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Work Background
Mercats CityTraining & Quality Team Lead
Mar. 2023Barcelona, Catalonia, Spain- Lead and mentor a 4-member Training & Quality team, setting strategic direction and fostering professional growth to deliver high-impact learning and QA services for a 30-member operations team, achieving a mNPS of 9.2/10
- Optimized onboarding processes by designing and implementing learning programs in the LMS, reducing new hire ramp-up time from 5 weeks to 3 weeks
- Created and rolled out quality assurance frameworks that improved operational performance, ensured regulatory compliance, and minimized financial losses & error rates
- Developed talent pipelines through targeted skill-building initiatives, resulting in 8 of 11 internal promotions in 2024, strengthening leadership bench, and reducing recruitment costs
Mercats CityTraining & Quality Specialist
Jul. 2021 - Mar. 2023Barcelona, Catalonia, Spain- Adapted and scaled onboarding & training processes during 170% team growth in one year (from 20 to 54 people), enabling rapid upskilling of new hires and ensuring consistent performance despite accelerated timelines
- Designed and delivered operational training programs aligned with compliance standards, reducing errors and audit findings across the team
- Implemented quality assurance procedures, evaluation scorecards, and continuous development initiatives, improving accuracy and service consistency across the operational team
- Built and maintained a structured knowledge base and process documentation, enabling faster issue resolution and reducing dependency on subject matter experts
AMBAR SOLUCIONES SAFinancial Operator
Jun. 2020 - Jul. 2021Barcelona, Catalonia, Spain- Managed financial transactions, ensuring compliance with internal policies and regulatory requirements, while serving as the primary escalation point for the Customer Service team on client transaction inquiries
- Developed strong analytical and problem-solving skills in a fast-paced financial environment
CPM InternationalAirbnb Customer Experience Specialist
Sep. 2018 - Jun. 2020Barcelona Area, Spain- Providing high demand support for the Airbnb project to ensure policies, processes, training, call routing, and integration of legacy Airbnb procedures were implemented correctly by delivering excellent customer service that exceeded customer expectations on a regular basis;
- Driving results in all KPIs and increased average customer satisfaction by delivering consistent and clear communications, listening closely to each customer's needs, identifying their issues, troubleshooting and determining the best possible response and solution;
- Expanding company values by getting customers to move to a new product and encourage them to join Airbnb Experience community through dynamic and compelling new product presentations;
- Mentoring and guiding newbies managing quality assurance and ensuring all were trained in product knowledge and capable of performing assigned duties.
Stay Barcelona ApartmentsMarketing Manager
Mar. 2016 - May. 2017Barcelona Area, Spain- Developing and implementing effective marketing initiatives across online and offline channels by helping build solid relationships with clients and affiliate marketing implementation;
- Supporting marketing and sales efforts by using digital marketing tools;
- Developing a network of affiliate partners;
- Measuring & reporting marketing performance.
Freelance ServicesFreelance Marketing Consultant
Jul. 2015 - Jan. 2018Barcelona Area, Spain- Developing strategic marketing plans by creating and implementing E-commerce projects that helped small businesses and local brands to increase online sales and expand retail network outside Europe; - Increasing marketing effectiveness and presented new means for incremental revenue - Driving sales by using digital marketing campaigns and tools;
- Analyzing results and trends to guide future marketing decisions.
Only-apartmentsMarketing Intern (SEO specialist)
Feb. 2015 - Jun. 2016Barcelona Area, Spain- Conducting regular SEO analysis and analyzing results to optimize site content;
- Managing the team of 40+ translators;
- Translating content for the Russian market.
PANDORAPR Manager
Jul. 2013 - Oct. 2014Moscow, Russian Federation- Increasing public awareness through media and community outreach;
- Growing brand awareness and market share through strategic PR strategies;
- Managing press and VIP sample inventory.
PRPAccount Executive
Jul. 2012 - Jun. 2013Moscow, Russian Federation- Developing presentation materials and proposal letters for client acquisition; - Implementing annual public relations plans and product launch campaigns;
- Planning and managing events (press conferences, media tours, product launch)
- Handling newsroom coordination
- Conducting press-office research and development
PRPAssistant
Jun. 2011 - Jul. 2012Moscow, Russian Federation- Developing media communication - Preparing and analyzing media monitoring and activities reports
- Supporting media events and press-conferences
- Translating and creating marketing content - Initiating press-materials
Арсений-студияJunior Account Manager
May. 2010 - Jun. 2011Moscow, Russian Federation- Assessing individual customer account needs to define and present the best P.O.S. product and brand packages that matched their concept; - Creating and implementing market-specific pricing and promotional programs; creating goals and incentives to promote product volume;
- Managing the POS projects and distribution from concept to completion.
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