Inés Serrano Email & Phone Number

Hoofddorp, North Holland, Netherlands

As SPS & GAD AM Team Lead, I support all Sales Back-Office activities and processes related to the Special Pricing and Global Accounts Asset Management team. Goals:* Ensure we deliver value adding Sales Back office services to our internal & external customers. * Constantly challenge and optimize each Sales Operation process to maximize effectiveness and efficiency of the Department and deliver above and beyond services.* Identify and anticipate on our customer’s needs in order to maximize customer satisfaction.Tasks:* Develop and maintain process performance metrics, analyze the results and report the findings to the Team Lead on a monthly basis* Ensure all Service Level Agreements and/or Deadlines agreed between internal & external customers are met and overachieved* Ensure all Sales Back office related Procedures are reviewed regularly and follow alignment with the Sales Operations Manager* Ensure full adherence of the team to the KDE defined guidelines and procedures* Ensure that the communication between the company Partners and within the EMEA Head Office is proactively maintained, consistent, concise and relevant to the respective audience* Consistently review the team’s processes to identify areas of improvement and ensure these are being addressed internally and/or with the support of other functional teams at KDE* Lead improvement projects the team is involved in* Review and monitor team/individual performance and initiate action to strengthen results* Support the development of team members to ensure optimum team performance and prevent any dependency on a single employee* Facilitate problem solving & collaboration within the team as well as with cross functional interdependent departments* Collaborate with the Manager Sales Operations to ensure that the necessary resources to support the team’s success are obtained* Create a dynamic environment established on trust, open communication, creative thinking, and with a unified team effort

Amsterdam, North Holland, Netherlands

With more than 15 years in customer-facing roles, I work as freelance consultant for Customer Success and Customer Service departments that need extra help for high-peak periods or to upgrade the department and ensure top-quality Customer Experience.I'm also open to new opportunities in International, dynamic environments, preferably in the Amsterdam area.

Amsterdam Area, Netherlands

As the department manager to both Customer Service and Technical, I was responsible for providing quality and efficient post-sales and customer service to customers through the daily management of a team of employees to include motivating, recognizing and rewarding, coaching, counseling, training, and problem solving.• Responsible for building and setting the strategic direction for the company's CSM• Creation of internal and customer-facing processes, programs and materials to improve the quality and efficiency of the CS department, enhancing the organization and departmental service delivery, operating procedures and standards• Function as a liaison between customer and various cross-industry teams • Design of onboarding and product training for the CS and technical departments, cross-enterprise new hires, and brand distributors• Monitor performance targets and metrics for the CS and Technical teams, giving detailed statistical feedback to the management for staff evaluation and reward purposes• Ensure that all equipment and appliances needed by the Technical Department are available to enable smooth flow of operations

Intralox Europe (Amsterdam)

A member of the French Customer Service Team and of the Processes & Procedures team, I was not only responsible for troubleshooting and documenting technical issues, but also performed language assessments, trained and mentored new hires, and communicated with Sales and Engineering to leverage important information and proactively further the sales process. • Troubleshoot issues, perform follow-ups, and log customers' feedback through day-to-day communication to help customers with efficient solutions to technical questions, and build and nurture client relationships• Design and implement solutions to inefficient processes and workflows, and contribute to meeting organisational goals• Provide communication to customers regarding new product capabilities, as well as help them meet desired outcomes, partnering with with Sales Managers to develop an account strategy for each key customer to hit retention and upsell targets• Assist in interviewing, training, mentoring and onboarding of new hires; performing language assessments for Spanish and French• Create documents and trainings to improve the Process & Procedures knowledge library and improve efficiency across the whole Customer Service department

Ámsterdam Y Alrededores, Países Bajos

As a part of the EMEA French CS team, I provided troubleshooting and resolved hardware and software issues for large format printers and scanners (HP DesignJet), planning repairs, ordering spare parts and working with on-site technicians and higher level engineers to ensure a smooth process; providing a high level of support, I owned each case throughout the whole process including the follow-up to ensure customer satisfaction.• Remotely identify, analyze, troubleshoot and solve both hardware and software issues on a range of different large printing devices (HP DesignJet), upholding an excellent level of customer support• Log and record customers' case studies and update internal documentation for future reference and product improvement• Cooperate with higher level engineers and on-site technicians for unit repairs• Follow-up of cases to ensure customer satisfaction and positive feedback• Content creation and translation of customer-facing documents

Santa Cruz De Tenerife Area, Spain

An Account Manager and Interior Designer for Office Space solutions, I proactively owned and managed a portfolio of 200+ accounts, conducted periodic customer check-ins to understand the clients' needs and ensure the most efficient design and conditions for their workplaces, including ergonomics and design regulations.• Commercial representative for office equipment and division panelling and installations, developing customer success roadmaps for selected strategic accounts• Project coordinator for Office Space planning, including technical drawing and presentations of working spaces solutions• Office Ergonomics expert for promoting health in the workplace• Graphic design of marketing material (in house)• Building tight cross-functional partnerships with other departments including Marketing, Product and Sales, to achieve common goals

Santa Cruz De Tenerife Area, Spain

Freelance translator (English-Spanish-French) of written material such as articles, papers, and other publishings, such as:- Directions Magazine, USA / Spain- Springer Heidelberg, United Kingdom- Blue Heron Editions, Italy- IEO (Instituto Español de Oceanografía), Spain

Santa Cruz De Tenerife, Spain

Technical CAD drawing and presentations for interior design projects at Disform, a leading company in luxury hotels (Spain, Egypt, etc.)* 3D rendering of interior design spaces in luxury hotels (Lopesan Group): restaurants, reception halls, suites, spa areas, etc.* CAD rendering and hand-made illustration and sketches to include in presentations for the whole design project for sales pitches* Trained some of the other technical draftsmen to better work with AutoCAD for more efficient delivery of projects

Santa Cruz De Tenerife Area, Spain

Technical drawing of large engineering projects, using AutoCAD and occasionally Microstation (for 3D rendering)* Worked in multidisciplinary teams of technicians (technical architects, engineers, other draftsmen) in large civil engineering projects such as harbors, water processing plants, bridges, water canals within ravines and creeks, autoroutes, etc., using AutoCAD* 3D rendering of public spaces (squares, waterfront walks, etc.) for presentations in public tenders, using Microstation* Supervision of printing, folding and binding of large engineering projects for public tenders, ensuring quality ISO compliance

Santa Cruz De Tenerife Area, Spain

CAD specialist in Architectural firm Artengo & Domínguez Anadón* Drawing of 2D and 3D projects using AutoCAD and Microstation* Main projects include hospitals, hospital renovations, cotmmercial malls, private houses, bank HQ buildings* 3D rendering of projects for presentations and public tenders* Preparation, binding, and graphic design for all documentation related to tenders and certifications* Photo retouching and collages for architecture projects

Master Of Fine Arts - Mfa, Fine/Studio Arts, General

* Masters' Degree in Fine Arts / specialised in Painting and History of Art * Photography * Ceramic * Graphic design

Master'S Degree, Interior Architecture

* Interior design and architecture