Barcelona, Catalonia, Spain
Team Leader with 10+ years of experience across Customer Service, Operations, Sales, Financial Services, and Information Technology. Skilled in leading high-performing teams, improving operational efficiency, and fostering transparent, collaborative, and results-oriented environments. Strong communicator able to maintain clarity, stability, and focus during periods of high pressure and organizational transition. Interested in managerial roles focused on people leadership, as well as scaling support operations and cross-functional leadership environments. Leadership & Recent Experience: Led the team through intense change and multiple organizational restructures, including three layoff cycles in three years, leadership transitions, and department realignments. Maintained operational continuity, provided steady support, and ensured a positive and resilient team environment throughout. Focused on process optimization, automation, and data visibility by developing and introducing: - Jira and Salesforce dashboards for escalation management and operational oversight - A structured case quality review framework - An automated Google Sheets tracker with workload forecasting Measurable Impact: - 52% and 76% improvement in timely escalation handling (with peaks near 100%) - Near-elimination of cases without updates beyond four days - 100% SLA compliance and 90% reduction in aged cases - Time to First Touch reduced by 67% (24h to 8h average, 1h median) - Time to Resolution reduced by 19% (142h to 115h) - Average Handle Time reduced from 0.82h to 0.58h - Increased ticket quality and adoption of operational best practices - Delivered targeted coaching that improved autonomy, confidence, and overall team performance Feedback & Recognition: Consistently received feedback emphasizing my ability to enhance communication, provide support during critical periods, and maintain strong mentorship. Recognized for empathetic leadership, motivating the team through change, and transforming a siloed group into a collaborative unit. Two-time recipient of the WOW Service Award for excellence and impactful contributions. Beyond Work: Passionate about travel, fitness, motorcycling (Ducatista at heart), football, continuous learning, and spending quality time with family and friends. 📬 Contact: [email protected]
Temporary leadership assignment within Business Operations, responsible for operational execution, team performance, cross-functional alignment, and continuous process improvement initiatives. Focus areas include KPI management, stakeholder coordination, workflow optimization, AI/automation adoption, and people leadership across Business Operations activities.
• Conduct interviews across the organization to support hiring decisions for multiple teams and managers. • Lead a team of 8 Specialists and Analysts through regular 1:1s, providing coaching and performance guidance to drive growth and engagement. • Monitor and optimize team performance across key KPIs (SLA, Time to First Response, Time to Closure), achieving 100% SLA compliance, reducing Time to First Touch by 67% (24h to 8h), Time to Resolution by 19% (142h to 115h), and a 90% reduction in aged cases. • Develop and implement an automated quality audit process using Google Apps Script, Google Sheets, and AI, conducting 4 random case audits per specialist weekly to evaluate performance based on Tools, Process, and Solution criteria, reducing Average Handle Time from 0.82h to 0.58h. • Manage onboarding and training initiatives for new hires, ensuring smooth integration and consistent performance standards. • Direct inbound task distribution among squad members to maintain SLA compliance and workload balance. • Coordinate with cross-functional teams and Technical Leads to prepare team members for high performance and continuous improvement. • Forge productive partnerships with cross-functional groups, specifically collaborating with Sales and Customer Success to drive alignment on organizational objectives and ensure cohesive delivery of business solutions.
• Covered managerial duties during manager’s absence to maintain team workflow and operational continuity. • Assisted the manager throughout the interview process, evaluating candidates and providing structured feedback. • Conducted 1:1 coaching sessions to support team member development and performance improvement. • Monitored team performance against KPIs to identify gaps and drive process enhancements. • Performed quality audits to ensure compliance with internal standards and client requirements. • Prepared and presented projects to stakeholders, ensuring clarity and alignment with organizational goals. • Managed team capacity including vacation planning, public holiday coverage, and monitoring absenteeism. • Handled escalation processes, resolving urgent issues to maintain service continuity. • Escalated internal issues to the Incident Department, ensuring timely resolution and minimal disruption. • Collaborated with cross-functional teams to improve processes and deliver shared objectives. • Represented the Client Services organization in global projects, ensuring alignment with corporate initiatives.
• Covered managerial duties during the manager’s absence, maintaining team workflow and operational continuity. • Assisted the manager during the interview process, evaluating candidates and providing structured feedback. • Conducted 1:1 coaching sessions with team members, enhancing skills and performance; recognized twice with the WOW Service Award for excellence. • Monitored team performance against KPIs, identifying gaps and driving process improvements. • Prepared and presented projects to stakeholders, ensuring alignment with organizational goals. • Monitored and managed EMEA I&L backlog, assigning support requests to maintain SLA compliance. • Escalated critical internal and customer issues to the Incident Department or Tier 2 support to ensure timely resolution. • Collaborated with cross-functional teams to optimize processes and deliver results. • Provided technical support by responding to customer and partner requests, performing root cause analysis, and documenting interactions in the company-wide case management system.
• Training for new joiners; • Product Testing on multiple devices in different OS (Android, iOS, ChromeOS); • Prioritize day-to-day bugs queues through Buganizer; • Conduct exploratory tests to check if the product feels native and report linguistic bugs where UI text is hard to understand; • Troubleshoot bugs filed to reproduce issues, verify steps to reproduce and prioritize for fixes;
• Maintain high-level Customer satisfaction by clarifying their needs and ensuring that they are met; • Resolve customer queries and technical software/hardware problems efficiently and effectively; • Handle Customer-relation problems promptly and appropriately, escalate issues according to established procedures; • Actively work to meet individual and team targets, while at all times ensuring quality standards are adhered to; • Accountable for company policies and procedures to complete a wide variety of internal and customer-facing tasks; • Provide software service, post-sales or service delivery support and solve applications problems for remote or local accounts, on standard and specialized systems; • Manage the CRM system to ensure all contacts are logged and validated;
First point of contact for Business Customers, I used to do cold calling, promoting broadband, phone and mobile deals for TIM, the main Phone Provider in Italy, turning potentials opportunities in negotiations, exhibiting strong product knowledge, building a strong relationship with the clients trying to develop a custom made product for their needs.