Paula M. Email & Phone Number

Madrid, Es

Madrid, Comunidad De Madrid, España

Full-Stack Development: Leveraged Java Spring Boot, React TypeScript, Next.js, and Kotlin to build robust and scalable web applications.Agile Development: Practiced TDD, SOLID principles, and pair programming to ensure high-quality, maintainable code.CI/CD Pipelines: Implemented efficient CI/CD pipelines using Trunk-Based Development and Feature Flags to streamline the delivery process.Data Engineering: Utilized Apache Kafka for event streaming, Snowflake for data… Show more Full-Stack Development: Leveraged Java Spring Boot, React TypeScript, Next.js, and Kotlin to build robust and scalable web applications.Agile Development: Practiced TDD, SOLID principles, and pair programming to ensure high-quality, maintainable code.CI/CD Pipelines: Implemented efficient CI/CD pipelines using Trunk-Based Development and Feature Flags to streamline the delivery process.Data Engineering: Utilized Apache Kafka for event streaming, Snowflake for data analysis with SQL queries & views, and created insightful metric dashboards using OAS/DV.Observability: Maintained application health and performance through monitoring tools like Datadog and Splunk.Feature Leadership: Effectively coordinated and drove teams to deliver multiple features successfully Show less

Madrid, Comunidad De Madrid, España

Software Development: Collaborated with teams to write clean and iterative code using TDD, SOLID principles, and OO design.Continuous Delivery: Contributed to improving software delivery speed through continuous delivery practices.Client Focus: Tackled diverse challenges for clients across industries, fostering collaboration with diverse teams.Technology Adoption: Utilized the latest technologies and methodologies to solve complex problems.

Madrid Y Alrededores

Team Leadership: Designed and managed a team to deliver exceptional customer service, resulting in increased customer satisfaction and retention (focus on outcome).Relations: Built strong relationships by providing expert advice and resolving issues efficiently.Process Improvement: Analyzed customer service data to identify areas for improvement and implemented new protocols to streamline the customer journey (demonstrates analytical skills).Employee Development:… Show more Team Leadership: Designed and managed a team to deliver exceptional customer service, resulting in increased customer satisfaction and retention (focus on outcome).Relations: Built strong relationships by providing expert advice and resolving issues efficiently.Process Improvement: Analyzed customer service data to identify areas for improvement and implemented new protocols to streamline the customer journey (demonstrates analytical skills).Employee Development: Mentored and trained customer service agents, fostering a positive and productive work environment (highlights leadership and coaching skills). Show less

Madrid Y Alrededores

Data analysis to evaluate NPS (Net promoter score) & CSAT (Customer Satisfaction) in order to identify: critical points and possible improvements. Creation of action plans.Review and organize data to find patterns and make recommendations to other teams.Provide leaders with constructive feedback based on quality data.Identify website improvements for enhance the Customer Journey.Creation and definition of protocols: 1. facilitate the Customer Journey through the… Show more Data analysis to evaluate NPS (Net promoter score) & CSAT (Customer Satisfaction) in order to identify: critical points and possible improvements. Creation of action plans.Review and organize data to find patterns and make recommendations to other teams.Provide leaders with constructive feedback based on quality data.Identify website improvements for enhance the Customer Journey.Creation and definition of protocols: 1. facilitate the Customer Journey through the website, 2. clarify internal processes within the team.HubSpot Management. Show less

Madrid, Comunidad De Madrid, España

Softwares: BitBucket, Trello, Jira, Microsoft Office, Outlook Tools, Confluence, BackOffice, Dialoga, Feedback Tool, TrafficLog Tool, Weblate (tokenización).Expert advice to the client (telephone, email and chat).Management of bookings and claims.Responsible for reporting incidents of the Dialoga system (telephone switchboard).Organization of shifts and tasks assignment of the User Experience team.Content review (keyword detection).SEO web page… Show more Softwares: BitBucket, Trello, Jira, Microsoft Office, Outlook Tools, Confluence, BackOffice, Dialoga, Feedback Tool, TrafficLog Tool, Weblate (tokenización).Expert advice to the client (telephone, email and chat).Management of bookings and claims.Responsible for reporting incidents of the Dialoga system (telephone switchboard).Organization of shifts and tasks assignment of the User Experience team.Content review (keyword detection).SEO web page content creation.Creation of content related to the product and definition of procedures in Confluence.Testing in different environments, devices and browsers.Working together with developers: token translation. Show less

Madrid Y Alrededores, España

Softwares: Jira, Microft Office, Google Tools, Back Office, Instalocate, Amadeus, Sabre. Investigating and resolving customer complaints through Resolver [United Kingdom´s market]: pre-travel, during travel and post-travel. Such as: Flight, Hotel, Car, Transfer, Train, Dynamic Packages Holidays. Being the mediator between the client and the supplier in order to find a fair resolution of the claim.Taking ownership, ensuring the customer is kept informed of any… Show more Softwares: Jira, Microft Office, Google Tools, Back Office, Instalocate, Amadeus, Sabre. Investigating and resolving customer complaints through Resolver [United Kingdom´s market]: pre-travel, during travel and post-travel. Such as: Flight, Hotel, Car, Transfer, Train, Dynamic Packages Holidays. Being the mediator between the client and the supplier in order to find a fair resolution of the claim.Taking ownership, ensuring the customer is kept informed of any developments relating to their claim until a full resolution is reached.Processing refunds and/or compensations after the investigation, always that apply.Prioritising tasks and working to deadlines.Providing feedback to internal stakeholders about results and potential improvements.Working within a team environment focused on the achievement of both shared and individual goals. Show less

County Cork, Ireland

Softwares: Tableau, Jira, Slack, Zendesk, Nova, Nova Knowledge, Injixo, Microft Office, Google Tools.Analyze and review claims and safety cases from start to finish.Analyze and consolidate trend reports and provide insights to Partner and Trust and Safety leadership.Reviewing and organizing data to find patterns to make recommendations.Provide closed-loop and after incident reports to the Trust and Safety quality team.Liaising with the Trust and… Show more Softwares: Tableau, Jira, Slack, Zendesk, Nova, Nova Knowledge, Injixo, Microft Office, Google Tools.Analyze and review claims and safety cases from start to finish.Analyze and consolidate trend reports and provide insights to Partner and Trust and Safety leadership.Reviewing and organizing data to find patterns to make recommendations.Provide closed-loop and after incident reports to the Trust and Safety quality team.Liaising with the Trust and Safety quality team to help improve our quality program and help maintain consistent performance.Providing managers, team leads and agents with constructive feedback based on quality data and your supporting analysis.Grasp of quality metrics such as CSAT.Perform spotchecks on agents and workflows and provide reports and feedback to leads and Trust and Safety Management.Maintaining high levels of confidentiality and professionalism while performing investigations. Show less

County Cork, Ireland

Softwares: Zendesk, Nova, Nova Knowledge, Workspace, Confluence.Claims Specialist: Host Gurantee Claims and Guest Protection Claims.- Handle and report claims cases from start to finish.- Empathetic, accurate and professional resolution of complaints through research and documentation analysis.- Process payments/payouts after the analysis of the documentation provided.- Suspension of user´s accounts, if necessary, after the investigation (suspended states… Show more Softwares: Zendesk, Nova, Nova Knowledge, Workspace, Confluence.Claims Specialist: Host Gurantee Claims and Guest Protection Claims.- Handle and report claims cases from start to finish.- Empathetic, accurate and professional resolution of complaints through research and documentation analysis.- Process payments/payouts after the analysis of the documentation provided.- Suspension of user´s accounts, if necessary, after the investigation (suspended states accounts).- Review accounts to approve or deny the appeal of profiles with suspended states.Trust and Safety Point of Contact for all stakeholders (E.g. Tax, Legal, Customer Service, etc.).- Respond to queries (escalations and incidents) related to claims, trust and safety by providing assistance to CX Team Managers, Quality leads or floor support in order to help them to identify whether a case belongs to the Trust, Safety or Claims department or not.- Finding quick and effective solutions for each situation in accordance with the Trust, Claims or Safety workflows.- Triaging internal Keyword Alert inbox and Unsafe Behavior queues, in order to make sure that all urgent Safety escalations are being reviewed within SLA. Show less

County Cork, Ireland

Manage high volume of customer calls (inbound and outbound calls), emails and live chats.Collect and verify all information required of the client for tracking purposes (GDPR).Conflict resolution and mediation of customer complaints in an empathetic and professional manner. Escalation of cases to other departments (Trip, Tax, Legal, Safety, Claims, Trust).Creation of credit coupons, issue refunds, asjustment of payouts.

Madrid Y Alrededores, España

Shipment planning based on product availability and customer requests.Tracking and traceability orders. Shipment preparation and documentation (invoices, purchase orders). Resolution of national and international incidents. - Softwares: DL Trans, Envialia, Microsoft Office

Madrid Y Alrededores, España

Tutor and teacher of First Grade. Teacher of Musical Education from First to Sixth Grade.

Madrid Y Alrededores, España

Second Grade Tutor. Collaborator in the Library Project. Collaborator in the project of the School Garden.

Higher Education Web Applications Development, Desarrollo De Aplicaciones Web

Operating systems (WINDOWS & LINUX), Programming (JAVA), Web development in a server environment, Markup languages and information.

Thoughworks University, Software Development

Activities and Societies: Graduate Program A fully remote, 1 year long, global development program that included coaching, daily skills.

Bachelor'S Degree, Primary Education Degree, 9,01