Barcelona, Catalonia, Spain
Multilingual professional with solid experience in customer service, relationship management, and communication, supporting clients across France, Spain, the UK, and Portugal. Skilled in building long-term partnerships, analyzing customer feedback, and coordinating improvement actions in fast-paced, multicultural environments. Experienced in education, client onboarding, and process optimization, combining a people-centered approach with strong analytical and organizational skills. Seeking to contribute as an Account Manager in a dynamic SaaS or customer-focused company.
Customer Service Agent – New Balance Account Managed customer communication across France, Spain, UK, and Portugal, ensuring a high level of satisfaction through calls, chat, and email. Handled after-sales support, issue resolution, and proactive follow-up to strengthen client relationships. Analysed customer feedback and reviews (Bazaarvoice, Google Reviews – Yext) to identify improvement opportunities and support client retention strategies. Collaborated with internal teams to optimize onboarding and service quality, and supported new agents through shadowing and training.
Designed and delivered personalized learning experiences for adult professionals. Assessed student progress and adapted communication styles to individual needs, developing strong interpersonal and facilitation skills.
Coordiné un equipo multidisciplinario de especialistas para producir y perfeccionar contenido educativo. Edité y revisé materiales para alinearlos con los públicos objetivo y los requisitos de las plataformas digitales. Gestioné calendarios, agendas y flujos de producción de contenido para garantizar entregas puntuales. Nova Escola is a digital platform that produces courses and educational materials to assist Brazilian teachers. It is visited by approximately 3.1 million people per month.
Designed and implemented in-person and online professional development programs in collaboration with Municipal Departments of Education and public institutions. Reviewed, edited, and adapted online learning content for the Comunidade de Aprendizagem (Learning Community) platform. Coordinated communication between subject matter experts, trainers, and educators to ensure effective learning experiences and content quality.