Experience

Locuens

• Spain
• Business Consulting and Services
• 1 - 100 Employee

• Strategic Consultancy for eCommerce brands | Customer Care & Customer Success

  • Mar 2017 - Present

  Locuens provides consulting services for eCommerce companies which are committed to a customer centric strategy. Some projects:  Design and implementation of a new business model for e-learning  Professionalization of a retail customer service team: structure, teams, suppliers, operations and procedures  Design and implementation of delivery to stores and free returns for retail fashion brands  CRM customization: dashboard, escalation, categorization and reports Locuens provides consulting services for eCommerce companies which are committed to a customer centric strategy. Some projects:  Design and implementation of a new business model for e-learning  Professionalization of a retail customer service team: structure, teams, suppliers, operations and procedures  Design and implementation of delivery to stores and free returns for retail fashion brands  CRM customization: dashboard, escalation, categorization and reports



Freelance Interpreter-Translator

• France
• Translation and Localization
• 100 - 200 Employee

• Translator and Interpreter

  • Jan 2008 - Present

  Working languages: English, French, Italian, Galician, Spanish _Sworn translation of contracts, diplomas, etc. (Spanish>EnglishSP) at meetings, talks and conferences. Working languages: English, French, Italian, Galician, Spanish _Sworn translation of contracts, diplomas, etc. (Spanish>EnglishSP) at meetings, talks and conferences.



HUB Escuela de Negocios Digitales

• Spain
• Higher Education
• 1 - 100 Employee

• Professor - Social Media Customer Care Management

  • Dec 2018 - Dec 2019

  Teacher in Social Media Management on the Master’s Degree on Digital Business Teacher in Social Media Management on the Master’s Degree on Digital Business



Inditex

• Spain
• Retail
• 700 & Above Employee

• Customer Care Team Lead

  • Dec 2013 - Feb 2017

   Social CRM supplier selection process  Salesforce CRM customization (dashboard, escalation, categories and reports)  Creation of procedure manuals, templates, house rules, etc.  Develop and manage the CS workflow  Forecasting volumes and team planning  Management of sensitive cases and reputational crisis  Analyzing customer requests and needs.  Service quality control, reports and KPIs.  Reporting to the Head of Customer Service and regularly to the Zara.com Director and to the CCO. Show less



Xunta de Galicia

• Spain
• Utilities
• 700 & Above Employee

• French Teacher

  • Oct 2013 - Dec 2013

  50 hour A1 level course for Xunta de Galicia. 50 hour B1 level course for Xunta de Galicia. 50 hour A1 level course for Xunta de Galicia. 50 hour B1 level course for Xunta de Galicia.



Ginefiv, S.L.

• Spain
• Hospitals and Health Care
• 1 - 100 Employee

• Internacional Patient Care Department

  • Oct 2010 - Jun 2012

   On-site liaison interpreting (consultation, operating room, laboratory, etc.) and on-line  Personalized patient follow-up. My main role was to assist people who find themselves in a foreign country and in a very vulnerable situation  FR-EN-IT<>ES translation of legal and health documents  Selection and training of translators-interpreters  Link between clinic and collaborating European association  Patient acquisition  On-site liaison interpreting (consultation, operating room, laboratory, etc.) and on-line  Personalized patient follow-up. My main role was to assist people who find themselves in a foreign country and in a very vulnerable situation  FR-EN-IT<>ES translation of legal and health documents  Selection and training of translators-interpreters  Link between clinic and collaborating European association  Patient acquisition



KLING

• Spain
• Retail Apparel and Fashion
• 1 - 100 Employee

• Manager

  • Apr 2008 - Jun 2009

  Sales manager at the KLING corner. Mercado de Fuencarral. Sales manager at the KLING corner. Mercado de Fuencarral.



Mc LEHM Language Services

• Spain
• Translation and Localization
• 1 - 100 Employee

• Translator

  • Jan 2006 - Jun 2006

  Internship Internship