Venezuela

Customer Experience (CX)

Customer Success Management

Project Management

Content Creation

IESA

Universidad Central de Venezuela

Universidad Católica Andrés Bello

Sofia Mendoza Guzmán

Account Director

Social media marketing

Public Speaking

Communication

Collaboration

Problem-solving

Time management

Empathy

Team player

Organisation skills

Customer service

Conflict resolution

Leadership

Project management

Brand positioning

Brand strategy

LinkedIn writing

Airtable

Asana

Canva

Introduce yourself, define mentoring expectations and goals. Learn and grow together.

General mentorship

Making remote and globally distributed teams work for you and your needs.

Working remotely

Learn essential burnout prevention techniques and replenish physical and emotional energy.

Managing burnout

Talk to people who have learned to manage their imposter syndrome.

Dealing with imposter syndrome

Learn the tips to successfully manage a team in a remote environment.

Managing a remote team

Manage team expectations and get the most out of your meetings.

Running effective meetings

Identify and define potential product problems and generating possible solutions.

Identifying problems vs solutions

How to work with team members with different skill sets but towards a common goal?

Working cross-functionally

Ways to provide constructive feedback to team members.

Giving effective feedback

Portafolio: Buchanan’s, Johnnie Walker, Don Julio Tequila, Tanqueray, Smirnoff, Ron Pampero y Ron Cacique

- Liderar y supervisar al departamento de Cuentas y al equipo 360 de Diageo completo.
- Liderar proyectos especiales relacionados con las marcas del portafolio u ocasiones.
- Asegurar el cumplimiento de los objetivos del portafolio.
- Velar y mantener las relaciones con los clientes, asegurando su satisfacción a través de los resultados de las estrategias, cumplimiento de objetivos y entregables.
- Supervisar el status y planificación general de cada proyecto.
- Asegurar la eficacia de cada integrante del departamento de Cuentas.
- Liderar la planificación estratégica de proyectos de Trade Marketing

Reconocimientos:
 
- Equipo del año 2023
- Reconocimiento a la excelencia 2023

In less than a year, I was promoted to level 2 within the company's growth path.

As CPM, I have led different creative projects for international brands such as: HarperCollins USA (HarperKids, The Shelf-Stuff, Epic Reads), Harlequin Trade Publishing (HarperCollins Canada Branch), Wikimedia Foundation (Wikipedia Host), Westpaw, Kelloggs Corporate, among others.

- I am responsible for excellent account and project management.
- I lead meetings strategically to obtain insights that help us manage our clients' brands more effectively.
- I advise my clients on the best way to meet their brands' objectives.
- I collaborate in the strategic and creative development of proposals for our clients.
- I lead the internal creative team along with the creative leader of each brand.
- I use AI tools to optimize processes related to account management.
- Development of upselling strategies to increase the profitability of my accounts.
- I identified key needs that allows us to increase the value of the service provided to the customer.
- I trained Jr CPM's from my team when they joined Superside so that they understand everything related to the position from a strategic and operational approach.

Trusted by over 450 brands, Superside is the #1 subscription-based creative service designed for marketers and creatives. By combining the top 1% of creative talent from around the world with design operations technology, Superside helps companies grow faster.

Currently, as CPM, I lead different creative projects for brands under my responsibility (HarperCollins USA, Harlequin Trade Publishing - Subdivision of HarperCollins Canada, among others). Some of my responsibilities are:

- Be a reliable partner to my customers, by properly translating their needs into high-quality briefs for our creative team and delivering consistent high-quality projects in a timely manner.
- Confidently manage customer communications (written & calls) and expectations.
- Plan and manage the complete project process in different work categories: Social Media, Web design, Print design, Motion design, Branding, and Presentation design, among others.
- Consistently run customer and industry research to build growth and success strategies.
- Research, create and present creative strategies and trend analysis for our customers.
- Resolve unexpected project situations.
- Lead the account growth/development.
- Efficiently collaborate with team members on projects and accounts to achieve proper work-life balance
- Quickly adapt to changes in procedures and new product categories offered by Superside
- Managed more than 300 hours per month on projects related to the publishing industry, real estate industry, mental health industry, and technology industry.

For a temporary two and a half months period, in addition to my daily duties with Pepsi Venezuela, I was assigned the coordination of the following accounts:

- Diageo: Johnnie Walker, Buchanan's, Ron Pampero, Tanqueray, B&W, Bailey's, Ron Cacique.
- P.A.N Venezuela and PFBS.
- PepsiCo Corporate.
- PepsiCo Snacks: Doritos, Cheetos, Pepito, Natuchips, Cheese Tris, De todito.
- Gama (national supermarket chain).
- Nestle DG.
- Ama de Casa (furniture and lingerie store).

- Assist and guide the Account Executive's of my assigned brands.
- Ensure every project meets customer expectations.
- Coordinate available agency resources to successfully execute client projects.
- Actively participate in regular status meetings to ensure projects and teams are on track.
- Identify risks, issues, or conflicts and offer solutions to guarantee health and performance for each project.

Brand: Pepsi Venezuela

I'm responsible for the development and execution of the different campaigns and digital initiatives of the brand. Some of my responsabilities are:

- Being in charge of the planning process for the multiple digital projects of the brand simultaneously, prioritizing each one according to Pepsi's needs.
- Advise the client in the management of their communication at a digital level.
- Assure all assets created meet the quality standards and are aligned with the client’s brand and budget.
- Break down the requirements of each project.
- Organize and manage the production processes from start to finish, including time estimates, budgets, brief process, among others.
- Provide personalized attention and maintaining a good relationship with clients.
- Review content strategies and KPI's for every campaign to ensure their alignment with the brand and customer expectations.
- Assignment of tasks, supervision and monitoring of the development and execution of the brand's digital projects through Asana.
- Optimization of internal processes.

I supported the Strategic Communication Department in the areas of Internal Communication and External Communication. I was co-responsible for the internal communication of 13 countries.

- Project and customer deliveries management.
- Give advice to officials on how to carry out internal campaigns and events.
- CAF staff training on the use of internal digital platforms (Sharepoint 2007 and 2013).
- Design of graphic pieces for campaigns and internal events (Ai and Ps).
- Provide support to CAF areas in the development of new internal public sites in Sharepoint 2013.
- Support the development of internal and external communication strategies.
- Presentation of proposals to internal clients.
- Communication with media agencies and designers.
- Work with the editorial management, external information management and digital management areas to define digital strategies for the dissemination of owned content, establish KPIs, formats, among others.
- Writing, editing and uploading news to the CAF Intranet (Sharepoint 2013).
- SEO optimization of content for the web: www.caf.com
- Call and monitoring of media in Venezuela and Chile.
- Writing posts for CAF's social networks.
- Photographic coverage of internal events. 

Achievements:
- Autonomous management of 50% of the internal client portfolio as an intern.
- Led the development of more than 5 internal public sites simultaneously within the CAF Intranet (Sharepoint 2013).
- Successful training of more than 10 employees in the use of internal digital platforms (Sharepoint 2007 and 2013).

Clients: Alfonzo Rivas, Hortensia Orsini (Instituto de Protocolo y Etiqueta de Caracas), Club Hebraica, Scrapbook Venezuela, among others.

While assisting the General Coordination, I managed the external communications of the Cultural Park and was responsible for the organization of multiple corporate and cultural events, being the bridge between the park and corporate clients. I performed tasks such as:

- Coordinated meetings and conference calls related to events with potential clients.
- Developed and presented event proposals to potential clients.
- Created briefs for each event.
- Designed the digital marketing strategy, achieving an attendance upgrade by 80% for the cultural park events.
- Ensured consistency of brand voice, style and tone across all content.
- Identified areas of improvement within the past social media setup & processes.
- Created organic social media content strategies and KPIs.
- Updated and optimized the park's website www.haciendalatrinidad.org (Wordpress).
- Budget control and negotiation with stakeholders.
- Developed and maintained relationships with clients at appropriate levels through regular contact.
- Staff supervision during events.
- Created and managed client database.
- Assisted the coordination and production of artistic exhibitions.
- Successfully managed schedules and itineraries, event menu, briefing information, and speaking materials.
- Organized and maintained records and reports about the outcomes of events, including attendance, testimonials, feedbacks for further usage to improve the processes around cultural park events.

My time at Hacienda La Trinidad ended because my work schedule conflicted with my university class schedule after I enrolled for my ninth semester.

Under the university program of Work Scholarship, I performed as a Social Media Manager for the Cultural Center of the UCAB.

- Developed and execute social media content strategy.
- Identified areas of improvement within the past social media setup & processes.
- Analyzed all social media channels engagement and established KPIs to evaluate content performance.
- Managed the editorial calendar to ensure deadlines are met.
- Generated engaging content for Facebook, Instagram and Twitter.
- Ensured consistency of brand voice, style and tone across all content.
- Event coverage live on Twitter.

- Oversaw the events calendar of the Cultural Center.
- Prepared, handled and supervised materials and equipment necessary for each event.
- Managed guestlist data base.
- Supported the development of online and offline campaigns for the event.

Coordination of recreational activities for children and teenagers.

Sofia Mendoza Guzmán🇻🇪

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