I am a dedicated Senior Zendesk & Tools Administrator with wide experience in the technology and operations domain, specializing in optimizing support tools and enhancing the customer experience.With a strong background in project management, vendor relationships, and technology flows development, I have been instrumental in driving project management efforts, enhancing technology vendor collaborations, and taking ownership of the company's chatbot to improve customer service through automation. My technical skills also extend to web development, where I have made significant contributions to our help center with HTML, CSS, and JavaScript, providing comprehensive solutions for our customers. My passion is to deliver operational excellence and seamless customer experiences in dynamic, innovative environments.
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Tool Optimization Lead | Zendesk AdminFlywireMadrid, Es
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Senior Zendesk & Tools AdminFlywire Mar 2023 - PresentMadrid Y Alrededores- Project Management: Project management efforts related to optimizing the support tools across business verticals.- Vendor Technology Relationships: POC for implementing new tools and managing technology vendors, ensuring effective collaboration.- Development and Management of Technology Flows.- Technical Owner of company's chatbot: Responsible for owning and administering the company's chatbot, Ada, enhancing the customer experience through service automation.- Development of Help Center Pages: Maintenance and creation of new pages in the help center using HTML, CSS, and JavaScript, providing more comprehensive and effective solutions for customers.
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Zendesk & Tools AdministratorFlywire Dec 2021 - Mar 2023Remote-Project management.-Incorporation and management of technology vendors.-Developing and managing technology flows
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Global Operations Technology ManagerCabify Apr 2021 - Dec 2021Madrid, Comunidad De Madrid, España-Project manager.-Negotiation and incorporation of new technology vendors.-Team lead.-Establishment of new technology flows-Ongoing configuration and analysis of the company's virtual assistant as well as the promotion of the incorporation of new features to it. -
Global Operations Technology SpecialistCabify May 2019 - Apr 2021Madrid-Admin of the technology tools used by the company (Zendesk Suite, Aircall, Talkdesk, Tymeshift, etc.)-Configuration of virtual assistant.-Project management for new tool’s implementation.-Data analysis and report making with Tableau and Zendesk Explore.
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Zendesk Admin / Business AnalystWebic Jan 2019 - May 2019Arganda Del Rey, Madrid, España- Implementation and administration of Zendesk.- KAM marketplace Ebay.- Analysis of business needs and development possibilities.- Establishment and protocolization of work procedures.- Writing of weekly newsletters and creation of audiovisual training material.- Programming of the customer service bot through dialog-flow.- Coordination of the customer service area with several people in my charge.
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Fraud & Logistics SpecialistMedia Markt E-Commerce Ag Jun 2017 - Jan 2019- Incident management via zendesk.- Refunds administration.- Issues tracking with delivery agencies.- Paypal fraud control at national level.
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Team LeaderMediamarkt Iberia Oct 2006 - Jun 2017- Gestión de equipos de 5-10 personas.- Seguimiento de KPI’s.- Formación de nuevo personal.- Labores administrativas: contabilización de mercancia, devoluciones, etc.- Negociación con proveedores.
Rosa López Skills
Rosa López Education Details
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Google Creative CampusInformatics -
Microsoft AcademyInformation Technology
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ZendeskInformation Technology
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Fundación TelefónicaProject Management
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The Odin ProjectComputer Software Engineering
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Javascript
Frequently Asked Questions about Rosa López
What company does Rosa López work for?
Rosa López works for Flywire
What is Rosa López's role at the current company?
Rosa López's current role is Tool Optimization Lead | Zendesk Admin.
What schools did Rosa López attend?
Rosa López attended Datacamp, Google Creative Campus, Microsoft Academy, Zendesk, Fundación Telefónica, The Odin Project, Coderhouse.
What skills is Rosa López known for?
Rosa López has skills like Retail, Windows, Microsoft Office, Windows 7, Computer Hardware, Html, Photoshop, Css, Illustrator, Lightroom, Minorista.
Who are Rosa López's colleagues?
Rosa López's colleagues are Chad Lieberman, Laura Brown, Nick Minter, David Lund Yates, Trip Roney, Sophia Jumatate, Ariel Nir.
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Rosa López
Sales Manager (Call Center - Sales Forces).Telesales Manager.Telemarketing Manageroutsourcing ManagerMadrid -
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