Johanna Figueiras

Johanna Figueiras Santo Domingo, Distrito Nacional, Dominican Republic-- linkedin.com/in/johannafigueiras Summary “Concentrate all your thoughts upon the work in hand. The sun's rays do not burn until brought to a focus. '' Alexander Graham Bell More than 6 years of experience as an Executive Virtual Assistant and Customer Service Manager. Experienced Social Media Consultant with a demonstrated history of working in the online media industry. Skilled in LinkedIn, Facebook, Instagram, Blog Writing, Editing, Search Engine Optimization (SEO), Content Management, and Email Marketing. I am a hard-working, passionate professional with a flair for all creative things. My strategic background, copywriting and design skills and real-world experience in content management, social media, and digital strategy make me a well-rounded candidate. I have a great deal of work experience in the following roles: - Administrative Support - Executive Assistant - General Administration - Social Media Management - Live Chat Operator - Email Management - Customer Service - Data Entry - NopCommerce - Research - Scheduling - Lead Generation - Project Management - WordPress - E-commerce Management - Product Listing - Digital Marketing - Content Creation - Video and Photo Editing - Copywriting - Transcription Questions? Let's connect! Experience Executive Assistant / Head of Customer Service Johanna Figueiras - page 1 Do You Bake? Nov 2018 - Present (4 years +) As CEO Virtual Assistant: ✔NopCommerce knowledge ✔Maintaining appointment schedules and calendars. ✔Planning and scheduling meetings, conferences, and travel. ✔Making travel arrangements including flight and hotel bookings. ✔Maximizing the executive’s time by reading, researching, and routing correspondence; drafting letters and documents; collecting and analyzing information; initiating phone calls on their behalf. ✔Email management. ✔Managing expenses. ✔Conducting research on various topics. ✔Providing customer/supplier support. ✔Other executive admin responsibilities as needed. As Head of Customer Service: ✔Direct and manage all activities relating to the delivery of effective customer service ✔Liaise with other department heads across the organization ✔Implement and maintain effective methods for gathering customer satisfaction data ✔Develop plans and targets for the customer service team ✔Delegate tasks to team leaders to ensure the smooth running of the department ✔Analyze and interpret data relating to customer service effectiveness ✔Manage and maintain long-lasting relationships with customers and clients ✔Support other departments with customer-service-related issues ✔Organize training and facilitate the development of the customer service team ✔Assist with recruitment and appraisals of new and existing team members Transcriptionist / Translator 2010 - Present (12 years 10 months +) Many years of experience as a transcriptionist in Spanish and English (audio to text, text to text, video to text) of high quality and speed. Text translation Spanish/English and English/Spanish. I have worked with different organizations such as OXFAM, AECID, FLASCO, UNIBE, CE MUJER, MUDHA, PROFAMILIA, Participación Ciudadana, among others. Field Investigator 2010 - Present (12 years 10 months +) Many years of experiences as a field researcher using qualitative methods of study, conducting focus groups and in-depth interviews. I have worked with different organizations such as OXFAM, AECID, FLASCO, UNIBE, CE MUJER, MUDHA, PROFAMILIA, Participación Ciudadana, among other. Data Analyst 2010 - Present (12 years 10 months +) Johanna Figueiras - page 2 Quantitative methods of study, data processing, pollsters. Use of programs for the processing of statistical data such as Survey Monkey, Google Forms, Excel. I have worked with different organizations such as OXFAM, AECID, FLASCO, PROFAMILIA y Participación Ciudadana. CEO & Founder | Copywriter | Social Media Manager Green Forest Studio Jan 2017 - Oct 2021 (4 years 10 months) Green Forest Studio is a digital agency. We offer social media management services, search engine optimization services and website design and development services for small and medium companies. If you are looking for a solution for your social networks or a website for your business, Green Forest Studio offers the perfect solution for you. We create and manage media campaigns for businesses and manage social networks such as Twitter, Facebook, LinkedIn and Instagram in your name. Our main priority is to implement the right strategy of social networks for your business to help you achieve your goals. Copywriter and Media Developer Call Center Pros Jul 2018 - Dec 2018 (6 months) • Authoring content for the blog of the company • Authoring content for featured online stories, and press releases • Writing copy for print and online ads • Analyzing performance data from social platforms, email campaigns, and advertisements • Designing and distributing email campaigns and newsletters • Managing and creating content for the social media channels • Managing the social calendar and planning ahead based on the needs of the company • Monitoring and engaging with the audience through comments, likes and direct messages • Creation of video content for social media and social media ads • Lead magnets copywriting In this role, I worked with the Department of Marketing and managed the social media channels for the company—focusing mainly on LinkedIn and Facebook. I planned ahead and scheduled posts in a social calendar, taking into consideration the content and messaging I use with each different channel and target audience. I consistently engaged with the audience by staying current with all of the likes, comments, and direct messages. CEO Executive Assistant / Head of Customer Service / Social Media Manager Do You Bake? 2014 - 2018 (5 years) As CEO Virtual Assistant: ✔NopCommerce knowledge ✔Maintaining appointment schedules and calendars. Johanna Figueiras - page 3 ✔Planning and scheduling meetings, conferences, and travel. ✔Making travel arrangements including flight and hotel bookings. ✔Maximizing the executive’s time by reading, researching, and routing correspondence; drafting letters and documents; collecting and analyzing information; initiating phone calls on their behalf. ✔Email management. ✔Managing expenses. ✔Conducting research on various topics. ✔Providing customer/supplier support. ✔Other executive admin responsibilities as needed. As Head of Customer Service: ✔Direct and manage all activities relating to the delivery of effective customer service ✔Liaise with other department heads across the organization ✔Implement and maintain effective methods for gathering customer satisfaction data ✔Develop plans and targets for the customer service team ✔Delegate tasks to team leaders to ensure the smooth running of the department ✔Analyze and interpret data relating to customer service effectiveness ✔Manage and maintain long-lasting relationships with customers and clients ✔Support other departments with customer-service-related issues ✔Organize training and facilitate the development of the customer service team ✔Assist with recruitment and appraisals of new and existing team members As Social Media Manager: ✔ Management of social networks of the company (Facebook, Instagram). ✔ Facebook groups administrator. ✔ Worked on Google Ad words Text and Display campaigns. ✔ Content creation for social networks, company's Training Center and blog. ✔ Blog's SEO Optimization. ✔ Social Media Promotion in targeted countries. ✔ Email Marketing. ✔ Content Marketing. Sales Manager Wines & Spirits Boutique Aug 2011 - 2016 (5 years 5 months) Personnel management, sales, customer service, inventory control, wine's cave management, handling of cash, ensure the good development of the store, suggest new purchases, image and organization of the store, management of the program of sales, among others. Administrative Manager Basmati Cocina Gourmet 2014 - 2015 (2 years) Staff management: chefs, cashiers, etc. Carry financial control of the business: expected and extraordinary expenses, payments to employees and suppliers, tax settlement, cashier supervision, etc. Collaborate and contribute ideas on advertising and marketing. Manage restaurant documentation: invoices, permits, inspections, etc. Johanna Figueiras - page 4 Propose operational, logistical and functional improvements for the fulfillment of its objectives. Manager Axxessori 2006 - 2009 (4 years) Personnel management, inventories, handling of petty cash and return cash, image and organization of the store, decoration, reception of merchandise, orders, warehouse, among others. As part of my work, I learned about the management of the sales programs used, the transfer and merchandise entry programs, and the management of conflicts and complaints. Banking Services Department Assistant Datacredito 2005 - 2006 (2 years) Organization of meetings and appointments, advice to clients of different commercial banks, visits to commercial banks in order to train users in the use of the company's system, creation of accounts for users, organization of paperwork and archives electronic, writing memos and letters. In addition, sometimes as an assistant to the Corporate Vice President of the company, use of computers under the Windows platform, as well as Microsoft Office programs, programs used especially by the company. Manager Axxessori 2001 - 2005 (5 years) Personnel management, inventories, handling of petty cash and return cash, image and organization of the store, decoration, reception of merchandise, orders, warehouse, among others. As part of my work, I learned about the management of the sales programs used, the transfer and merchandise entry programs, and the management of conflicts and complaints. Education Udemy Academy The Complete Digital Marketing Course, Marketing/Marketing Management, General 2018 - Present SEO, YouTube Marketing, Facebook Marketing, Google Adwords, Google Analytics and much much more. Udemy Academy SEO Tutorial for Beginners, Marketing/Marketing Management, General SEO tutorial for business owners, web designers, marketers and anyone looking to broaden their horizons with this highly paid online skill. Three Pillars of Powerful SEO: Keyword Research: How to find keywords that attract visitors who want to buy On Page Optimisation: How to increase your site visibility in the search engines Off-page optimization: How to build authority on your site using links so Google knows you have the best content for its users. Johanna Figueiras - page 5 Getting to the top of the search results is the goal of search engine optimization because the higher you appear in the search results, the more free traffic you'll get which means more sales, and more money. Udemy Academy Social Media Manager, Social Media Management Social media platforms, the creation of awesome content for clients, drive sales through social media, efficient ways to grow social media accounts and win followers, get clients without harassing hundreds of people. Udemy Academy Networking 2017 - Present A complete course with a practical approach based on experience and professional day-to-day to help enter the art of networking with a good footing and support to improve the ability to connect with other people and create your contact networks. The objective of this course was to develop your relational intelligence, something that is essential to succeed on a personal and professional level. STEP BY STEP concrete techniques aimed at achieving more and better relationships and create a network of contacts easily and productively. Crehana Branding for Social Media, Digital Marketing 2017 - Present - Establish objectives and define a target audience. - Specific characteristics of each Social Network. - Marketing strategies - Channel selection. - Key points in creating profiles - Content management. - Coherence and cohesion - Statistic analysis Crehana Basic Techniques of Community Management, Digital Marketing 2017 - Present - Role of the Community Manager in organizations. - Professional profile and skills a Community Manager should have. - Opportunities presented by Community Management for the improvement of businesses/ organizations. - Raise a content scheme for brands in Social Networks. - The bases to define the ecosystem or mix of social media suitable for a brand. Johanna Figueiras - page 6 - Recognize the importance of measuring and controlling results in the work of the Community Manager. Crehana Digital Marketing on Facebook: Grow your business, Digital Marketing 2018 - Present - Basic principles of Digital Marketing. - Definition of the Target or Value Segment. - Definition of goals and objectives in Facebook. - Creation of Digital Content strategies. - Creation of ads on Facebook. - Basic Metrics of Social Networks. Escuela de Sommeliers del Caribe Sommelier, Wine Steward/Sommelier 2012 - 2012 The word, of French origin, names people who are specialized in tasting wines. The sommellerie is an art. It requires a great knowledge: combine food with wine (marriage), knowledge about crops, type of grapes, aging, wine producing houses, wineries and cellars in addition to the global winemaking geography.They must have a highly developed sense of smell and taste. Understand the true nature of the vineyards. The role of the sommelier is to analyze wines from the perspective of the consumer. Instituto Tecnológico de Santo Domingo Doctor of Medicine (M.D.), Medicine 1996 - 2002 Harvard Business School Online Communicating Customer Value, Empresa, gestión, marketing y disciplinas afines Harvard Business School Online Understanding Customer Needs, Empresa, gestión, marketing y disciplinas afines Licenses & Certifications WSET 1 -Level 1 Award in Wines - Wine & Spirit Education Trust of London WSET 2 -Level 2 Award in Wines and Spirits - Wine & Spirit Education Trust of London EFSET English Certificate 65/100 (C1 Advanced) - EF Standard English Test (EF SET) Johanna Figueiras - page 7 How to Stand Out Remotely - LinkedIn Organizing Your Remote Office for Maximum Productivity - LinkedIn Writing Emails People Want to Read - LinkedIn How to Be More Authentic and Creative on Video - LinkedIn Skills Copywriting • Satisfacción del cliente • Planificación y agenda • Administración logística • Servicio de atención al cliente • Redes sociales • Executive Administrative Assistance • Customer Relationship Management (CRM) • nopCommerce • Administrative Assistance Johanna Figueiras - page 8