• Coordinate with internal teams to ensure that clients receive requested services according to our contractual agreements and SLAs • Communicate client needs and demands to the company• Forecast and track client account metrics• Collaborate with sales to reach prospective clients• Develop and maintain long-term relationships with accounts

• Defined along with the relevant team the KPIs to monitor the fulfillment of the service processes to back SLAs • Coordinated the creation of reports to track the defined KPIs• Created and updated on a regular basis the Service Catalogue• Provided support to internal teams in setting up processes and documenting them in SOPs. One of the goals achieved in this position was to have a functional and up to date SOP for all the activities carried out by Kalixa Operations ensuring… Show more • Defined along with the relevant team the KPIs to monitor the fulfillment of the service processes to back SLAs • Coordinated the creation of reports to track the defined KPIs• Created and updated on a regular basis the Service Catalogue• Provided support to internal teams in setting up processes and documenting them in SOPs. One of the goals achieved in this position was to have a functional and up to date SOP for all the activities carried out by Kalixa Operations ensuring process sustainability • Set up the process of administration and prioritization of the IT requirements backlog. Service Level Manager for Mastercard RepowerMasterCard repower is a service where card holders can redeem a cash value voucher on the Repower website in order to top-up their prepaid card. Kalixa as a partner of MasterCard is responsible for the development and the operational activities of the product, such as incident management, customer services and payment processing. I was personally responsible for:• Training and monitoring the call centre performance to ensure that the best possible customer services are offered to our customers.• Partaking in regular conference calls with MasterCard to discuss the SLAs and performance of the call centre and our own performance in processing payments and incident management.• Raised requirements to improve performance and efficiency of our payment processing tool• Coordinated with staff members working on the same project to ensure consistent service.• Created on a monthly /quarterly basis performance reports. Show less

• Researched the spanish market.• Analyzed app improvements and business opportunities.• Created online content for the marketing strategy• Organized meetings with companies and organizations in Spain for sales and partnerships.• Reported on performance statistics for all digital communications across all channels, using these statistics to influence future digital activity.

• Created and implemented the new corporate image for Cimatruck and Mainsaver .• Acted as a brand guardian in terms of look for our online communications• Developed the content of brochures, videos, blog and website. The online traffic increased by 50%• Maintained our social media presence across all digital channels• Collaborated with internal teams to optimize the user experience of our software.