Experience

Ahuevo Restaurante
• Spain
• Hospitality
• 1 - 100 Employee
• Director de restaurante

  • Dec 2017 - Present


Facebook

• India
• Banking

• Team Manager Community Operations at CPL@Facebook

  • Aug 2016 - Dec 2017

  -Responsible for ESLA markets ( Spain and Latin american countries) -Managing over 30 content analysts and being responsible for the day-to-day management. -Allocate of daily workload to the content analysts and monitored queues throughout 3 different system to ensure TAT. -Mentor and guide the team for further development through internal career path Managed multiple project (reactive & proactive) to ensure overall planning, control and execution -Main lead of Quality team. Setting up Quality team expectations, manage Quality POC´s and auditors , deliver calibrations following up policy requirements to meet Cpl operation onsite Facebook. -Responsible of main communication with the client in all Quality subjects. Delivering a weekly Quality report to Facebook, with trends, key insights and analyzing all data with a weekly improving plan -Manage with client False Positive and Negative approach to reduce fatal errors in media. Team performance follow up: Implementation of PIP ( Process improvement plan) Policy adherence monitoring, tracking and improving accuracy and error rate. -Manage and coach individual and team performance against expected productivity metrics and targets. Provide mentorship, guidance and career development to team's member. -Ensuring that the SLAs for timeliness, accuracy and quality are met. -Analysing and managing changes in capacity due to resourcing or volume changes. -Handling or raising 2nd level of escalations. -Team manager responsible of Market coordinators training -Project lead of Learning and Development program: Designed, developed and launch an internal learning and development project where content analyst had the opportunity to have internal trainee program of Leadership and Management. Show less

• Market Coordinator - Community Operations at Facebook @CPL

  • Jun 2015 - Jun 2016

  - Market Coordinator and Official Team lead back up of a multilingual and multicultural team (UKIA, Greek, Hebrew, Polish, Western Balkans, Hungarian and Russian) - Main responsible of game planning. Allocating workload to the content analysts, monitoring queues for variable workload - Supporting coachers and Team lead to train and develop team members. Taking special attention to under performing individuals and designing plans for improvement. - Responsible of producing different reports for managers and Team leads - Support Team members in terms of performance, quality, any policy issues and updates -Liaise with all Team leads and Anchor Mentors within the goal to implement improvements and develop the project. - Daily basis for Community analyst: - Reviewing reported abuse content. - Enforce Facebook's Terms of Use and work adhering to Policy standards - Identify and highlighting any posible trends and taking special attention to Spam - Cultural understanding of Latin America and Spanish market and specifics Show less



Google

• United States
• Software Development
• 700 & Above Employee

• Team Lead at Google Maps

  • May 2014 - Jan 2015

  - Responsible for the management of a multilingual and multicultural team of 30 operators (Argentinean, Brazilian and Spanish)-Working and synchronizing with a team of 4 Team leads across the Multiple Markets (Argentina, Brazil, Italy, Spain, Poland, Norway, Sweden and Denmark )-Dealing with day-to-day basis, as controling and updating individual/team stadistics, planing and staffing operators by business needs and escalating technical issues-Coaching new hires and individuals to improve team performance based in a high level of quality and productivity. Actions focus on low performance operators in order to provide the best support.-Responsible for Team performance and development: Managing weekly meetings in order to keep update operators of policy changes or ongoing projects. Handling montly one to one's with every operator. Percieving and encouraging best performancers and promoting them.- Liaise with the different functional teams, Vendors (CPL/ Manpower) and Google Project Managers-Successfully introduced a new Market: Argentina. Focusing on developing market specifics, with the aim to deliver the best user experience.- Team Lead responsible for Special projects developed on several markets. Responisble of setting up project goals and deadlines, organizing trainings, and following up until the end of them. Show less

• Quality Control, Mentor and Local Data Evaluator at Google Maps

  • Jan 2013 - May 2014

  -Working as part of a large project team in Google's Geo Operations Project (EMEA) based in Dublin.-Responsible for evaluating data quality in Google Maps and Google Places, identifying patterns in data and using best judgment to take decisions on data quality.-Communicate with colleagues and customers via email, chat, phone and in‐person meetings-Working in a high target environment based in the highest standard of data accuracy -Promoted to Mentor role, supporting members of the team and training new employees. Being responsible to teach policy changes and updates. -Spanish teacher, as part of an internal project “ Let’s Talk” for improve and develop languages skills.-Developing research skills when investigating, reporting and eliminating spam and data hijack. Show less



Covidien

• United States
• Medical Device

• Customer Service Representative

  • Aug 2012 - Dec 2012

  -Processing orders from customers by phone, fax and email with a high standard quality -Dealing by phone and email with customers and sales representatives -Data input accuracy role focused on excellent customer service attitude -Processing claims from customers including; damages, short shipments and physical returns -Providing highest level of customer service at all times, providing back-up to any customers services function -Processing orders from customers by phone, fax and email with a high standard quality -Dealing by phone and email with customers and sales representatives -Data input accuracy role focused on excellent customer service attitude -Processing claims from customers including; damages, short shipments and physical returns -Providing highest level of customer service at all times, providing back-up to any customers services function



I.E.S. Llombai

• Internship as Social Science Teacher

  • Jan 2009 - Apr 2009

  - Providing education and teaching Contemporary History, Art history and Geography at Secondary level. - Responsible to create, implement and maintain a new database of library School - Preparing lessons and activities to work with and planning exams - Providing education and teaching Contemporary History, Art history and Geography at Secondary level. - Responsible to create, implement and maintain a new database of library School - Preparing lessons and activities to work with and planning exams



Esfera projectos culturales

• Software Development
• 1 - 100 Employee

• Cultural project assitant and Gallery guide

  • Oct 2007 - Aug 2008

  - Online researching, and investigation across different, libraries and documentation centers for the different projects.- Data online analyzing in order to develop and write projects.- Dealing with the company budgets and invoices for the different customers (museums, universities, city council, govern delegation etc.) - Receiving visitors pleasantly and guiding them around Exhibition room- Providing information and answering multiplies queries

• Internship as Administrative assistant on Cultural projects

  • Jun 2007 - Sep 2007

  - Working in the back office and dealing with customers over the phone and e-mail - Dealing with all the administration and public documentations - Market and Culture online research for the different projects.- Data online analyzing in order to develop and write projects.- Dealing with the company budgets and invoices for the different customers (museums, universities, city council, govern delegation etc.)



Inditex

• Spain
• Retail
• 700 & Above Employee

• Customer Service and Responsible Cashier

  • Oct 2006 - Jul 2007

  - Responsible for all the cash, bills and invoices from the till. - Sending the invoices and bills to the correct department in order to have all the data recorded into the system. - Entry all the different invoices, cards and customer details into the internal system. - Dealing with internal and external customer over the phone and mail - Attending the fax, telephone and parcels service from the clients and warehouses. - Responsible for all the cash, bills and invoices from the till. - Sending the invoices and bills to the correct department in order to have all the data recorded into the system. - Entry all the different invoices, cards and customer details into the internal system. - Dealing with internal and external customer over the phone and mail - Attending the fax, telephone and parcels service from the clients and warehouses.