Paola Perez Email & Phone Number

London, England, United Kingdom

Sydney, Australia

Sole PM leading multiple projects and optimising process efficiency. Actively involved in Pitching and Onboarding procedures. Aligning company processes to business objectives.Creating and updating documentation of process overviews and process flows. Project examples: IT Relocation of an Australian Federal Agency with more than 100 employees with 0.

London, United Kingdom

Highlights:Migrating 100% acquired companies to macmillaneducation.com building Macmillan Education mindset.Optimising Communication strategy between countries and departments.Completing domain migration of 45 countries with a 100% response rate success.Creating Visio report templates that were introduced to other departments.Main tasks: Migrating email.

London, United Kingdom

Highlights:IImplementing Follow-the-Sun structure in four sites decreasing night shift costs to 0.Mentoring two Site Managers to synchronise sites and standardise 75% of procedures.Decreasing 25% Average Handling Time by optimising processes and changing mindset: tools need to be adapted to our services, not vice versa.Main tasks:Conducting research.

London, United Kingdom

Highlights:Leading projects in 11 countries and managing 24/7 customer service team with 20 advisors to support more than 40 Data Centres and multiple customers such as Amazon and Google.Implementing a Customer Portal to reduce response time to 0 in many services.Decreasing handling time by reducing the complexity of all top procedures.Main tasks:Aligning.

Berkshire

Highlights:Leading projects in 11 countries and managing 24/7 customer service team with 20 advisors to support more than 40 Data Centres and multiple customers such as Amazon and Google.Designing and implementing new processes to improve service delivery and client relationships.Implementing a Customer Portal to reduce response time to 0 in many.

Berlin

Highlights:Increasing Apple Customer Satisfaction from 81% to 96% in B2C service.Introducing KPI system and trainings while growing from 33 to 200 advisors.Automating Root Cause Dissatisfaction Analysis reports in Excel for 200 advisors.Main tasks:Account Management: Developing excellent relationships with the client. Assisting customer’s needs on behalf.

Berlin Area, Germany

Highlights:Coaching, mentoring and training teams in English, German, Spanish and Italian.Performing quality calibrations increasing 25% of Customer Satisfaction.Developing quality strategies tailored to each client reaching 100% of KPIs.Main tasks:Leading workshops, training and roundtables to improve service and professionalism.Analysing and evaluating.

Berlin Area, Germany

Managing Spanish team.Dealing with escalation cases.Mentoring new members of the team.

Berlin Area, Germany

Proofreader and CollaboratorDí si quiero con estilo (Say I do with style)Belleza, una cuestión de estilo (Beauty depends on your style) ISBN: 978-84-938725-3-3

Proofreader Asesoría en Vestuario, Moda y Complementos Fashion, Wardrobe and Accessories GuideBook for Fashion ProfessionalsISBN 13: 978-84- 96699-12-9Presented in 2009 in New York by Agatha Ruiz de la Prada.

International Business, International Business

Social Media And Marketing Diploma, Marketing

Prince2 Practitioner, Certification

Community Manager And Social Media

Bachelors Degree In Translation And Interpreting

Languages: Spanish, English, German and Italian