Mercedes Pardo Garcia Email & Phone Number

Spain

* In charge of the Tech Support Team. * Review, update the process handling so we could reach the SLAs* Reduce the ticket handling from an average of 10 days to 4 days. * Create weekly status reports to present to VPs and level C members. * Edit a new support portal for easier ticket creation using Refine and Jira. * Constantly requesting updates and follow up to team leaders regarding customers request

Madrid, Community Of Madrid, Spain

* Serve as the primary point of contact for existing business clients.* Proactively address client inquiries and concerns, ensuring high satisfaction levels.* Develop and maintain strong relationships with clients to understand their needs and provide tailored solutions.* Collaborate with internal teams to meet client expectations and resolve issues * Generated and delivered weekly reports using a combination of internal and third-party tools.* Engaged in seamless cross-functional collaboration to promptly address customer concerns and escalate issues as required.* Guiding clients through a seamless transition phase, ensuring a smooth onboarding experience.* Collaborating closely with clients post-onboarding to cater to their evolving needs and optimize platform usage for their business requirements.* Partnering with clients to gather crucial Marketing and Design prerequisites for the Product team's enhancement.* Conducting extensive training sessions for clients, empowering them to proficiently navigate and leverage diverse platform functionalities.Achievement: * Partnered with the communications team to create and implement an automated system for weekly report distribution, cutting down the time spent from 4 hours per week to just 30 minutes. This initiative aimed to streamline operations and swiftly disseminate crucial information across the organization.

Madrid, Community Of Madrid, Spain

* Setting up Marketing campaigns for diverse merchants on our portal, utilizing HTML, CSS, and other relevant technologies to create responsive and engaging email campaigns.*Compiled weekly reports, utilizing internal analytical tools to generate charts andgraphs that provided insights for data-driven decision-making. * Provided customer support by assisting clients in updating digital receipts templatesand marketing banners.* Working collaboratively with the product and engineering teams, I efficiently resolved inquiries within tight timelines, often meeting demands in less than 24 hours to deliver comprehensive solutions.

Madrid, Community Of Madrid, Spain

- L2 specialized agent in direct contact with customer via chat, email and phone handling chats, data protection and disputes with cross-team collaboration when needed.- Start up environment.- Daily use of Freshdesk system, Service Central Portal (SCP), JIRA, Workday and Checkout.- Worked with KPIs with an average of 82% CSAT and a 10% DSAT.- Handled an average of 28 cases a day.- Responsable for the training of New Vendor abroad. - Use of Sprinklr tool for Social Media.

Madrid, Madrid, Spain

Account management including resolution of issues, budgeting and order management.Proactively looking for best resolution of issues, if its not possible to be resolved by our team, i contact our providers. Always seeking to give the best solution .In charge of the largest client of the company, El Corte Inglés.Handling communication with clients via phone, email or social media (Instagram and Facebook).Responsible of keeping records on payments and account statements up to date.Inventory and stock control both locally (HQ) and at customer locations. Constantly tracking of products customer have on consignment.Performing office and administrative tasks and logistics: orden preparation, documentation pertaining taxes and its filing , jewelry certification, goods shipping and receiving, storage, customs handling.Quality assurance from products arriving from workshop as well a final verification before shipping.

Madrid

Worked for the Hotelbeds campaign.Communication with customers via phone or emails. Fast resolution of issues.Escalate unsolved issues to the correct team. Customer service B2B and B2C.Solved approximately 100% more cases than target on average (More than 50 cases a day).Highly proficient in Salesforce and Atlas for ticket management.Worked bilingual in English and Spanish.

Madrid, Community Of Madrid, Spain

Provide a personalized attention to each customer in order to listen to their needs and guide them towards a good experience.Responsible for organizing merchandise and store following company’s parameters.Keep control and order of the merchandise.

*Brindar una atención personalizada a cada cliente con el fin de escuchar sus necesidades y orientarlos hacia una buena experiencia.* Responsable de organizar la mercancía y la tienda siguiendo los parámetros de la empresa.* Mantener el control y orden de la mercancía.

Career Path, Data Analysis, Data Analyst

Learn how to analyze data, build dashboards, and deliver impactful reports.

Course, Sql, Analyze Data With Sql

Degree, Project Management, Project Management

Marketing Digital, Marketing Digital, Specialist

University Certificate, Public Relations/Image Management, Marketing, Public Relations And Visual Merchandising.

Certificate, Fashion/Apparel Design