Ana Canales Carril

Occasional collaboration (16 hours, March 2025) providing customer support via WhatsApp Business. I was responsible for guiding potential clients through the information and decision-making process for the CDT method training, a physical training system designed exclusively for dancers.

I was part of the Administration department, supporting the daily work of a growing digital business. My work focused on administrative management related to customer service (non-payments and collections) and internal processes, collaborating closely with other departments to make daily operations more efficient.

During this period, I worked with management and invoicing tools like Stripe, Holded, and Thrivecart. I supported the resolution of administrative issues and contributed to organizing work routines that facilitated more understandable service for both the customer and the team.

The relationship between administration and customer service was not new to me; at Mamis Digitales, I experienced it from the perspective of a digital business, using management tools that expanded my technical knowledge and way of working.

For two and a half years, I contributed to the growth of this community by organizing and professionalizing the customer service area.

My work focused on structuring service delivery by considering both technical and human aspects, without losing sight of what it means to belong to a community.

I coordinated an international team of up to five people during campaigns and launches, defining response criteria and a clear, shared way of working.

In addition to direct customer service management (email, WhatsApp Business, and social media), I worked on creating response procedures and templates aligned with Mamis Digitales' values, providing the team with clear references on tone, timing, and service delivery.

Key contributions:

- Coordination and support of a team of five people during high workload periods.

- Organization of service for a community of over 1,000 students annually.

- Definition of processes and criteria that reduced improvisation and improved response consistency.

- Implementation of tools (like Boards) and work routines that facilitated the team's internal organization.

This experience solidified my understanding of customer service: a strategic business pillar that requires structure, judgment, and care to be sustainable over time.