👀👉 https://www.webstudio.so
Formerly Dappify.

Customer engagement focused on feedback, growth, satisfaction, sentiment, conversion, effort and churn reduction
Representative of the voice of the customer for internal decision-making
Build, grow and manage the community and social media channels from their earliest stage
Foster early product adoption, partnerships, and key relationships with other Web3 communities, potential users, builders and developers
Additional activities: customer support, marketing, UX/UI beta testing, content creation, quality reviews, performance and statistics analysis, mentoring, localisation strategy, and participation in accelerator programs

• 15k monthly avg. profile visits
• +90 monthly avg. new followers
• 15% monthly avg. engagement rate
• Reduced by 32% the churn rate
• Increased by 3 times the direct audience reach
• 35% monthly avg. conversion rate

***Fixed-term contract via CPL Solutions****

High standard quality review of the global support provided for incidents escalated to Executive, Legal, and Press
Policy & process analysis and change request submissions
Reactive review of the customer experience to identify the pain points and proactively promote continuous improvements in quality, ensuring that customer's voice/feedback is heard by the internal teams, Engineering and Product Group
Coaching to the different levels of support to create a seamless customer experience
Detection of opportunities to reduce the number of tiers and lines of business involved in the incident resolution
Liaison with agents, partners, leaders and managers (internal and external) to drive impactful changes across workflows and tools
Deliver timely, innovative and comprehensive solutions to appropriate parties
Propose and/or lead projects across the business in a decisive and prioritised manner
Run and analyse Power BI monthly reports
Listen to Frontline call records and case notes review

• 103% monthly average performance
• Winner of “Key Contributor Award 2020”
• Nominated to “Accountability Award”, “Future is Bright Award“ and “Star Service Award”

***Fixed-term contract via CPL Solutions****

Responsible for providing Spanish and English white glove support through phone and email to global consumers for the Advanced Capabilities Advocate team, with an emotional intelligence approach and out of the box thinking
Deliver a high standard service by solving customer issues and communicating complex business processes and policies to both, internal and external users
Partner with Engineering, Payments Operations and Product Group for quality continuous improvements and to call out emerging issues
Guidance to Frontline Support via Consults Channel in TEAMS
Acted as escalation point of contact for Online Safety, Compliance and Enforcement teams
Lines of Business: CSS Devices/Software/Services for Accounts, Billing, Tax Exempt and Fraud Prevention
Products: Office, Xbox, OneDrive, Microsoft Rewards, OneStore, Hotmail/Outlook, Skype, Assure

• Managing to achieve monthly performances higher than 100%.
• Nominated to “Championed Great Customer Service Award”.

For more than 500 users among Copa Airlines, Terpel, Sportline America, Meyer’s Group, Famarcias Arrocha and Minera Panama
Configured, tested, documented and trained users of the ERP solution for 6 clients
Gathered data, drafted feature requirements, created template design & drove trade agreements for 4 clients
Incorporated 3 full lifecycle of SAP MM & SD (P2P and O2C) with methodology Accelerated SAP focused on supervision and control of material flow, order fulfillment and cycle counts using cost-efficient inventory method
Offered Help Desk & Service Desk, including Security and Profile tasking, license audit, incident management and troubleshooting with metrics report for 3 clients with over 100 users

Key achievements:
• 100% Accuracy in the Inventory Cycle Count of Supply on Board, Copa Airlines (Mar 2015 – Feb 2016)
• Designed and developed the knowledge transfer program for Copa Airlines HHRR that reduced support tickets by 80%
• Created an Inventory Query based tracking system that allowed robust distribution and sales, Sportline America in 6 months
• Adopted ITIL processes in the Help Desk Unit in MQA Americas in 6 months
• Received a public recognition from Copa Airlines and MQA Americas on Oct 2015 during the roll out of project "Simple" for over 60 HHRR users

P2P Roll Out - MM module

MM module

SD module
Roll Out of La Villa Marketing Corporation Society (Rockport)

Remote support, tests and training for MM & SD modules
Valuation categories mini project owner
Roles and profiles definition/configuration

SAP support and stabilization
Help Desk for MM, SD, FI, CO, ABAP, BASIS and PI modules

Single point of contact between MQA SAP consultants and Minera Panama key users
Bilingual SAP support

Managed and streamlined Accounts Receivable/Payable operations, customs clearance, post-sales service, invoicing, accounting, petty cash control, purchase ledger, pay slips and benchmarks

Logged sales orders and returns
Coordinated inbound cash flow
Designed strategies to improve the trading process

Development of an administrative and financial tool to evaluate trade and loyalty marketing promotions