María Rosa Saa Rea Nogales
Executive Assistant
La Paz
Summary
Proactive Assistant General Manager offers proven skills in strengthening operational procedures, enhancing team productivity and streamlining processes. Adaptable in changing environments with strategic decision-making skills. Performance-oriented and hardworking to create approaches to boost long-term business success.
Overview
17
17
years of professional experience
3
3
Languages
Work History
Tutor
Escuela de Negocios de Barcelona (ENEB.COM)
Madrid - Spain (Remote)
10.2022 - 03.2024
- Review and grade projects, written in English, from students from all over the world.
- Maintained detailed records of student progress, using data to inform future instruction and target areas for improvement.
- Conducted regular evaluations of curriculum materials, making recommendations for updates or revisions as needed to maintain relevance in today''s rapidly changing world.
- Enhanced students'' understanding of subject matter by incorporating real-world examples into lessons.
- Collaborated with fellow tutors to develop effective strategies for addressing diverse student needs and abilities.
Freelance Community Manager
IGEL S.R.L.
La Paz - Bolivia (Remote)
08.2022 - Current
- Created engaging multimedia content, to maintain audience interest and drive engagement levels.
- Collaborated with cross-functional teams to develop integrated marketing campaigns that aligned with business objectives.
- Maintained a comprehensive editorial calendar for all community-related activities, ensuring timely execution of initiatives while balancing resources effectively.
- Analyzed data from various social media channels to identify trends and optimize content strategy for maximum impact.
- Managed multiple social media platforms, ensuring consistent brand messaging and driving consumer interaction.
- Implemented audience segmentation strategies to deliver personalized content experiences tailored to individual member needs and preferences.
Email and Chat Support Customer Representative
Totwoo Jewelry
China (Remote)
03.2022 - 09.2022
- Consistently met or exceeded performance metrics while maintaining a focus on delivering outstanding client care.
- Balanced multiple competing priorities within tight deadlines during peak periods without compromising on attention-to-detail or responsiveness.
- Monitored social media platforms as part of a digital engagement strategy, responding promptly to messages while fostering positive brand sentiment.
- Managed difficult customer interactions calmly and effectively, reducing escalation levels and maintaining company reputation.
- Trained new employees on company policies and procedures, ensuring consistent delivery of high-quality customer support.
- Provided expert product knowledge to customers, enabling them to make informed purchasing decisions.
- Increased repeat business through exceptional service, building trust and loyalty among clients.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
Customer Technical Support Call Center Agent
Solax Power
Australia And UK (Remote)
10.2020 - 10.2021
- Provided support for escalated calls, acting as a liaison between the customer and upper management when necessary.
- Developed expert knowledge of company products and services to provide accurate information to customers.
- Collaborated with team members to share best practices, resulting in improved overall department performance.
- Utilized CRM software to track customer interactions, ensuring timely follow-up on outstanding issues.
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
- Continuously updated personal knowledge of industry trends and company news, staying informed on relevant topics that could impact customers'' experiences or concerns.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Offered technical assistance for customers experiencing difficulties with either installation of inverters or the use of them.
Assistant General Manager
Loki Boutique
La Paz - Bolivia
08.2018 - 03.2020
- Developed strong working relationships with staff, fostering a positive work environment.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Developed and executed strategies to improve guest experience, resulting in positive customer reviews and increased repeat business.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
- Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
Recepcionist
Loki Hostel
La Paz -Bolivia
02.2018 - 10.2018
- Facilitated clear communication between staff members by distributing memos and announcements in a timely manner.
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Collaborated with management to improve internal processes and procedures for better workflow optimization.
- Promoted to Assistant General Manager from new location of the Loki franchise: Loki Boutique.
Social Media Manager
The Dreamer Network Intercambios Culturales Bolivia
La Paz - Bolivia (Remote)
01.2018 - 01.2022
- Managed multiple social media platforms, ensuring a consistent brand voice and message.
- Monitored social media trends and emerging platforms, adopting new strategies to stay ahead of the competition.
- Optimized posting schedules based on platform-specific analytics to maximize content visibility.
- Developed targeted advertising campaigns, driving website traffic and generating leads.
Producer
Celeste Estudio Creativo
La Paz - Bolivia
05.2017 - 07.2017
- Produce IV version of Latin American Workshop of Stop Motion in La Paz, Bolivia.
- Conducted thorough pre-production planning sessions, ensuring all stakeholders were aligned on project objectives and timelines.
- Managed budgets and allocated resources effectively, ensuring projects were completed on time and within budget constraints.
- Negotiated contracts with vendors, securing favorable terms that contributed to the overall success of each project.
- Coordinated logistics, schedules, and talent management for smooth production flow and optimal results.
- Ensured compliance with industry regulations, legal requirements, safety protocols during all stages of production.
- Cultivated a network of reliable freelancers who contributed their expertise as needed across multiple projects.
- Coordinated with vendors to obtain supplies needed for shoots at best value for money.
- Facilitated communication between production staff and other departments to synchronize work.
Assistant Manager Marketing
The Dreamer Network Intercambios Culturales Bolivia
La Paaz - Bolivia
02.2016 - 12.2016
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Generated repeat business through exceptional customer service.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
Counter – Backup staff
LATAM AIRLINES
La Paz - Bolivia
1 2015 - 2 2015
- Check in to passengers at El Alto International Airport for international flights.
- Crosstrained in other departments as needed, demonstrating adaptability and commitment to the success of the store team.
- Provided expert product knowledge to assist customers in making informed decisions about their purchases.
- Handled customer complaints professionally, resolving issues promptly and maintaining customer loyalty.
- Maintained a clean and organized counter area, ensuring a pleasant environment for customers.
Assistant producer
Makina Films and Active TV
La Paz - Bolivia
01.2014 - 02.2014
- Episodes filmed in La Paz of the TV show The Amazing Race Israel version
- Played a key role in location scouting efforts, identifying ideal shooting sites that met creative vision requirements while adhering to budget constraints.
- Facilitated pre-production meetings ensuring a cohesive understanding of project expectations.
- Assisted in budget management, tracking expenses to reduce overall costs without sacrificing production value.
- Collaborated with producers and directors to create visually appealing graphics packages for on-air use.
- Identified and approved equipment and elements required for productions.
Counter – Supervisor Baggage Department
LATAM Airlines
La Paz - Bolivia
10.2010 - 02.2014
- Check in to passengers at El Alto International Airport for international flights.
- Crosstrained in other departments as needed, demonstrating adaptability and commitment to the success of the store team.
- Provided expert product knowledge to assist customers in making informed decisions about their purchases.
- Handled customer complaints professionally, resolving issues promptly and maintaining customer loyalty.
- Maintained a clean and organized counter area, ensuring a pleasant environment for customers.
- Coached team members to deliver exceptional customer service, leading to repeat business and positive reviews.
- Responsible for the lost baggage department (create cases, follow up, resolution)
- Responsible of training for new and old staff at the lost and found baggage department.
Customer Service Call Center Representative
Tracfone/Net10
La Paz -Bolivia
01.2007 - 12.2007
- Supported customers having problems with cell phones.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
- Managed a high volume of calls efficiently by organizing workload effectively and multitasking when necessary.
Education
Marketing And Publicity
Universidad De Aquino Bolivia - UDABOL
La Paz - Bolivia02.2026
Digital Marketing
Escuela De Marketing EDEM
Mexico D.F. - Mexico11.2023
Skills
Customer Service Excellence
Conflict Resolution
Operations Management
Team Leadership and expertise
Customer Relationship Management (CRM - Zoho, Moodle)
Employee Relations
Training and development background
Digital Marketing - SEO
Staff Management
Google Drive
Other Studies
2018, Mensch B1.2, Goethe Institut
Conferences Seminars Courses
- 2010, Hazardous Materials Course, Escuela LAN La Paz - Bolivia
- 2010, How to use credentials SABSA, La Paz - Bolivia
- 2010, PREVAC and AVSEC Course, Escuela LAN La Paz - Bolivia
- 2011, How to handle conflictive customers, Lima - Perú
- 2011, ODECO Course, Asociación Líneas Aéreas
- 2011, Culture of Service Revalidation, Lima - Perú
- 2011, Baggage Course I, Escuela LAN Lima - Perú
- 2012, Emergency Plan Course, Escuela LAN La Paz - Bolivia
- 2012, Course Host for Agents Passenger Service, Escuela LAN Lima
- 2012, Documents Course, Escuela LAN - La Paz - Bolivia
- 2012, Worldwide Baggage Reunion, Santiago - Chile
- 2013, Worldwide Baggage Reunion, Lima - Perú
- 2013, LAN Security Course, E learning LAN
- 2014, AVSEC Course, Escuela LAN La Paz Bolivia
- 2014, Course Airport Resource Management Human Factors, Escuela LAN La Paz Bolivia
- 2016, Introduction to the Music Business, Berklee College of Music (Online course)
Identity Card
4794911 L.P.
Personal Information
- Age: 37 years
- Date of Birth: 10/16/86
- Marital Status: Single
Timeline
Tutor
Escuela de Negocios de Barcelona (ENEB.COM)
10.2022 - 03.2024
Freelance Community Manager
IGEL S.R.L.
08.2022 - Current
Email and Chat Support Customer Representative
Totwoo Jewelry
03.2022 - 09.2022
Customer Technical Support Call Center Agent
Solax Power
10.2020 - 10.2021
Assistant General Manager
Loki Boutique
08.2018 - 03.2020
Recepcionist
Loki Hostel
02.2018 - 10.2018
Social Media Manager
The Dreamer Network Intercambios Culturales Bolivia
01.2018 - 01.2022
Producer
Celeste Estudio Creativo
05.2017 - 07.2017
Assistant Manager Marketing
The Dreamer Network Intercambios Culturales Bolivia
02.2016 - 12.2016
Assistant producer
Makina Films and Active TV
01.2014 - 02.2014
Counter – Supervisor Baggage Department
LATAM Airlines
10.2010 - 02.2014
Customer Service Call Center Representative
Tracfone/Net10
01.2007 - 12.2007
Counter – Backup staff
LATAM AIRLINES
1 2015 - 2 2015
Marketing And Publicity
Universidad De Aquino Bolivia - UDABOL
Digital Marketing
Escuela De Marketing EDEM