Mariana Viñas Email & Phone Number

Center District, Israel

Tel Aviv District, Israel

• Analyze customer pain points, user behavior, and user-case mapping to identify opportunities and drive product improvements
• Collaborate closely with Product and R&D teams to influence the product roadmap and participate in decision-making processes to align product development with customer needs and expectations
• Lead comprehensive product education programs within the Customer Experience department, including training new employees, and delivering weekly updates and refresher… Show more
• Lead comprehensive product education programs within the Customer Experience department, including training new employees, and delivering weekly updates and refresher sessions. Travel to the Philippines to conduct.
• Partner with technical writers to create and update articles, supplying detailed information on new features and product updates to maintain accuracy and relevance in our internal and external knowledge bases Show less

Tel Aviv District, Israel

• Performed market research by analyzing user's interactions in order to create, present and document data and action items about feature requests, trends, and current issues within the Mexican and LATAM markets
• Represented the user voice making sure their voice is heard and implemented to develop more localized products
• Conducted user interviews to obtain product insights: how they use it, what the product gaps and pain points are
• Ran competitor analysis to understand Wix's… Show more
• Ran competitor analysis to understand Wix's position in the market landscape and its opportunities
• Worked closely with CC Team Leads, Marketing and Product teams with the shared mission of maximizing the potential of new and existing users Show less

Tel Aviv, Israel

• Analyzed agents' interactions and internal tools deployment to create and present data reports to support team leads in order to optimize flows and KPIs
• Managed the queue and agent schedules in real time by assigning resources in live channels or expert queues when needed
• Provided training and mentoring to support teams on internal tools and flows to improve the KPIs

Tel Aviv Area, Israel

• Established and nurtured relationships with international B2B and B2C clients located globally, including Mercedes Benz, Real Madrid, WELLA, etc
• Managed client´s projects from start to end: Proposal and business presentations, budget design, negotiation, planning and operation
• Coordinated efforts with internal and external teams to ensure all project deliverables are completed on time and within budget
• Developed and expanded the Spanish-speaking market in the company by… Show more
• Developed and expanded the Spanish-speaking market in the company by understanding their expectations, offering customized solutions and flexible projects.
• Communicated with stakeholders, including clients and other external partners, to keep them informed of project progress and to address any concerns or issues that may arise

Playa Del Carmen, Mexico

• Acted as the first point of contact for the VIP hotel guests (B2C) mainly from US, UK and Canada
• Supervised housekeeping staff making sure the quality standard of the hotel was applied in the rooms and public spaces
• Leaded a team of 3 bartenders by assigning them daily tasks, weekly shifts, approving inventory requests and checking their service followed the quality standards
• Solved, in real time, unexpected issues and situations during the guest stay
• Provided a… Show more
• Provided a successful travel experience by coordinating with other departments to achieve guest expectations Show less

Playa Del Carmen, Mexico

• Coordinated sales and events for both B2B clients and B2C customers mainly from USA & Canada
• Generated, improved, and nurtured relationships with worldwide clients
• Created daily and weekly sales reports as well as budgets, presentations, and proposals for upcoming events
• Attended local and international food and travel events to promote the brand
• Handled bonus scheme for our top brand sellers