Network Deployment Project Coordinator

• Oct 2019 - Present

• Management and collaboration in IP Network Deployment projects • Report and support in budget control • Follow-up on the evolution of corporate tools • Support in the evolution of projects through contact with the related groups and the recording of activities in the Telxius tools through schedules and maintaining the established times as the objective • Detection of delays, and management in the escalation process • Review and update of documentation • Support with local suppliers in reviewing quotes and coordination of activities

Account and Billing Manager

• Oct 2018 - Oct 2019

• Supporting Account Managers and Sales Team to investigate, prevent and resolve account and billing issues: account creation and updates, payment status, billing report, Insertion Orders, account On hold, Credit and Rebill, VAT charges. • Dealing with customers to update information in SAP and Bing ads: company name, legal address, VAT ID, purchase orders, AP contacts, account and billing settings and payment method for advertiser and agencies. • Providing full investigation and suggesting some alternatives to resolve the cases keeping the SLA over 80%. • Coordinating with Account and Sales Manager about Credit request by checking that all the approval and documentation are in place to process the adjustments or refunds. • Collaborating closely with other internal teams to solve account and billing issues and ensure the client a positive experience keeping the survey SAT at 100%. • Working with AdOps team on legal request, contract and pay out management. • Collaborating with Credit Risk Team, Collections Team and Tax team to gather information about account status or outstanding payments. • Dealing with Bing Ads’s billing engineering team regarding billing system for existing and new features. • Pulling ad-hoc reports about accounts, campaigns, ads and payment status. • Using daily UCM and UCM-A as ticket system, Bing Ads, Microsoft Office pack: Word, Excel, PorwerPoint, OneNote, SAP, CMAT, Outlook and Share points.

Incident Lifecycle Manager

• Mar 2018 - Oct 2018

• Complete ILC report on a daily basis exporting the data from specific systems• Handle bouncing tickets reassigned over 3 times and/or opened over 10 days ago• Monitor the management systems for incidents that are Unassigned, No activities & Reaching SLA threshold• Implement and provide training for new case procedure, new starters and re-fresh trainings• Attended client meetings• Manage open case volume trying to be under 100 cases• Provide reports on open case status and assist the agents who have tickets not updated over a day• Ensure Quality standards, checking the cases and reassigning • Complaints Management – Daily updating of tracker and reporting• Provide feedback to Team Leaders and ODM on any areas of improvement• Responsible of tickets received via WEB system, monitoring and reporting them to keep the SLA over 90%

Back up Coach

• Aug 2017 - Mar 2018

Technical Support Analyst

• Dec 2016 - Mar 2018

• Analyzing technical and operational issues reporting by users in a B2B sector• Spanish and English support• Troubleshooting of systems including software, hardware, operating systems, database and driver packages• Assisting users which report issues on different devices: PC, laptop, mobile phone (iPhone and Android) and tablet• Fully qualify all incoming IT calls, mails, chats and web tickets in adherence to the agreed SLA: keeping over 80%• Escalation of incidents as required to 3rd line support or management and monitoring the cases • Providing accurate and efficient management of reported issues, including clearly documenting all activity taken for each incident via ticketing system• Ensure compliance with all security standards and policies

Sales and Customer Service Representative

• Nov 2016 - Jan 2017

• Excellent customer service skills and efficient response to all customer requirements • Visual merchandising • Organization, planning and controlling the stuff • Administrative duties as required for the role • Hold meaningful and helpful conversations with customers, listening to their needs and thinking on the best solutions • Excellent customer service skills and efficient response to all customer requirements • Visual merchandising • Organization, planning and controlling the stuff • Administrative duties as required for the role • Hold meaningful and helpful conversations with customers, listening to their needs and thinking on the best solutions

Hostess of events

• Jul 2015 - 2016

• Participation in different type of events: hostess of events and congresses, transfer, hostess for formal functions, public relations hostess, hostess of protocol• Guest reception• Guide, accompany and present attendees• Hospitality desk• Pass control• Delivery of gifts• Protocol knowledge• Excellent communication skills

Production and Personnel Department - Internship

• Jul 2015 - Dec 2015

• Personnel management• Selection and coordination of staff for events• Logistical support in the office• Participation and coordination in various events• Support in administration and billing• Preparation of registrations and cancellations in Social Security• Preparation, management and filing of documentation• Control and documentation of stuff registered on Database• Design of presentations for the clients

Marketing Management and Promotion - Internship

• Jul 2014 - Oct 2014

• Media planning: deciding where, when and how often to feature an specific Channel promotion • Preparation of Audience Curves of all group’s channels • Programming plans • Promotional analysis of the competition • Market studies in Television Industry • Content analyst, promotion and programming • Coordination, elaboration and development of promotion actions • Media planning: deciding where, when and how often to feature an specific Channel promotion • Preparation of Audience Curves of all group’s channels • Programming plans • Promotional analysis of the competition • Market studies in Television Industry • Content analyst, promotion and programming • Coordination, elaboration and development of promotion actions