporate marketing and communications materials.
- Created copy concepts and delivered them to the team, and to the client.
- Revised copy based on internal and client feedback.
- Running campaigns via Facebook and Google AdWords.
- Edited content in HTML.
- Keyword research to develop new content.
Journalist and Community Manager
UCorp Corporate, Chile
03.2015 - 04.2016
- Created integrated social content plans that are custom created for all relevant social media channels.
- Communication, coordination, and management of different institutional projects with different entities as the Ministry of Education of Chile.
- Content distribution, and digital engagement of different e-learning projects to build presence and trust, both online and in-person.
- Customer support through Moodle and social media.
Journalist and Community Manager
Betazeta Network Website, Chile
03.2015 - 04.2016
- Wrote articles, interviews, and reports on topics related to Chilean and European football leagues.
- Responsible for attending different conferences and events to interview important professional football players.
- Recording, organization, and transcription of interviews according to editorial line and veracity of information.
- Enhanced publication''s reputation by consistently delivering high-quality, well-researched articles on various topics
- Edited and proofread articles to achieve peak accuracy and quality
- Generated compelling story ideas by staying current on industry trends and leveraging professional networks
Education
MSc in Digital Marketing -
Dublin Business School
Dublin, Ireland 09.2019 - 05.2020
General English course -
Seda College
Dublin, Ireland 09.2017 - 05.2019
Bachelor of Journalism -
Diego Portales University
Santiago, Chile 03.2010 - 05.2015
Skills
Customer service excellence
Customer Relationship Management (CRM)
Writing and editing
Investigations expertise
Decision-Making
Problem-Solving
Teamwork and Collaboration
Customer Engagement
References
Excellent references available upon request.
Timeline
Customer Support Specialist
Hubspot
12.2021 - Current
Risk & Payments – Commerce Agent
Accenture
05.2021 - 09.2021
MSc in Digital Marketing -
Dublin Business School
09.2019 - 05.2020
Senior Barista (part time)
Starbucks Coffee
09.2018 - 05.2021
General English course -
Seda College
09.2017 - 05.2019
Content Manager and Copywriter
Sociable Agency, Chile
08.2016 - 08.2017
Journalist and Community Manager
UCorp Corporate, Chile
03.2015 - 04.2016
Journalist and Community Manager
Betazeta Network Website, Chile
03.2015 - 04.2016
Bachelor of Journalism -
Diego Portales University
03.2010 - 05.2015