Macarena Álvarez Almagro Email & Phone Number

Barcelona, Ct, Es

Barcelona, Cataluña, España

• Lead and inspire a team of 5 people, cultivating a culture of open communication, innovation, and a strong data mindset.• Foster seamless coordination with BPOs, optimizing support procedures for elevated overall effectiveness.• Supervise outsourcing process highlighting efficient daily follow-up practices.• Streamline daily operations, reducing response times while upholding high service quality standards.• Deliver detailed progress reports to stakeholders, offering innovative strategies for continuous improvement and implementing strategic decisions to reduce costs.• Collaborate closely with cross-functional teams, specifically Logistics and Payments, to guarantee an exceptional user experience.• Collaborate in an AI project with a dedicated team exclusively formed for chatbot development, reflecting a commitment to technological advancements and enhanced user interactions.

Barcelona, Cataluña, España

• Led BPO external payments team, introducing daily KPIs controls and enhancements to elevate the user experience.• Organized monthly meetings with Finance and Transactional teams to evaluate the cost of Wallapop Protect, resulting in a detailed understanding of total costs and identification of areas for cost reduction.• Cooperated with Product team to identify and solve payments issues, resulting in a reduction in customer contact rate.• Standardized payments and claims processes for continuous optimization in cooperation with Trust & Safety team.• Maintained daily contact with payment platform to facilitate users´ payment flow and minimize transactional errors.

Barcelona Area, Spain

• Coordinated Operations and Recovery departments, leading and mentoring a team of 3 people. Implemented streamlined processes for optimal efficiency.• Conducted risk analysis of loan applications and contributed to changes in risk model.• Orchestrated automation of operational processes with CTO and developers’ team.• Assessed reports and KPIs to monitor defaults, mitigate risks, and identify areas for improvement.• Oversaw payments flow and refunds, ensuring a smooth process through daily communication with payment platform.• Collaborated in two company acquisition processes, documenting operational and financial information to acquirers, and ensuring a seamless transition of operations post-acquisition.

London, United Kingdom

• Analyzed loan agreements, payments and invoices to enforce compliance with company policies and procedures.• Engaged with Risk Department to analyze credit applications, offering valuable insights and recommendations for risk assessment and decision-making processes.• Supervised anti-fraud policies to minimize fraudulent activities and protect company's interests.

London, United Kingdom

• Offered support and customer service to potential and existing clients, including commercial tasks to collect necessary documentation for risk analysis and follow-up of client portfolios.

Jaén, Spain

Bank reconciliation, invoice accounting, and database management.

Executive Master En Operaciones E Innovación

Alta especialización en Operaciones e Innovación. Sólida formación en Management y Liderazgo Global.

Big Data, Decisiones Basadas En Datos.

Economía

International Strategy - Operational Excellence In Japan.