French & English Language and Digital Competence Teacher for Primary and Secondary School Students

Business French introductory and advanced classes in international consulting and construction companies.

Responsible for defining, planning and validating necessary tests to enable the execution of activation and usage campaigns to clients in accordance to business requirements and in compliance with internal and external regulations.Definition of test cases and UAT scenarios for new product functionalities and regression testing upon system changes and upgrades.

Responsible for increasing profitability of credit card portfolio through execution and follow-up of ECM activation (Reactivation) and NAA (New Account Activation) programs. Execution of customer communication strategy (Telemarketing, SMS, E-mail, Direct Mail), analysis and monitoring of results across all channels, with early identification of changes in card usage/activation trends.Gathering of customer feedback to understand inactivity triggers and to obtain higher efficiency of activation programs and increase response rates.

Responsible for increasing profitability of bancopopular-e credit card portfolio through the execution and delivery of sales objectives for all portfolio programs that use multisite Inbound Customer Service channel.Responsible for Retention program, supervising a 9 FTEs Team initially located in Colombia and allowing the effective migration of Retention Unit to an external agency in Spain as part of business transformation project.Supported migration of Inbound Sales & Service Customer Service Call Center to 3 new platforms (1 internal team, 2 external agencies) and granted the effective delivery of inbound sales results from new sites by developing sales training, defining and negotiating VCPs (Variable Compensation Plan) and follow-up models adapted to multisite sales structure. Addressed the identification and timely application of credit criteria changes across different systems involved in Inbound sales activity (CRM, TRIAD+) for all products.

Responsible for increasing profitability of bancopopular-e cards portfolio by executing and achieving sales objectives through Inbound Customer Service platform located in Colombia.Produced Inbound Sales Requirements for new Sales platform aiming to increase sales results by an optimal integration of CRM, Front-End and Host go-to systems as part of bancopopular-e company transformation project. Promoted a full review of Sales Force compensation plans (VCP) to improve employee loyalty and decrease attrition once a platform migration out was announced.

Responsible for increasing profitability of Spain Cards portfolio by executing and achieving sales objectives through Inbound Customer Service platform located in Colombia.Managed and supervised a 160 FTEs sales force. Definition and negotiation with Colombia site management compensation plans allowing to achieve sales goals and to maintain high service quality standards.Responsible as SME (subject matter expert) of ACWS Sales Module (Front-end FirstVision & CRM) for applying multiproduct sales strategy, business priorities and following up sales indicators (MIS & Reporting), identifying sales opportunities by product, channel and sales type.Managed different system projects to maximize portfolio profitability:- IVR Sales Bypass - SMS selective communication triggered by TRIAD to support customer activation of customers migrated to EMV still using mag stripe cards.Review and preparation of sales training material and tools (training, scripts, fulfillment). Definition of controls and effective follow-up to ensure compliance with telephone sales policies in forces.

Management of Accounting & Processing, Customer Service (BackOffice) and Chargebacks areas for Banco Santander, Banesto and Openbank. Ensured optimal management of 35 blended resources in order to achieve agreed SLAs with each client. Undertook cost efficiency and MIS analysis and promoted process optimization and automation (VBA and host macros) allowing cost reduction across different processes. During this period, participated in a complete process and controls review in order to achieve SOX certification (Sarbanes–Oxley Law).

Managing the Customer Service Platform for Citibank Spain Cards having a blended sales and service team, +200 employees in total.Responsible for achieving both service and sales results. Monthly review of capacity plans, cost and revenue models and process optimization, keeping a strong and fluent communication with business client.Participated in requirements gathering and implementation of CRM and front-end systems (Siebel-ORACLE, ACWS) for Inbound customer service & sales platform.

Responsible for requirements gathering, managing testing teams (UAT) and implementing credit cards projects for ECS+ (Vision Plus) CWS and Siebel front-end systems.-Project launch and Implementation of Mastercard Spain credit cards through VisionPlus.-Definition and rationalization of security profiles (host and front-end) -Customer loyalty and rewards programs (RWDS module)

Subject Matter Expert in credit card host conversion to ECS+ (VistionPlus) for both Spain and Portugal. UAT coordinator for VisionPlus host Euro conversion, monitoring testing progress and results vs project schedule.On-line support to customer service reps, preparing training materials for new systems and providing face to face training to entire Customer Service Platform.

Customer Service Rep providing telephone inbound service to both Citi debit and credit card customers.

• Translator from French and English into the Spanish of linguistic, travel and economics topics and scientific articles.

• Teaching to High School (BUP, COU) and Vocational Training (FP) students how to read, write and speak French and preparation for entrance examinations at the University.• Organizing and delivering up to 4 classroom lectures every day.• Preparing classroom, coursework materials and activities, targeting group dynamics and role plays, as well as specific personalized work.• Evaluating students' class work and assignments.• Developing language lesson plans in line with the approved Curriculum.

• Teaching High School French students how to improve their conversational skills. • Creating an interactive teaching atmosphere.• Preparing material based on Spanish news, adapted to the interests of the pupils in order to strengthen their participation in proposed games and group dynamics.• Making effective use of online, audio and video resources to achieve academic objectives.• Conducting up to 4 classes every day. • Participating in school departmental meetings and preparing monitoring reports for evaluation.