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Barcelona, Ct, Es

San Francisco, California, Us

San Francisco, California, Us

San Francisco, California, Us

New York, Ny, Us

Leading operations across EMEA, ASPAC and LATAM. Responsible for Customer onboarding and retention, lead generation, Inside Sales, Account Management and Media Operations. Own Customer training delivery and instructional design. Full responsibility of International P&L and for achieving sales, revenues and EBIDTA goals. Leading a diverse and highly skilled organization of 280 people across 5 continents- Overachieved all operational KPIs within expected budget in all assigned regions- Grew retention rate by 11% YoY through centralization of retention activities and implantation of programmatic approach- Achieved over 2.5M$ new sales in 2018 through a lead generation pilot. Reached 140% up / cross-sell vs 2018 plan- Regionalized both CRM and Media Operations, revamping and streamlining processes, achieving EBIDTA goals for both BUs- Led both Insourcing and Outsourcing projects, decreasing cost base by over 10% YoY while improving operational results

New York, Ny, Us

Adding LATAM Operations to previous scope. Responsible for Customer onboarding and retention, lead generation, Inside Sales and Account Management across International. Own Customer training delivery and instructional design.- Overachieve all operational KPIs within expected budget in all assigned regions (CSat 9.3/10, +3ppt vs target)- Identify efficiency and cost reduction opportunities through business transformation and tasks automation- Improve retention rate by 4ppt through centralization of retention activities- Over 2M$ in 2016 through lead generation- Over 9M$ in 2016 through up / cross-selling- Move LATAM Operations from US to Barcelona. Recruit, hire and train brand new team within 2 months. Improve Customer Satisfaction by 10% and decrease Customer Waiting Time by 120% within one quarter

New York, Ny, Us

Adding ANZ (Australia, New Zealand and Japan) Operations to previous scope- Overachieve lead generation goal- Grow Account Managers portfolio value 7% YoY - Pilot successfully new Account Director role- Overachieve all Operational KPIs while reducing costs by 7% YoY

New York, Ny, Us

Adding Asia Operations to previous scope. Responsible for Learning Services globally.- Temporarily relocate to Singapore to stabilize and develop hub - Insource and Outsource activities, decreasing cost base by over 10% while improving operational results

New York, Ny, Us

Adding Account Management, Renewal Management and Lead generation for the EMEA Region to previous scope. Responsible for Learning Services globally.- Finalize overall EMEA Operations regionalization. Roll existing AM structure into new Regional teams and introduced new accounts coverage model. Saved almost 230K$ YoY- Maintain previous year Customer Care performance and achieve Customer Waiting Time goal despite the 30% volume increase. Improve Implementation team productivity by 6%- Learning Services contributing to retention: 5% renewal rate uplift for trained customers. New trainings created to support revenue increase and bundle strategy. 12.1% more participants to Instructor Led trainings YoY

New York, Ny, Us

Adding Middle East (MEA) and Turkey Operations to the previous scope.Taking over the Learning Services organization globally- Regionalize Customer Care and Implementations absorbing 17% increase in customer base with no additional HCs- Identify and tackle Customer Care and Implementation main offenders reducing repetitive issues by 29% to better scale support- Redesign Product training curriculum and kick off a proactive customer reach out increasing Customers attendance by over 100% in selected sessions- Launch new courses aimed to support revenue generation. 6% revenues uplift across attendees

New York, Ny, Us

Managing Customer Care and Implementations for all European customers- Insourced Customer Care organization achieving a cost reduction of 230K$, beating initial savings plan by 50K$- Increased customer satisfaction by 9%YoY and descreased Customer Waiting Time by 50%YoY - Decreased volume of customer care tickets by 20% - Increased implementation team productivity by over 50% through process improvements and automation of low level activities

Mountain View, Ca, Us

Managing Strategic Initiatives for the Online Help and Research Team.- Led globally the Change Management, Communication and Implementation plan for the Redesign of the AdWords Help Center. - Designed, organized and conducted User Experience studies on Online Help content. Results analyzed, patterns identified and content rewrite kicked off based on provided recommendations.- Analyzed AdWords Help Center customer satisfaction results and identified flaws and opportunities for improvement. Designed and implemented new video strategy and newbies treatment.- Analyzed SEEMEA Chrome distribution Partnership and identified optimizations and new business opportunities.

Mountain View, Ca, Us

Leading Customer Satisfaction & Quality strategy at EMEA level. Driving SMBs sales and E2E operational excellence for Russian market. Driving new Business Development in collaboration with Russian Country Manager. - Achieved 140% revenue growth YoY, with SMBs contributing to ~50% of total revenues- Achieved operational excellence in main KPIs: 84% answer rate within 24hrs (+4pp vs target), 4.2 hrs TAT (180% vs target), converting Russia into best performing EMEA country- Led, coached and developed 21 people across 2 geographies, obtaining excellent results in the yearly Management evaluation - Designed and rolled out globally the Customer Satisfaction Unified Deep Dive process to determine customer dissatisfaction drivers. Led action plan on findings, achieving a 7ppt decrease in dissatisfaction within 2 months - Redesigned CSat "gurus" and Local Content Editors roles implementing transformation globally and decreasing overhead by 27%- Led Innovation strategy across Global Operations, facilitating the implementation of more than 300 ideas

Houston, Texas, Us

Driving E2E operational excellence across the whole selling process - from CRM to manufacturing, from quote-to-cash to Sales Compensation - for both Spain and Portugal. Direct report to EMEA Operations VP and Iberia Managing Director.- 45% Operational costs reduction achieved over 2 years through near-shoring of transactional activities, productivity increase, integration of different operational platforms- 27% Sales productivity increase achieved YoY through process streamlining. Obtained highest Sales Customer Facing Time (57%), Sales Satisfaction (4.1 out of 5) and Enterprise Customer Satisfaction (EODB) in EMEA for 7 quarters in a row- Led effectively a cross-countries organization of 110 employees through major reorganization. Attrition rate reduced by 100% YoY. Highest VoW (Voice of the Workforce) results across global EB Sales Operations in 2009- Selected to attend Global Enterprise Business Leadership Program (15 seats for ~ 1000 employees)- Attended Mark Hurd (CEO) and Ann Livermore (EB Executive VP) Top Talent Round Table

Houston, Texas, Us

Responsible for creating best in class proposal center model scalable to all EMEA countries and Business groups. - Leading remotely a cross-countries and cross-functions project team to redesign the whole proposal creation process and redefine sales engagement- Created, implemented and enforced company policies and procedures- Helped to grow the knowledge base of the proposal center population in order to meet the company SLA targets and quality standards across countries- Designed, piloted and implemented in EMEA Executive Summary workshop, Sales Training package delivered Achieved 97% of Field Sales attendance throughout EMEA

Houston, Texas, Us

Managing near-shoring of value channel order management activities from Spain to Romania. - Succeeded in ramping down/ramping up the two operational hubs within the expected timelines (9 months) with no business disruption and 65% cost savings achieved- Recruited and trained 24 HCs in Romania to take over operational activities - Designed, planned and implemented effectively full operations transfer plan and resources on-boarding, while maintaining total accountability on operational performance for France, Italy, Spain and Portugal

Houston, Texas, Us

Responsible for daily operations management for the Italian distribution channel. Managing remotely an India based team - Introduced new KPIs: Business performance achieved across metrics and within 100% Aspire budget- Strengthened linkage with Italian country management and local Partners increasing Partner satisfaction by 9ppt YoY- Hired, supervised and motivated staff, being responsible for 7 people obtaining excellent results in Leadership Feedback session

Houston, Texas, Us

Coordinating a team of 7 people, assuring smooth on-boarding, effective training and work-life balance. Full accountability on team performance management. - Prepared management reports concerning trends, volume and outstanding situations- Handled efficiently Italian and Iberian largest Partners which accounted for 80% of the total countries’ revenues- Designed and deployed a new backlog management report reducing backlog by 70% and inventory by 45% YoY

Houston, Texas, Us

Financial Claims Coordinator and Superuser for Italy-Iberia team. - Planned and implemented a new financial claims operating procedure to increase Partner satisfaction. Financial Claims backlog reduced by 100% within three months- Coordinated financial claims management. Reviewed and refined OPG guidelines to meet company strategy- Ideated and developed a new claims backlog management process, leading several customer service improvement meetings and generating monthly close of financial statements

Promoting the label worldwide, reaching business agreements and joint venture with music labels abroad. - Supervised producers and sales, following up production from recording to advertising- Represented the company in meetings and promotional events, interfacing with media- Led the label international expansion in Australia, New Zealand and Italy

México, Mx

Responsible for New Business Development, leading a team of 10 junior commercial representatives. - Hired, supervised, trained and motivated 10 junior team members- Trained and coordinated internal back office team increasing customer satisfaction by 22% - Managed and oversaw new customer accounts. Coordinated and organized new customers trainings and set up

Responsible for the general management of a busy café and restaurant in West Hampstead. - Improved gross profit by 9% and weekly income by 60% - Planned and organized promotional events and on site art exhibitions. Coordinating Public Relations with mass media- Selected and coordinated vendors and suppliers, maintaining high quality standards

Planning and implementing of the marketing plan for Communication Sciences degree curriculum. - Organized and developed events and activities. Active promotion through both traditional and new media - Achieved the start up of 24 new internships with important companies including Nestlé, FIAT. - Increased university international interest and visibility through strong online promotion and cooperation

Responsible for liaison between worldwide companies and GMF Trade Fair Guide.- Devised production and publishing timelines to increase efficiency and customer satisfaction - Planned and implemented marketing strategies along with competitor and channel analysis - Organized and coordinated events and promotions

International Business/Trade/Commerce

Master, Communication Science; Marketing; New Technologies