Oriana Ventura
General Manager at InStore Latina- Claim this Profile
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Spanish Native or bilingual proficiency
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English Full professional proficiency
Topline Score
Bio
Credentials
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Certified Customer Service Culture Specialist
Service Quality Institute, EUAJun, 2010- Oct, 2024
Experience
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InStore Latina
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Panama
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Design Services
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1 - 100 Employee
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General Manager
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Jul 2018 - Present
-Increases management's effectiveness by recruiting, selecting, orienting, training, coaching, counseling, and disciplining managers; communicating values, strategies, and objectives; assigning accountabilities; planning, monitoring, and appraising job results; developing incentives; developing a climate for offering information and opinions; providing educational opportunities. -Develops strategic plan by studying technological and financial opportunities; presenting assumptions; recommending objectives. - Accomplishes subsidiary objectives by establishing plans, budgets, and results measurements; allocating resources; reviewing progress; making mid-course corrections. - Coordinates efforts by establishing procurement, production, marketing, field, and technical services policies and practices; coordinating actions with corporate staff. - Builds company image by collaborating with customers, government, community organizations, and employees; enforcing ethical business practices. - Maintains quality service by establishing and enforcing organization standards. - Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies. - Contributes to team effort by accomplishing related results as needed. Show less
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AMCHAMDR
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Dominican Republic
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Non-profit Organizations
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1 - 100 Employee
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Services Manager
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Mar 2016 - Aug 2017
1. Prepare the annual work plan for the area by defining the objective and service delivery partners and companies in general , to contribute to economic and professional development of partner . 2. Target the sectors of interest to the institution, in order to increase membership campaigns. 3. Provide information on foreign trade partners and stakeholders , from both home and abroad, by managing buyer-seller listings , information on international trade , foreign trade statistics , information on the business climate in DR and EEUU. 4. Organize trade missions and participation in trade fairs partners , through budgeting income and expenses , informational brochures, schedule coordination , among others, in order to promote trade between the DR and EE.UU. 5. Oversee compliance with the work plan and budget of each Provincial Office. 6. Ensure maintenance of the database for the membership of the institution. 7. Maintain relationships with government institutions in order to establish strategic partnerships to provide better services to members as well as with the US Embassy and other AMCHAM 'S Latin America , for internal information exchange and to offer private partners . 8. Coordinated the Committees asigned to contribute to the development of its work plan according to the mission of AMCHAMDR. 9. Develop weekly and monthly reports on implementation of the general area in order to present to the Executive Vice President . Show less
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Customer Relationship Manager
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May 2012 - Mar 2015
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; • Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications. • Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. • Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems. • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. • Accomplishes information systems and organization mission by completing related results as needed. • Sustain and maintain customer service platform, procedures and strategies for the area and the co-dependent centers country wide. • Coordinate all customer impact campaigns, plan and implement sustainability tools that guarantee achievement and target hits. • Determine service level indicators, index, ratings and methods to measure and ascertain satisfaction point of both external and internal customer. • Ensured Customer Service official had the necessary tools to guarantee customer satisfaction. • Supply preventive and reactive solutions to all the customer needs. Show less
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Customer service specialist
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Dec 2009 - Apr 2012
• Built customer service platform, determined structure, procedures and strategies for the department and the co-dependent centers country wide. • Determine politics, and results oriented goals for each market segment that interact with Jurisdicción Inmobiliaria. • Coordinate and established control points, on all the activities that are indentified as High Impact on customers; among the three organisms that conform JI: Registro de Títulos, Mensuras Catastrales y Tribunal de Tierras. • Coordinate and guarantee service support; as well, supervised the entire customer service platform implementation country wide and in between the organisms. • Engaged in and supervised the entire work flow process to assure its continuous improvement, with the objective of providing top quality customer service. • Coordinate all customer impact campaigns, plan and implement sustainability tools that guarantee achievement and target hits. • Determine service level indicators, index, ratings and methods to measure and ascertain satisfaction point of both external and internal customer. • Ensured Customer Service official had the necessary tools to guarantee customer satisfaction. • Supply preventive and reactive solutions to all the customer needs. Show less
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Avery Dennison
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United States
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Packaging and Containers Manufacturing
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700 & Above Employee
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Global Product Development Coordinator
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Jun 2007 - Mar 2009
Coordinate complete and consistent information flow for new item/program and global product changes from sales force/customer/global coordinator to process owners for Avery Dennison Corporation.Ensure timely delivery of pricing and proofs to sales and/or customers.Coordinate efficient flow of production artwork to manufacturing units.Collect global prices -- calculate pricing for manufacturing locations as needed. Perform global margin analysis when needed by management. Calculate global pricing responsibilities as tools are developed.Coordinate timely and consistent availability of key materials/samples/proofs/formats/data integrity tests/ink draw downs for manufacturing units. Show less
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Customer Service Manager
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Jan 2006 - May 2007
Guaranteed the alignment of the Customer Service Department with organizational goals, sales, and operational objectives. Ensured Customer Service Representatives had the necessary tools to guarantee customer satisfaction. Engaged in and supervised the entire work flow process to assure its continuous improvement, with the objective of providing top quality customer service.Built and maintained strong relationships with internal and external customers.Provide and encourage effective communication to obtain the most accurate information and minimize the risks for delays. Supply preventive and reactive solutions to all the customer needs. Show less
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Customer Service Representative
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May 2004 - Dec 2005
Coordinated seamless transactions for customer's from order entry to shipment.Worked directly with customers and production group to ensure clear communication.Contributed in the logistics of the entire production process.Organized and maintained accurate customer and item records.
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Customer Service Team Leader
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Aug 2003 - Apr 2004
Development and Prepress Provided the required tools to ensure a proper flow of communication between the production plant and the customer needs. Kept records and implemented the methods that assure the precision in the information given. Development and Prepress Provided the required tools to ensure a proper flow of communication between the production plant and the customer needs. Kept records and implemented the methods that assure the precision in the information given.
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Education
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2017 - 2018
Barna Business School
Master of Business Administration - MBA, Master -
1998 - 2003
Pontificia Universidad Católica Madre y Maestra
Bachelor of Applied Science (B.A.Sc.), Industrial Engineering -
sagrado corazon de jesus
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