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Work Background
GoogleProduct Support Manager
Jan. 2020 - Mar. 2024County Dublin, IrelandResponsibilities:
. Represent the voice of the user by providing data based insights, feedback, and quantitative and qualitative analysis to Product teams.
. Develop and improve the user experience for Core Systems based on the deep understanding of the market and users.
. Manage support channels for international and cross stakeholders launches.
. Lead innovation programs, including piloting new processes, support channels and process innovations, while measuring/driving international product goals. . Leverage internal tools, logs and data to identify/troubleshoot/resolve issues and identify scalable solutions through tool or process improvements. Collaborate with Support, Product and Engineering partners to ensure resolution of top user issues.
GoogleOnline Care Program Manager
Sep. 2018 - Jan. 2020County Dublin, Ireland. Managed the Spanish Community for >10 Google Products, including +170 Product Experts.
Scaled support for Identity EMEA
. Create and manage projects to improve the engagement of Identity EMEA forums for more than 12 languages.
. Run and coordinate projects to get insights of the community that can be useful for the product team. . Language Point of Contact for Spanish- Represent the Spanish Community for the International team
MetaCommunity Manager
May. 2018 - Aug. 2018County Dublin, Ireland. Support, educate, and build a relationship with Facebook’s users.
. Moderation of the Facebook Help Community: . To detect trends in customer inquiries . Personalized treatment to each user . To educate the user into their privacy options on Facebook . To be the link between Facebook and the user’s community
. To transfer user’s doubts or worries to Facebook I have been working in both Spanish and English teams for this Facebook. In this project, apart from being focused on the customer support, we try to be the eyes of Facebook into their community so we can collect the feelings of the community about the policies, the new features or just about any regular issue. .
LIN3S ≡ Agencia DigitalSocial Media Manager
Dec. 2017 - May. 2018Bilbao Area, SpainBrand Communication Management
Marketing campaigns and customer contact.
Social Media management and monitoring
Copywriter functions: emailing, products, company blog content creator...
Travioor Content Creator & Community Manager
Jul. 2016 - Oct. 2017Bilbao Area, SpainCreation of the brand´s digital presence: define the tone, open social media accounts, editorial calendar, engagement, and growing campaigns… Designed a content creation system to regain and obtain social impact for the brand. Optimized the work with SEO-based content. Measurement, analysis, and monitoring of results.
TravellingTravelling
Oct. 2015 - Jun. 2016Travelling around Australia and South East Asia
ManekiNekoSocial Media Manager
Aug. 2014 - Oct. 2015Barcelona Area, SpainResponsible for the entire Social Media communication management of our clients: from planning and developing the strategy to running SEO and SEM campaigns or creating influencer marketing as well as content creating. Clients: Ladival, LactoFlora, KnowAlzheimer, Relec - Member of the team winner of an Aspid of Gold by the campaign of Know Alzheimer
PromoFarma.com Community Manager and Campaign Manager Junior
Nov. 2011 - Jul. 2014Barcelona Model and develop the brand's social network presence. In charge of the creation of the social content proposal as well as managing and optimizing the social media profiles on Facebook, Twitter, Pinterest, Google +, and Linkedin. Deliver copywritter functions: emailing, products, company blog content creator...
Implement and conduct marketing campaigns, email marketing, influencer marketing and customer contact
Bilbao Bizkaia KutxaBecario Gabinete de Comunicación
Jun. 2011 - Sep. 2011Bilbao Area, Spain
AristaCreativa Web Junior
May. 2011 - Jun. 2011San Sebastian
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