Valencia, Valencian Community, Spain
Multilingual Operations & Project Coordinator with 8+ years of international experience in process engineering, workflow optimization, and data governance across fintech, telecom, and digital platforms. Proven track record at weWow of building scalable onboarding architecture, designing international training systems, and transforming informal processes into centralized digital pipelines for over 10,000 users across Europe and South Africa. Strong command over modern enterprise tech stacks (Salesforce, Zendesk, GitLab, SAP) combined with a data-driven approach to eliminate structural bottlenecks, manage cross-border stakeholder pipelines, and scale teams seamlessly. Focused on architecting the infrastructure, systems, and roadmaps that empower international teams to scale faster, minimize operational friction, and execute with absolute confidence. My mission: to help people learn faster, perform better, and feel more confident; whether they’re customers, teammates, or partners.
Data Architecture: Served as the patient administrator for 2,000+ international records from Europe, America, and Asia, providing administrative acquisition and system tracking for a startup medical clinic. Project Assistance: Coordinated logistics, scheduling, and on-site setup for 12+ startup client information sessions and 6+ major medical events across the Netherlands utilizing +Medicore and MS Office.
High-End Customer Experience: Delivered empathetic, personalized, and rapid-response resolution to complex personal finance inquiries for a leading European fintech with over 10 million daily users. Risk & Compliance Management: Spearheaded the early identification of fraud indicators and escalated high-risk cases to compliance; investigated complex payment disputes using proprietary internal investigation tools to minimize financial risk and maximize customer retention. Data & Queue Management: Leveraged Excel to track daily operations, analyze payment dispute patterns, and manage case volumes to maintain a high-efficiency workflow. Operational Quality: Navigated private operations platforms to conduct thorough user investigations, balancing top-speed productivity with exceptional quality assurance scores across all customer touchpoints.
Strategic Liaison: Act as the primary operational liaison between the local Valencia team and international partner headquarters to scale digital infrastructure across European markets. Process Transformation: Restructured branch communication channels into a centralized digital model, designing a mandatory two-step verification workflow with live tracking to enhance management visibility. International Training Systems: Spearheaded the instructional design for a 14% growth in market volume; developed a comprehensive 4-week multilingual training curriculum and built out the complete digital onboarding path. Supply Chain Coordination: Streamlined technical order validation, commercial quote conversions, and factory production schedules utilizing Zendesk, Transpas Online, Snowflake, and Pipedrive.
Launch Workflow Optimization: Managed high-volume L1 technical diagnostic workstreams across digital, fiber, and mobile networks, maintaining a First Contact Resolution (FCR) rate consistently above 80%. Cross-Functional Optimization: Collaborated in a specialized group of 50 technical experts to test, iterate, and continuously improve technical troubleshooting scripts and cross-border knowledge bases. Queue Management: Exercised command over modern enterprise operations tooling (Salesforce, Citrix, NOVA, VispBoss) to monitor live queue behaviors and analyze service delivery gaps.
Cross-Functional Workflow Coordination: Collaborated daily across logistics, commercial, and technical departments to resolve high-priority shipping disruptions, payment anomalies, and non-conformity claims. Commercial Pipeline Management: Managed and optimized the commercial quotation workflow for professional clients, driving revenue finalization and accelerating order processing speeds. Multilingual Localization & UX Support: Audited and translated technical product data and web catalog content into Dutch and German to ensure UI/UX consistency, compliance, and accurate customer alignment. High-Volume Case Resolution: Successfully resolved 300+ complex operational and technical inquiries across Salesforce, Cliq, and PrestaShop, while maintaining high service recovery and satisfaction scores. Knowledge System Optimization: Contributed to internal process mapping and localized knowledge-base expansion to reduce recurring friction points in international order tracking.
Scalable User Onboarding: Collaborated on an operational scaling initiative that successfully streamlined and audited onboarding validation pipelines for 1,000+ high-risk users. Data-Driven Investigations: Conducted end-to-end fraud pattern analysis and behavioral assessments utilizing GitLab, Retool, and Superadmin backend tooling to systematically isolate and neutralize risk vectors. High-Risk Escalation: Acted as the senior tier for critical dispute management, balancing high-empathy communications with tight compliance requirements to protect ecosystem security. Crisis & Night-Shift Operations: Managed the high-stakes night-shift fraud hotline for Dutch and English online banking markets, resolving urgent user concerns, securing compromised accounts, and maintaining ticket queue productivity during low-volume hours.
Operational Coordination: Coordinated customer operations for a high-volume fintech user base, managing client onboarding, payment disputes, and fraud investigations to ensure a seamless user experience. Workflow Optimization: Analyzed user behavior to identify fraud patterns, directly optimizing internal fraud detection workflows and ensuring highly accurate incident reporting. Cross-Functional Resolution: Collaborated closely across internal departments to ensure rapid, timely resolution of escalated fraud issues and complex payment disputes. Tool Utilization: Leveraged Slack, GitLab, Retool, and Superadmin backend platforms to enhance case-handling efficiency and streamline internal communication processes.
SPIE Nederland | Eindhoven, Netherlands Service and Support Representative (February 2023 – August 2024) Multi-Branch Coordination: Served as the centralized operations and service coordinator across 4 national branches in the Netherlands. High-Volume Management: Coordinated daily operational problem-solving and information distribution for over 400 B2B clients, regional businesses, and inter-business contracts. Multilingual Communications: Facilitated continuous stakeholder tracking and client assistance cross-functionally in English, German, and Dutch. System Ingestion: Developed detailed situational analysis and incident documentation