Greater Madrid Metropolitan Area
Customer Experience & Operations Leader with 12+ years building and scaling large, multilingual support organisations across EMEA & LATAM. I specialise in high-performing contact centers (in-house, offshore and outsourced), end-to-end journey optimisation, and turning support functions into profit-driving, customer-centric operations. I’ve led daily customer experience operations for one of the world’s largest travel e-commerce platforms, steering a multi-year shift from a subscription to a transactional model. My focus: reduce customer effort, increase loyalty, and grow revenue through smarter processes, better tooling and strong teams. What I do best Lead large-scale operations: Managed 130+ internal agents and 400+ outsourced FTEs across multilingual markets and multiple locations (Madrid, nearshore, offshore). Own omnichannel support: Full ownership of phone, email, chat and case management via Salesforce Service Cloud (workflows, omnichannel routing, CTI integrations, reporting). Improve CX through strong BPO partnerships: Led mixed in-house/BPO models, renegotiating SLAs, redesigning workflows and tightening governance with outsourcing partners to achieve NPS/CSAT gains of 20+ points while reducing cost-per-contact by 16–22%. Run complex support environments: Led L1/L2/L3 support including Executive Escalations, Legal, PR, Social Media, Tech Support and Billing teams for EMEA & LATAM. Build metrics & governance: Designed SLA/KPI/OKR frameworks, Knowledge Bases and internal documentation from scratch to drive accountability and continuous improvement. Develop future leaders: Established clear development paths and coaching programmes, resulting in 20+ Team Leads and Supervisors promoted internally from associate roles, and 6 managers advancing into broader leadership roles across the company. Scale and reorganise teams: Expanded operations from 30 to 200+ FTEs, leading hiring, onboarding, coaching, performance management and reorganisations in high-growth environments. Open to roles such as Director of Customer Experience, Head of Customer Support, Head of Contact Center / Customer Operations in international, growth-focused organisations.
Planned Career Break – Strategic Development Intentional pause after over a decade leading high-intensity growth and transformation in Customer Experience. During this time, I: Managed a personal investment portfolio in real estate and equities, honing strategic decision-making and risk management. Explored emerging technologies like AI, RPA, and modern Customer Success tools. Recharged with renewed energy and fresh perspectives, ready for executive leadership in Customer Service/Success roles.