Marketing Manager

• Jan 2023 - Present

Team Lead Finance Customer Support

• Mar 2022 - Jan 2023

Creation of the Customer Support team of Cazoo Spain: - Integration of the SWIPCAR <> Cazoo team: Training of systems, skills, values and work method. - Establish internal work processes: Adaptation and development of the processes implemented in UK and creation of new flows for the Spanish market. - Building of the client communication handbooks and guides for the team. Building the Finance Customer Support Team: - Creation and implementation of the flow management of vehicle transfer between customer, Cazoo, legal consultancy and DGT. - Creation of the financing flow with focus on customer experience together with Santander Consumer Finance. - SLA resolution and control of the daily operations of the financing process together with the KAM of Santander Consumer Finance. Management Customer Support Team - KPI control, definition of objectives, analysis and optimization of the results obtained, - Training of the team in customer support and soft sales. - Dashboard creation and analysis in Salesforce and Amazon Connect. Reporting and working with other teams - Daily/weekly/monthly reporting to Head of CS, error detection and efficiency proposals. - Weekly meeting with Head of consumer finance to optimise finance flow and stimulate orders. - Optimisation of flows with the CX team with client focus. - Daily coordination with the logistics and operations team. - CRM flow efficiency with the CRM team. - Detection of needs and creation of content together with the training and coaching team. - Transversal communication with the CS Germany and France teams to establish improvements in the CS team. Show less

Back Office Manager

• Sep 2020 - Mar 2022

- Control of supplier SLAs and management of compliance with them. - Back Office Team management (6 people): KPI control, analysis of the results obtained, objective setting, training and coaching. - Optimisation of documentation analysis flow, risk analysis and GDPR management. - CRM: Creation of templates and streamlining of customer communication flow.- Analysis of financial documentation, detection of future defaults and control of financial risk by supplier.

Intern Back Office Team | Operations

• Feb 2020 - Sep 2020

- Documentation management and financial risk analysis. - Supplier SLA analysis- Control and management of GDPR compliance between customers, company and suppliers.- Customer Support agent: Sales and customer experience- Customer Care agent: Management and resolution of customer incidents.