Spain
I’m the bridge between a complex product and a successful customer. With over 12 years of experience, I’ve navigated the entire journey—from solving high-impact customer pain points on the front line to building the global knowledge ecosystems that prevent those problems from happening in the first place. I specialize in translating support insights into actionable improvements that scale. Whether I’m reducing ticket resolution times by 5 days, boosting platform performance by 35% through better information architecture, or designing workflows that make service feel human and effortless, my goal is always excellence at scale. I’m a data-led problem solver who ensures that when teams and customers have the right information at the right time, everyone wins.
Owned global external Help Center and internal Knowledge Base across multiple markets and languages. - Increased content adherence by 23% through audits, version control, and governance standards. - Reduced ticket resolution time by 5 days by identifying documentation gaps and user friction. - Defined style guide and ensured consistent human to human tone across channels.
- Created user-facing technical documentation reducing incoming contacts by 21%. - Delivered documentation initiatives generating 11% annual cost savings (~$36K). - Supported feature launches with workflow testing and process documentation. - Managed content lifecycle: audits, link validation, updates, and structural improvements. - Partnered with Product & Engineering to translate complex functionality into actionable guidance.
- Improved knowledge base performance by 35% through information architecture redesign. - Managed ~45 Jira tickets weekly, incorporating SME and user feedback into updates. - Identified recurring friction points using support data and reduced repeat tickets. - Standardized documentation formats to improve usability and consistency.
• Guide property owners through PMS to resolve questions and increase reservations. • Managed issue resolution and satisfaction initiatives, contributing to customer loyalty and retention. • Provided high-touch support to premium clients, ensuring seamless pre-, during-, and post-stay experiences.
- Represented Clink Hostels at FITUR (Madrid), building new industry relationships. - Provided multi-channel support (phone, email, chat), resolving real-time booking issues and technical problems. - Produced daily sales reports to support revenue optimization.