Experience

• 

  Élogos

  Apr 2006 - Apr 2012

  • Performance Planning and Design (Official Contract overview on base budget provided for Annual Project, planning and additional management resources). • Execution (Improvement of existing website liasing customer’s and end user’s feedback, developing and personalizing new courses demanded by the client and publishing them…)• Complied with the business requirements, identified gaps in different procedures and implemented process improvement initiatives across the business improvement model.• Monitoring and controlling (Monthly forecast of the available resources…) • Completion (present a time and expense report at the end of the project) Description of Projects: Development and planning of the online training (sectoral and intersectoral), both National and Regional, for employed and unemployed participants. Projects: COMFIA Catalunya (Main project); ACEC; IDFO… Show less

  • Project Manager - COMFIA Catalunya (Main project); ACEC; IDFO…

    Apr 2011 - Apr 2012

  • Team Leader - CUSTOMER SERVICE

    Apr 2007 - Apr 2011

  • CUSTOMER SERVICE (project COMFIA Catalunya)

    Apr 2006 - Apr 2007
• 

  Hostelworld.com

  Dec 2013 - Nov 2014

  Customer service executive

  • Provide outstanding levels of (multi-lingual) support to existing properties as well as new properties signed up by the Sales Team. In addition, the role is vital for maintaining allocation from our existing properties and meeting ancillary targets. It also involves enhancing Hostelworld.com reputation and brand within the budget and independent accommodation sector.• Allocation growth and maintenance• Net revenue and bookings growth (exc. properties managed by Account Management (AM) team) constantly monitoring performance of properties / accounts and contacting them with ideas of development• Engaging our client base through direct interaction via our sites and social media platforms.• Monitoring the brands’ Twitter and Facebook accounts on a daily basis and reporting to the Content Team.• Tools used on daily basis: Excel, Internal system, phone, Social Media, Metrics.• Promoting our sites to customers ensuring they get the best possible advice and help.• Liaising with other teams to investigate any issues and achieve a satisfactory outcome. Show less

• 

  Ibm

  Nov 2014 - now

  • Preparation of daily, weekly and monthly reports in SAP System.• Distribution of workload between the squad.• Coordination team meetings as part of daily Agile rituals (Stand Up’s / Retrospectives / Iteration Planning).• Coordinate with sellers on weekly calls and F2F meeting to determine top priorities, on Direct Deals• Coordinate with Business Partner / Distributors, on weekly calls to determine top priorities.• Follow up on business processes and documentation analyses in the system, business requirements, identifying key issues and ensuringcompletion and risk assessments.• Troubleshot on any issue the Squad bring up• Providing up-to date training and work instructions inside the team and new comers.• Acting as an escalation point of the Squad.• Engagement in innovation projects in line with Agile philosophy Show less • Preparation of daily, weekly and monthly reports in SAP System, for “SaaS / Appliance / On Premise” transactions.• Processed new order, managed by the system, on date with all incoming transactions through SAP, web portal based, email, among other internal systems.• Reviewed contracts, Purchase Orders, Firm Order Letters, Invoices and other legal documents, required by Product and Country. All ensured that full transactions are booked in accordance with the law• Aligned with financial Team, to balance all transactions and ensure all appeared on the ledger inside revenue.• Working with cross-functional teams for transactions backlog clearance, following proper procedures and established guidelines.• Engagement in innovation projects in line with Agile philosophy. Show less • Working in collaboration with sales and company’s business partners in order to deliver SaaS and security quotes (Q-Radar) in compliance with internal policies while meeting customer’s requirements.• Making sure full configuration to make the right solution and collaborate with the L0/Sellers to make the correct changes needed.• Assisting the sales team with regards all the technical elements when creating and submitting bids.• Work with the sellers and all the supporters in order to make sure that we have all the relevant and correct information to successfully put bids through the system.• Work with the approvers in order to make sure the bids go through the approval chain and the bids being returned are corrected in a timely manner.• Providing up-to date training and work instructions inside the team and new comers. Show less • Assisting the sales team with regards all the technical elements when creating and submitting bids for “Saas / Appliance”.• Work with the sellers and all the supporters in order to make sure that we have all the relevant and correct information to successfully put bids through the system.• Work with the approvers in order to make sure the bids go through the approval chain and the bids being returned are corrected in a timely manner.• Providing up-to date training and work instructions inside the team and new comers. Show less • Customer data entry into SAP System.• Perform related to the transaction, such as supply, delivery, billing and resolving billing inquiries, inventory and contract status activities. • Respond to inquiries and resolve issues proactively. Understanding customer expectations and support these through communication and appropriate action. • Acting as an interface between the client and setting realistic expectations of customers, solving problems related to compliance and providing support to customers ensuring a high level of satisfaction. Ensure resolution of problems and disputes related to compliance. • Coordinate communication with customers and work with partners to resolve disputes and customer problems. • Answering questions of compliance with customer satisfaction and ensure compliance practices. Show less

  • ITERATION MANAGER - Q2C for UKI Market

    Jan 2018 - now

  • ORDER MANAGEMENT - Q2C for SPGI / UKI Market

    May 2017 - Dec 2017

  • Q-RADAR – BID MANAGER - O2C for SPGI / MEA Market

    May 2016 - May 2017

  • BID MANAGER - O2C for SPGI / MEA Market

    May 2015 - May 2016

  • CUSTOMER FULFILMENT AD / SALES SUPPORT ADMINISTRATOR – All Markets

    Nov 2014 - May 2015