Mª Cristina Martínez Parra Email & Phone Number

Barcelona, Catalonia, Spain

I currently collaborate with the consulting firm Strolling Digital, leading strategic projects that improve the customer experience and optimize the operational efficiency of renowned brands.

Sant Vicenç Dels Horts, Cataluña, España

• Improve the customer experience during the order management and post-sale stages.• Perform multi-channel audits, survey analysis and continuous review of workflows to apply corrective actions to detected points.• Implementation of the tools promoted from the head office in Salesforce and SAP, and of local technological solutions to optimize the experience of customers and the commercial team.• Support to Marketing and Product Managements in the promotion and support of new… Show more • Improve the customer experience during the order management and post-sale stages.• Perform multi-channel audits, survey analysis and continuous review of workflows to apply corrective actions to detected points.• Implementation of the tools promoted from the head office in Salesforce and SAP, and of local technological solutions to optimize the experience of customers and the commercial team.• Support to Marketing and Product Managements in the promotion and support of new launches.• Adaptation of work practices, methods and permanent organization of integration activities to reconcile face-to-face and remote work to maintain a good work environment and a cooperative and integrated team.• Organization of the staff, replacements due to sick leave, and coordination of vacations, schedules, updating programs and training of new recruits.• Definition and monitoring of the KPIs and incentives of the different teams.Most relevant projects:• Sales analysis platform, integrated in Salesforce to provide guidance on sales opportunities and risks of business loss, based on consumption patterns of the customers and their category.• Self-management module for discounts from Salesforce with an automated process for evaluating margins and market prices, integrated with SAP to reduce the time it takes to issue commercial offers.• Optimization of flows and simplification of the incident management process to keep the customers informed and reduce the solution time. Show less

Barcelona Area, Spain

• Definition and implementation of compensation and incentives projects, direct and indirect to drive the business model profitably.• Implementation of technological platforms to facilitate the business experience for the commercial network, guaranteeing availability of the service 24x7 and reducing administrative tasks for the Sales Area Manager.• Management of incidents related to commercial catalogues, incentive programs and compensation plans.• Supervision of the Contact Center… Show more • Definition and implementation of compensation and incentives projects, direct and indirect to drive the business model profitably.• Implementation of technological platforms to facilitate the business experience for the commercial network, guaranteeing availability of the service 24x7 and reducing administrative tasks for the Sales Area Manager.• Management of incidents related to commercial catalogues, incentive programs and compensation plans.• Supervision of the Contact Center to support the commercial network.Most relevant projects:• Restructuring of the company affiliation system to facilitate and massify access of the loyal customers to the business, achieving an improvement of 9.4 p.p. in the recruitment rate.• Adjustments to the direct and indirect commission plan in management systems and training materials, with an impact on the margin of 1.5 p.p.• Implementation of a new channel for managing payments and reducing the late payment rate by 1.4p.p.• Call center outsourcing for exclusive attention to orders, focusing the internal team on the personalized attention of the Area Managers network, giving support to the new multilevel affiliation and compensation programs.• Implementation of a tool for geolocation and demographic profiles to expand the business network, allowing an increase in the rate of effective contacts by 11%.• Development of Activity Planner for Area Managers and associated reporting, allowing standardization of work methods and monitoring of growth indicators. Show less

Barcelona & Madrid

• Restructuring of the Warehouse, Quality Control, Purchasing & Commercial Logistics and Customer Service teams.• Implementation of operational indicators of inventory intensity, sales forecast accuracy, compliance with delivery times.• Application and updating of the procedures established by the group to guarantee compliance with internal control policies and protection of assets.Most relevant projects:• Implementation of the bidding and purchasing process under the… Show more • Restructuring of the Warehouse, Quality Control, Purchasing & Commercial Logistics and Customer Service teams.• Implementation of operational indicators of inventory intensity, sales forecast accuracy, compliance with delivery times.• Application and updating of the procedures established by the group to guarantee compliance with internal control policies and protection of assets.Most relevant projects:• Implementation of the bidding and purchasing process under the group's internal control framework, achieving compliance with the external and internal audit processes.• Operational reorganization to centralize operations from the European logistic center.• Update of Job Descriptions and process map, to generate clarity in the role and responsibility of each team member. Show less

Maracay - Venezuela

• Supervision of the operations of a team of 26 agents organized in Orders, Payments, Claims and Credit and Collections departments to attend the network of vendors and Sales Zone Managers • Continuous improvement of the processes and technological channels for simplifying administrative management for the sales network. • Training of the Sales Zone Managers and staff in processes and new tools. Most relevant projects: • Implementation of a web platform for administrative… Show more • Supervision of the operations of a team of 26 agents organized in Orders, Payments, Claims and Credit and Collections departments to attend the network of vendors and Sales Zone Managers • Continuous improvement of the processes and technological channels for simplifying administrative management for the sales network. • Training of the Sales Zone Managers and staff in processes and new tools. Most relevant projects: • Implementation of a web platform for administrative management of the Sales Zone Managers that improved the level of field service, with an increase in the automatic payment application rate from 16.8 p. p. from 68% to 84.8% in Venezuela and collaboration with Mexico to replicate the project.• Implementation of web channel for receiving orders, which reduced the cost of printing by 90% and courier by 30% and also eliminated the transcription process and reduced field response time by 24 hours.• Organizational restructuring, salary leveling and job descriptions that improved the results of organizational climate surveys.• Implementation of organizational methodology for documenting procedures and organizing workplaces that improved the flow of information and reduced office supplies expenditure by 10%. Show less

Maracay - Venezuela

• Leading team of coordinators of Offer, Promotions and Billing. • Designing the Strategic Plan with 18 campaigns per year, controlling vertical and horizontal flow of products, including price fixing, bid rotation and catalog design.• Elaborating and monitoring the Annual Sales Forecast and the participation, growth and profitability of each territory and new products.• Elaborating and controlling the Annual Budget of Variable Expenses (promotions, incentives and advertising)… Show more • Leading team of coordinators of Offer, Promotions and Billing. • Designing the Strategic Plan with 18 campaigns per year, controlling vertical and horizontal flow of products, including price fixing, bid rotation and catalog design.• Elaborating and monitoring the Annual Sales Forecast and the participation, growth and profitability of each territory and new products.• Elaborating and controlling the Annual Budget of Variable Expenses (promotions, incentives and advertising). • Developing and supervising, promotional actions, incentive activities and sales conventions. • Developing a cause-based marketing program.Most relevant projects: • Implementation of the innovation plan with an increase in the share of new products of 9 p. p. representing 24% of the company's sales.• Developing of Commercial and incentives plan for the start of operations in Colombia.• Development of the annual fundraising plan through a cause marketing campaign, allowing the creation and operation of the company's foundation.• Automation of the commercial planning module allowing the integration of forecast with supply modules. Show less

Maracay - Venezuela

• Managing relations with advertising and media agencies.• Designing and monitoring the media plan.• Planning and supervising the production of recognition and training events for the sales network.• Structuring and controlling the Budget of Advertising Expenses.Most relevant project: • Development and implementation of the Visibility Plan with a 20 percentage points year-on-year growth in sales.

Maracay - Venezuela

• Leading estimation and billing analysts.• Structuring the offer for commercial brochures, set prices, discounts, rotate offers, estimate sales, analyze results and monitor the configuration of the billing system. Most relevant achievement:• Automation of sales reports.

Maracay - Venezuela

Register and update the products to be invoiced and condition special promotions and discounts in the invoicing system.Most relevant achievement: Integration of the estimating module with the invoicing system.

Licenciatura En Económicas

Activities and Societies: Competencia Empresarial El Juego Universitario

Diplomado En Responsabilidad Social Empresarial, Ciencias Sociales

Coach Facilitador, Coaching Ontológico

Lean Six Sigma White Belt In Customer Service