Raquel Sanz Simón Email and Phone Number

- Creation of strategies to improve quality processes and projects-Creation of training process and training delivery -Appeal process review and policy compliance control-Test and live process management-Weekly and monthly data analysing and report and presentations- Vendor programme management

Review and provide weekly feedback to agents in compliance with KPI defined by Facebook (Spanish, Portuguese and English cases) Review and answer appeals from agentsWeekly calibration with a global teamProvide help and assistance regarding policy and process to agentsDeliver refresher sessions to senior agents and induction sessions for new joinersCSAT analysisRevamp quality process for new joiners with the Training Team

● Aiding in recruitment process of new employees, mentoring, training andcoaching● Collaborating with cross-functional team in order to enhance and reinforce theFacebook user experience● Assisting and monitoring with the resolution of high volume of advertiser issues(Escalations, Policy, Community Standards, CRM, Business Manager, AdsManager, and Salesforce)● Providing excellent customer support and maintaining relationships with all thestakeholders● Driving… Show more ● Aiding in recruitment process of new employees, mentoring, training andcoaching● Collaborating with cross-functional team in order to enhance and reinforce theFacebook user experience● Assisting and monitoring with the resolution of high volume of advertiser issues(Escalations, Policy, Community Standards, CRM, Business Manager, AdsManager, and Salesforce)● Providing excellent customer support and maintaining relationships with all thestakeholders● Driving achievement of KPIs (QA and CSAT always above the target) andconducting root cause analysis for resolution of advertiser issues Show less

Developed engagement strategies for influencers, online influencers database for the app and updated internal reports. Also created Social Media strategy with both small and medium businesses and influencers, as well as organized events and interviews to influencers, created content for the corporate blog, social media, etc and worked on its post-evaluation.

Collaborated as a community manager and developed projects for Spanish small businesses faced to fit into European projects. Created of content for the website, as well as designed material for dissemination such posters, rollups and logos.

Managed and developed campaigns for Coca-Cola Iberia and Europe by creating an account plans, being involved in the whole develop process for commercials.

Organized and created different communication strategies in order to improve the internal and external communication with stakeholders.

Managed and developed marketing campaigns for online formats and worked as community manager. Also created interactive videos and interactive video campaigns and sale proposals for SMBs.