Gloria S.
Mid-Level Customer Service Coordinator
Open to offersNew to PlatformAbout
Gloria Y. is a licensed professional in Business Administration based in Arequipa, Peru. She holds a degree from Universidad Alas Peruanas and a Master's in Marketing and Commercial Management from EAE Business School, Spain. With specialization in Human Resources Management, customer service, and management skills, Gloria has extensive experience in customer service, operations, and administrative areas, along with proficiency in handling CRM systems and SAP. Currently, as an Academic Coordinator at CETEMIN, she has optimized coordination and improved student satisfaction through strategic KPI monitoring. Her previous roles include elevating client experience and operational efficiency at Pacífico Seguros, GEESEBE S.C.R.L, and Patricia's Collection. Gloria has also reduced operational incidents and enhanced logistical processes at Tiendas por Departamento Ripley. Her technical skills extend to Microsoft Office and Google Workspace. She communicates effectively in Spanish and holds an intermediate level in English.
Experience
Academic Coordinator
CETEMIN - Centro Tecnológico Minero · 2025 — PresentCoordinated effectively between instructors, students, and internal departments to minimize operational incidents and streamline academic processes. Monitored academic indicators and satisfaction surveys to enhance student satisfaction. Enforced Safety and Health regulations, achieving zero incidents during academic activities. Managed the requests for materials and supplies, improving response times and preventing stock shortages.Administrator - Customer Service Supervisor
Patricia's Collection · 2023 — 2024Led commercial operations to increase sales through the application of personalized customer service strategies. Developed and executed customer experience strategies, significantly raising satisfaction levels. Established a management and control system for inventory, ensuring accuracy and minimizing operational losses. Supervised teams to enhance staff performance and meet commercial indicators.Customer Service Unit Supervisor
GEESEBE S.C.R.L – SEAL · 2022 — PresentMinimized complaints on virtual platforms by optimizing processes and training the team. Reduced response times to claims by enhancing coordination between technical and operational areas. Led the management of the unit by defining KPIs, operational control, and continuous improvement plans. Prepared regulatory reports for Osinergmin, ensuring compliance with deadlines and regulations.Operations and Customer Service Supervisor
Pacífico Seguros · 2018 — 2021Managed a high-value corporate portfolio, achieving a high renewal rate. Streamlined operational processes to decrease response times through enhanced interdepartmental coordination. Implemented and monitored productivity KPIs to drive continuous improvement and team performance. Ensured compliance with response time requirements and improved procedures, leading to a reduction in incidents and reprocessing.Insurance Operations Executive
Pacífico Seguros · 2014 — 2017Improved processing times for policies by optimizing operational workflows and coordinating effectively across departments. Coordinated the integration of CRM platforms to enhance control and operational efficiency. Managed the issuance, renewal, and administration of policies, ensuring compliance with operational processes. Provided personalized service and support for customer retention.Administrative Coordinator
Tiendas por Departamento Ripley · 2010 — 2014Enhanced logistics processes to improve delivery guide preparation times and maintain performance indicators. Increased customer service levels through improved home delivery management. Restructured the document control system to boost operational efficiency and reduce loss incidents. Ensured adherence to customer service and dispatch indicators, optimizing coordination with clients and carriers.
Skills & Expertise
Education
- Master's Degree in Marketing Management and Business ManagementEAE Business School · 2020 — 2021
- Second Specialty in Human Resource Management and DevelopmentUniversidad Nacional de San Agustín de Arequipa · 2017 — 2018
- Specialization Program in Industrial ManagementUniversidad Católica San Pablo · 2013 — Present
- Bachelor's Degree in Business AdministrationUniversidad Alas Peruanas · 2005 — 2009
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