Nalda, Autonomía de La Rioja, Spain
Results-driven Customer Operations & CX professional with 6+ years of experience leading and supporting high-volume, international customer support environments across EMEA and LATAM. Experienced in building and scaling multilingual support operations, improving customer experience frameworks, and driving operational excellence through data, process optimization, and cross-functional collaboration. Proven ability to lead teams, manage complex workflows, and align stakeholders across global BPO environments to ensure consistent service delivery and customer satisfaction. Strong background in KPI management, quality assurance, workforce planning, and incident management, with a consistent focus on improving CSAT, First Contact Resolution, and operational efficiency. Skilled in translating data insights into actionable improvements using tools such as Zendesk, Tableau, and New Relic. Hands-on leadership experience in mentoring, onboarding, and developing high-performing teams, fostering a customer-first culture rooted in empathy, accountability, and continuous improvement.
- Led and scaled multilingual customer support operations across Spanish and Brazilian markets, playing a key role in launching and maturing the Brazilian support team from pilot phase into a fully operational, high-performing CX function. - Owned end-to-end operational delivery, including workforce planning, scheduling, incident management, and resource allocation, ensuring SLA compliance and consistent service quality in high-volume, fast-paced environments. - Drove performance excellence through KPI ownership, QA frameworks, and continuous improvement initiatives, directly contributing to increased customer satisfaction, improved First Contact Resolution (FCR), and reduced average handling times. - Acted as a key driver of customer-centric culture, leading coaching, mentoring, onboarding, and training initiatives to develop high-performing teams aligned with brand voice, empathy standards, and CX best practices. - Collaborated closely with internal stakeholders and global BPO partners to align processes, standardize operations across regions, and ensure seamless cross-office synchronization of customer support delivery. - Leveraged data and reporting tools such as Tableau, Zendesk, and New Relic to monitor operational health, generate insights, and support strategic, data-driven decision-making. - Led recruitment, onboarding, and talent development strategies, ensuring hiring alignment with CX standards while building and scaling teams focused on long-term operational success and customer experience excellence.
- Provided high-quality customer support in fast-paced global environments, handling complex customer inquiries via email while consistently meeting SLA targets and delivering a customer-centric experience focused on efficiency, empathy, and clear communication. - Managed large volumes of customer interactions through Zendesk, ensuring timely resolutions, maintaining strong quality standards, and supporting team performance by assisting with onboarding, nesting, and knowledge-sharing initiatives for new team members. - Leveraged customer feedback and experience insights through platforms such as Medallia to identify recurring pain points, improve root-cause analysis visibility, and contribute to continuous process and service improvement initiatives aimed at enhancing overall customer satisfaction. - Served as Queue Monitor within the team, overseeing workload distribution, prioritizing urgent Tier 1 and Tier 2 technical and billing-related cases, and coordinating escalations with Operations and Engineering teams through Jira to ensure operational continuity and minimize customer impact. - Specialized as a Tech & Merch Support Agent, managing advanced customer cases related to technical troubleshooting, e-commerce operations, digital products, and merchandise support. Worked extensively with platforms such as Shopify to assist with order management, storefront-related issues, payment inquiries, fulfillment processes, and customer experience optimization. - Collaborated cross-functionally with internal stakeholders, Operations, Product, and Engineering teams to streamline workflows, improve escalation processes, and support scalable customer support operations within high-volume international environments.