I started my own digital entrepreneurship project with the purpose of supporting and accompanying the entrepreneur women in the development of the communication and marketing strategy for their products and services, from their own essence and personal purpose.My support program includes: - Purpose and "why" definition- Message and brand territoryIdeal client/ prospects- Product and service ladder- Digital marketing strategy- Facebook & Instagram Ads campaigns.

· Responsible for work cross-functionally to understand and dive deep into the voice of the customer data and propose actions based on what our customers are asking for in a meaningful and lasting experience.· Develop mechanisms by which the voice of customer permeates through all the organization, including leadership.· Responsible to develop a global strategy for the voice of the customer and develop mechanisms of inclusion of customer feedback into each area’s strategic… Show more · Responsible for work cross-functionally to understand and dive deep into the voice of the customer data and propose actions based on what our customers are asking for in a meaningful and lasting experience.· Develop mechanisms by which the voice of customer permeates through all the organization, including leadership.· Responsible to develop a global strategy for the voice of the customer and develop mechanisms of inclusion of customer feedback into each area’s strategic thinking.· NPS and CSAT deep analysis and report.· Lead customer service management: control of functional management and claim costs for both passengers and baggage. Budget monitoring of all customer service costs, including passenger claims, luggage, compensation, overbooking (call center).· Control of the Iberia Express Call Center, both the service quality and costs, as well as proposal of actions to improve. Show less

· Lead our team of customer service and claims agents and manage the day to day operations (staffing, planning, quality).· Grow the customer service team and secure that operational targets are met and ensure all team members who handle customer contacts radiate the same high degree of professionalism and customer focus.· Advocate for root cause resolutions and make data-driven recommendations to improve customer experience.· Design and update customer service and claims procedures… Show more · Lead our team of customer service and claims agents and manage the day to day operations (staffing, planning, quality).· Grow the customer service team and secure that operational targets are met and ensure all team members who handle customer contacts radiate the same high degree of professionalism and customer focus.· Advocate for root cause resolutions and make data-driven recommendations to improve customer experience.· Design and update customer service and claims procedures and manuals for each product.· Operational monthly report and action plan proposal to improve results.· Claims management from government and reputation department.· Monthly recycling to the internal team, both for procedures and administrative procedures. Show less

· Management of official claims, registration in CRM, sales audits, resolution and response to the official body. · Quality monitoring of back office management, and customer complaints and retention calls handled by customer service platforms. · Weekly monitoring reports including evolution data by agent and platform. · Preparation and updating of service manuals and procedures for each product. · Weekly and monthly individual efficiency report by internal team agent.

Management of the customer service team for the assigned products. And coordination of technical and service level training.Support to all company departments, corporate office, Parts Distributors, Exclusive Product Distributors, stores, end customers and the network of service centers; in order to achieve optimal performance of the entire service chain.Find, evaluate, condition and finally the opening of new service centers. As well as audits and their closure when necessary… Show more Management of the customer service team for the assigned products. And coordination of technical and service level training.Support to all company departments, corporate office, Parts Distributors, Exclusive Product Distributors, stores, end customers and the network of service centers; in order to achieve optimal performance of the entire service chain.Find, evaluate, condition and finally the opening of new service centers. As well as audits and their closure when necessary. Daily monitoring of pending cases and KPIs.Verification, acceptance and / or rejection of requests for product returns. Show less

Single point of contact and management of product and supply guarantees. Relationship and management of service providers. Assignment of cases and follow-up to guarantee compliance with the acquired commitments (SLA's).Monitoring the inventory of parts and supplies for the provision of guarantees. Responsible for replenishing spare parts inventory and monitoring in international traffic and customs procedures.Review and control of the billing of service providers. Documentation… Show more Single point of contact and management of product and supply guarantees. Relationship and management of service providers. Assignment of cases and follow-up to guarantee compliance with the acquired commitments (SLA's).Monitoring the inventory of parts and supplies for the provision of guarantees. Responsible for replenishing spare parts inventory and monitoring in international traffic and customs procedures.Review and control of the billing of service providers. Documentation and diagramming of internal processes. Track cases open to VIP Lexmark accounts. Show less

Coordination of all national services offered to the Lexmark customer. Attending them from the beginning, making diagnoses and monitoring each case, finally coordination with human resources is carried out to provide the service. Make a monthly closing report for customer billing, detailing each service provided with the corresponding physical support. Powering and updating of the customer's system and in parallel with the internal UPS system. Contact clients daily to indicate status and… Show more Coordination of all national services offered to the Lexmark customer. Attending them from the beginning, making diagnoses and monitoring each case, finally coordination with human resources is carried out to provide the service. Make a monthly closing report for customer billing, detailing each service provided with the corresponding physical support. Powering and updating of the customer's system and in parallel with the internal UPS system. Contact clients daily to indicate status and process of their service. Show less

Direct attention to the employee, providing all the necessary implements and information related to their income, benefit and compensation plans, employee manual and regulations, processing of entry and exit documentation. Selection of personnel with specific characteristics and qualities for specific areas of the company. Start, follow-up and completion procedures with private insurance and social security companies.