I currently have a hybrid role as both a Project Manager (PM) and the acting Head of Customer Success (HoCS) at MOCA.As MOCA's HoCS, I’m always listening to our client's feedback and making sure it reaches the right ears, at the right time. I strongly believe in Responsible Sales, in always setting the correct expectations, in promoting constant feedback streams between all stakeholders and the KISS design principle. I'm highly analytical and all and any decision is taken based on data, and extrapolating to account for the known unknowns. As for my leadership, I'm defined as "one of the guys": I relish being at the forefront, involved closely with my team. I like to be involved on all steps: from recruitment to vertical or horizontal promotions. I'm usually found learning from the specialists and sharing knowledge between teams, or building and/or refining processes to both reduce costs and/or improve morale.As a Project Manager I'm methodical and organized. I take pride in being knowledgeable in regulatory and legal constraints, on my strong technical knowledge and accurate time management skills. Be it a Waterfall or an Agile project, I can adapt and always try to improve procedures and documentation in order to decrease risk and friction. The current MOCA Projects I'm leading are:- BANSHEE Project: The BANSHEE project is an R&D European project funded by the GSA in the field of emerging GNSS receivers technologies. I'm currently managing WFM, milestone management, documentation and communication with stakeholders.- Smiles by Etisalat MOCA integration: Etisalat's loyalty platform, Smiles, is an ongoing project that required a paradigm shift at MOCA as the technology was moved from SaaS to On-Premise. This project requires added technical skills.- Quang Ninh & Kien Giang Smart Tourism Project: Ongoing project to digitize tourism in two key Vietnamese regions. It's a large scale project involving app, web and AI.

MOCA brings the next-level of mobile engagement platform thanks to its proprietary machine learning and location-based technology. We provide companies the customer insights and tools they need to drive engagement, revenue, and ROI.

• My role was being the Supervisor for the Tier 3 Support (Dolphin Team) at the Google for Work project in Sellbytel Group. • My responsibilities were:• Recruiting, monitoring,coaching, mentoring and motivating a team of highly specialized and technical senior support representatives in order to give the highest level of customer service experience for the most important customers on the Google for Work platform and ensure all KPIs are met.• Liaising with Google in order to ensure the success of the Dolphin Pilot globally. This pilot was designed, implemented and controlled by myself inside of Sellbytel, and then externalized to the rest of vendors after Google saw the potential benefits for their large customers.• I communicated directly with Google twice a week (be it weekly business reviews, monthly business reviews, quarterly business reviews and vc’s) and conducted various team meetings / one to one meetings with Dolphins, Supervisors and Operations Managers/Director here at Sellbytel.

● I worked as a Google Enterprise Support representative in the Google Apps project at the Sellbytel Group (B2B). ● My role consisted in supporting all issues that can arise in the Google Apps platform: data migration inconsistencies, SMTP infrastructure troubleshooting, HTTP errors, billing incidences and how to questions about the suite. Also, logging all data in our CRM suite (Salesforce) and escalating issues directly to the engineering team. ● Our range of support goes from third party servers to the Google Cloud solution that Google Apps is, from third party mail clients to the knowledge of the Google SMTP infrastructure, in how to convert the information from third party formats to formats Google platforms support (migrations), from DNS troubleshooting to billing troubleshooting, from software troubleshooting to hardware troubleshooting (Android/ChromeOS compatible hardware, amidst the usual list of Windows, Mac OS and Linux). As Google has a myriad of products and interacts with a very big amount of platforms the recycling of oneself’s knowledge was paramount. ● Our support interactions are only with administrators from companies of all sizes: from small businesses to renowned multinationals (e.g. BBVA, Yahoo, Netflix). We would have to adapt our register and predict the type of communication better suited to the profile of the administrator. ● I’d receive tickets via non live (email/portal/chat) and live (phone calls), and use the preferred channels for the administrator to troubleshoot and resolve the issues or knowledge gaps.

• I worked as Tier 1 B2C agent in the Logitech campaign at TeleTech.• My role was AMR-EMEA Harmony and Peripherals specialist, position which consisted of pre-sales, post-sales and tech support in Europe, Middle East, Africa and America.• My main responsibilities where logging and resolving the several issues a customer could encounter with both hardware and software while providing an excellent support experience. Our interactions were both live and non-live, and all recorded in our internal CRM (Oracle RightNow).• In our daily customer interactions we encountered many typologies of customer to whom we had to cater in a personalized manner. Such interactions required a high level of technical knowledge, both of our products and of the platforms they had to interact with, and solid interpersonal skills (as our customers rarely where technically oriented). This situation taught me how to communicate technical knowledge in a more approachable and efficient manner.• During the three years this campaign ran I had a very high KPI record, excellent attendance and punctuality, highly professional customer and colleague interactions and was considered a point of contact if the middle management were not available.• As an addendum I was given the responsibility to facilitate the new product trainings and refreshments. I was chosen for this role due to my technical insight into both the hardware and software of the products and because of my engagement skills, both written and verbal.

Sales representative for a local Hardware and Software retailer.

Bookings manager for a Yacht Rental Company.

 Ocupaba una posición en el equipo de administración de comisiones.  Mi rol era el de mantenimiento e introducción de datos en la base de datos. El software utilizado era Excel, Outlook y un cliente ERP de Oracle. Mi puesto incluía tareas de atención al cliente mediante teléfono y emails. Nuestro equipo se especializaba en cálculo y corrección de comisiones, ingreso de susodichas comisiones y traducción de papel a formato digital. Durante los dos años que estuve en la empresa recibí premios a mi esfuerzo personal y capacidad de juego en equipo (premios traducidos en aumentos de vacaciones anuales y retribuciones dinerarias).  Deje el puesto debido a problemas personales: el estilo de vida Británico, la comida, el clima y una ruptura sentimental me hicieron decidirme por volver a Menorca.