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Work Background
Medivet EspañaOperations Manager
Sep. 2023Madrid, Comunidad de Madrid, España
FinologeeDirector of Operations
Sep. 2021 - Aug. 2023Luxemburgo, Luxemburgo, LuxemburgoLeadership and Operational Management: Led teams responsible for global banking operations like payments, reconciliation, and account management, focusing on service excellence and identified process improvements for better alignment with business goals. Customer Portfolio and Relationship Management: Managed a portfolio of over 45 mid-market customers, building strong relationships and ensuring renewals and cross sales quotas were met. Collaborated effectively with cross-functional teams to drive adoption of customer engagement initiatives, while mitigating risks associated with change. Data-Driven Strategies and Growth: Utilized data analytics for customer adoption and retention, identifying upsell opportunities and collaborating on expansion plans. Acted as the voice of the customer in strategy development, contributing to product requirements and innovation in customer success. Thrived in dynamic environments, influencing stakeholders, and achieving impactful results in complex, evolving scenarios. Managed end-to-end the following client processes: onboarding, issue resolution, KPI reporting, SLAs negotiation, renewals and upselling, account management, billing issues and operational T&Cs negotiation. I was also part of the executive comitee, where relevant strategic topics were discussed and results were regularly presented to the shareholders.
FinologeeOperations Manager
Nov. 2020 - Sep. 2021Luxemburgo
NovaMember
Mar. 2020Madrid, Community of Madrid, SpainNova is the global by-invitation-only top-talent network that connects high potential individuals amongst themselves and with the world’s most progressive companies. All Nova members have been chosen after a selection process focusing on their personal qualities, professional and academic achievements.
GympassBusiness Operations Manager - Global
Jan. 2019 - Dec. 2020Madrid, Comunidad de Madrid, EspañaCross-Departmental Collaboration and CRM Optimization: Worked closely with various sales departments and tech departments to escalate customers issues and product requirements Customer Onboarding: guided customers through the onboarding process and implemented improvements in our global onboarding processes Strategic Leadership and Global Client Metrics Management: Led the operations strategy in Europe, overseeing project implementation and managing a team of analysts. Collaborated with Sales, Marketing, Product, and Engineering teams to boost operational efficiency and client experience, while also being responsible for critical global operational metrics like SLA, handling time, quality, and customer satisfaction
GympassBusiness Operations Coordinator - EU Region
Jan. 2018 - Dec. 2019Madrid, Comunidad de Madrid, España
NTT DATASenior Operations Consultant
Jan. 2015 - Dec. 2018London, England, United KingdomStrategic Operations Management in Europe: Led the definition and implementation of a B2B operations strategy across the European region, enhancing processes for new client setup, account maintenance, and invoicing to meet Account Management requirements. Team Leadership and Metrics Ownership: Managed a team of operations analysts and collaborated with Sales, Marketing, Product, and Engineering teams to boost operational efficiency and client experience in Europe, while overseeing key operational metrics like SLA, average handling time, quality, and customer satisfaction.
Management SolutionsBusiness Analyst
Jan. 2012 - Dec. 2015Madrid y alrededores, EspañaCoordinated the validation, analysis, and reporting of different initiatives to acquire, transform and load financial information from different systems to the central hub of a bank's investment banking division. Ensured the data was precise, compared the data with the target model, and ensured issues were reported on time and in a consistent manner to engineering teams. Developed SQL cursors to analyze gaps in data sets and reconcile sources. Managed a team of consultants in different Agile projects to ensure delivery was met and client expectations were being managed correctly.
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