Elisa Marrara Calsoni Email & Phone Number

Madrid, Comunidad De Madrid, España

Klarna Campaign | As the Customer Experience Operations Manager, I lead market expansion and oversee daily operations across four regions: Australia, New Zealand, Portugal, and Italy. I manage a team of over 30 agents, focusing on resolving issues and maintaining high standards of customer service.

Madrid, Comunidad De Madrid, España

Madrid, Community Of Madrid, Spain

• Market expansion - Portugal
• Maintained a performance score above 91% for all cycles, consistently ranking as a top-performing representative.
• Developed and implemented customer service processes and procedures, optimizing efficiency and enhancing the overall customer support experience for the Portuguese market.
• Implemented Chat GPT (OpenAI) to streamline customer service processes and enhance canned responses, resulting in improved efficiency and customer satisfaction.
• Provided leadership by facilitating onboarding, training, and mentoring new team members, while improving communication through the implementation of Google Sheets workflows and offering support to cross-functional.
• Utilized CRM systems, including Freshdesk, Sprinklr, and Jira, to track and analyze customer interactions, identifying valuable insights and opportunities for process improvements.

• I managed digital marketing strategies and community engagement, achieving significant growth and operational success for various clients.
• Orchestrated and managed an active community of 35,000+ customers and prospects through various communication channels.
• Engineered a CRM tool using Notion to generate monthly reports on customer satisfaction and enhancing client relationships.

• Led cross-functional team of 5 people, coordinating efforts among digital marketing, content creation, design, and social media departments to achieve project goals.
• Successfully managed and executed marketing campaigns from inception to completion, ensuring alignment with project objectives and target audience.
• Facilitated a 275% client base growth in under 6 months through effective prospecting and outreach.
• Analyzed critical metrics and KPIs to optimize strategies and meet client objectives.
• Oversaw the creation of compelling content across various channels such as websites, social media platforms, and email marketing, optimizing for engagement and brand consistency.
• Conducted market research to identify emerging trends and opportunities, presenting findings and recommendations to stakeholders for informed decision-making.

• Implemented Figma to optimize design organization and expand capabilities
• Produced engaging social media content for a startup
• Managed a comprehensive content calendar for clients
• Utilized Figma and Canva to create visually appealing designs

• Founded and managed a successful digital business with a thriving online Financial Management course that attracted over 300 students with a 4.9/5.0 customer satisfaction rating.
• Demonstrated expertise in business management, including strategic planning, marketing, and personnel recruitment, fostering a strong team dynamic to achieve business objectives.
• Highly skilled in strategic decision-making and problem-solving, consistently identifying and addressing project roadblocks to ensure smooth project execution.
• Strategically built an email list exceeding 3,000 leads, enhancing outreach and audience engagement.
• Created customized landing pages and sales pages utilizing WordPress and Elementor Pro
• Developed social media content utilizing Figma and Canva, overseeing end-to-end process from copywriting to design

Consumer Rights Specialist

Brazil

Master'S Degree, Business Management And Strategy, 8.93

Final research paper: "Auto Repair App" [auto repair professional hiring app] Total Theoretical Class Hours: 420 Total Grade Average: 8.93.

Master'S Degree, Consumer Law, 9.25

Total Theoretical Class Hours: 380 hours Total Grade Average: 9.25 Note: Minimum grade of 5.0 on a scale of 0 to 10.0

Bachelor'S Degree, Law, 7.76

Total Class Hours: 4369 Total Grade Average: 7.76 Note: Minimum grade of 5.0 on a scale of 0 to 10.0

High School, Ensino De Inglês Como Segundo Idioma

Experience Abroad - Canada