• Selected, trained and managed a team of 11 Customer Services Specialists, supporting Spanish customers via telephone, chat and email.• Built and tested Salesforce CRM org for Spain, including assignment rules for CS cases, case reasons and sub-reasons as dependent picklists, necessary fields and functionalities, chat app integration, workflow rules and approval processes creation, definition of different profiles and roles, creation of custom objects, public groups, chatter groups, data validation, security and sharing options, e-mail templates upload and folder management.• Created Salesforce reports and dashboards to monitor CS activity and trained managers of other departments (marketing, finance, collections) and of other lines of business on Salesforce reports and dashboard creation.• Operated as manager on duty for escalations and emerging issues on different sites and lines of business.• Implemented and documented new quality procedures, Spanish customer services policies and procedures.

• Managed multilingual teams in customer support and retention of Microsoft and Salesforce customers.• Maintained targets of quality and service accorded with our vendors.• Accomplished targets of employee retention and selected new team members together with the HR department.• Provided business intelligence for different markets.• Analysed agent’s performance, trained and coached agents on call handling and retention techniques, changes impacting policies and processes.• Selected as a mentor in the Talent Academy Program, to coach and support newly recruited team managers or talented support professionals.• Designed and created a comprehensive Powerpoint presentation for the Sales and Marketing Global Department, presenting the two Dublin sites.

• Coached and trained Spanish and Italian customer services and retention professionals supporting different line of business including Xbox gaming consoles, Xbox Live and Zune services, Windows Phone.• Developed new quality procedures and analysis of different Quality Indicators.

Traditional Italian Restaurant of 100 seats in a centric and touristic location. • Managed all aspects of the business: administration, human resources, marketing, pricing, legal.• Increased sales by 122% in one of the most appreciated restaurants in the centre of the town, built customer loyalty.• Maintained a profitable business when tourism started to drop in Menorca (2008).

Japanese company which manufactures and sales digital cameras, medical devices and precision instruments worldwide. • Provided support and training to area sales managers and customers.• Prepared quotes and technical specifications on a daily base.• Delivered training courses and multimedia conferences in Italian universities and hospitals.• Sold first Laser Micro Dissection System in Italy.

Working full time in a Chemist's shop while attending superior education. I was responsible of the warehouse, maintaining stock control and managing turnover of pharmaceutical products according to their date of expiration.