Customer Technical Support

• Oct 2022 - Present

Cross-cutting support and advice to Technology, Sales, CS, Marketing, Product and Operations through the following tools: Internal Backoffice: Product creation: pricing, personalised mails through Sendgrid, description and promotion assignment. User management: data; mails sent, products and progress, incident analysis and search for information related to the customer's action. Company management: Incident analysis. Management of internal roles in the company. Supplier management. Purchasing management and customer financial data. Salesforce: Management of new users and profiles, roles and permissions, custom fields, validation rules and design of pages and views. Creation and updating of reports, dashboards for sales representatives and managers. Bulks, data analysis and migration management. Sales management, concessions and assignments, analysis of the sales process by the salesperson. Creation of integrated flows with external services. Hubspot: Data management: creation of reports, dashboards and lists. Creation of flows. Management of the interaction between Contact and Support/Commercial. Subscription management and bounce rate levels. Jira Service Desk: Resolution of Operations and Technology service tickets. Creation of automations and service levels. Creation of internal service platforms such as dynamic documentation portals and ticketing support with corresponding SLAs. Documentation of internal and external processes. Show less

Operations Support Specialist (Global)

• Apr 2021 - Jun 2022

Ensure the proper functioning of all internal processes of the company, focused on B2C/B2B organization and support but giving cross-functional support to all departments in the different tools such as Salesforce, Jira, Hubspot, Talkdesk, Twilio, Bloobirds. Key achievements:- Improved response time in incident resolution.- Reduction in the number of incidents by creating documentation and conducting trainings.- Improved onboarding times for new employees.- Time optimization by automating and reducing processes per department.- Improvement in data control, activity control and commercial analysis.Main tasks:- Commercial organization: license control, lead portfolio control, sales process control and support, sales audit, Onboarding (preparation and training of new employees), Offboarding (deactivation of licenses, etc.), Technical support. Organization of vacations.- Creation of: sales links, discounts, links for meetings.- Management of fire platform (Jira) B2C/B2B/Customer Support. - Creation of Request and automations. - Creation of HR platform, management of On/Off-Boardings.- CRM management support: - Management of users, roles, profiles and permissions. - Object management: fields, layouts, permissions. - Management of Dashboards and Reports for the correct sampling of data for employees and managers. - Data management, migrations and bulk uploads. - Develop, maintain and perform processes to continuously monitor the quality and integrity of data in CRMs with the administrator.- Sales hub and marketing support: - Creation of link meetings for web and landings. - Data management Show less

NPS Specialist

• Jun 2020 - Apr 2021

Define and structure NPS Department. Measure student satisfaction and loyalty through feedback as well as obtain possible improvements and problem detection. Generate positive expectations, contacts and exclusive attention.

Digital Sales Consultant

• Nov 2019 - Jun 2020

Sales / Marketing Department

• Feb 2019 - Nov 2019

- Assisting in the daily growth and development of assigned campaigns such as Intel, VMWare, F5, Radware, Fujitsu, Bitdefender, Konica Minolta, Dell. - Assisting with efforts of customer acquisition and retention - Expertly managing the needs of external customers - Developing strong leadership and interpersonal skills - Driving sales through retail promotional campaigns - Build brand recognition through local events and experiential marketing - Strategize, execute and manage along side the Brand Ambassador teams - Interact and communicate with customers - Conduct lead generation and maintain and develop a client base for our clients who offer the in-store services - Aid marketing and advertising associates and senior staff with specific projects related to each client Show less

Store Manager

• Oct 2017 - Oct 2018

Opening of the first official Xiaomi store in Europe - Responsible for driving the team to achieve the location's performance targets and KPIs - Effective recruiting, retention and succession planning - Training, coaching, developing and appraising of the team - Ensure profitability and stock management as well as manage and control the P&L. Opening of the first official Xiaomi store in Europe - Responsible for driving the team to achieve the location's performance targets and KPIs - Effective recruiting, retention and succession planning - Training, coaching, developing and appraising of the team - Ensure profitability and stock management as well as manage and control the P&L.

IT Technician

• Sep 2016 - Oct 2017

- Technician specialized in Smartphone repairs - Follow-up and support for the creation of customer portfolios, providing personalized attention. - Store manager: -POS control and billing -Stock control -Incident/complaint management - Technician specialized in Smartphone repairs - Follow-up and support for the creation of customer portfolios, providing personalized attention. - Store manager: -POS control and billing -Stock control -Incident/complaint management

System Administrator

• Jun 2016 - Sep 2016

Juegos Olímpicos de Invierno Pyeongchang 2018- Creación, monitorización y mantenimiento de Maquinas virtuales.

Field Technician in Storage systems

• Mar 2016 - Jun 2016

Reparación inSitu de Cabinas de almacenamiento de datos:- Dell EMC- NetApp- Huawei

Camera operator

• Feb 2007 - Jan 2016

Teacher

• Aug 2015 - Sep 2015

Creación e impartición de curso de Reparación de Smartphones Nivel Usuario. Creación e impartición de curso de Reparación de Smartphones Nivel Usuario.