Freelancer profile translated to English.
Back to original languageAbout Blanca
With over 8 years of experience driving efficiency and quality in the retail, logistics, customer service, and administration sectors, I have developed a comprehensive vision that allows me to achieve objectives effectively and foster strong professional relationships with clients. My ability to quickly identify client needs has been key in generating business opportunities, contributing to the company's success.
I am highly proactive, organized, and adaptable, with proven skills in simultaneously managing multiple projects, prioritizing critical tasks to ensure their successful execution. My motivation and focus on continuous improvement have allowed me to acquire new knowledge and adapt to diverse environments.
I have solid commercial experience in both B2B and B2C operations, both nationally and internationally. I have always met established objectives, working closely with management and reporting directly to the company's director and CEO.
Spanish
Native or bilingual
English
Fluent
French
Conversational
Can work on-site
Barcelona (up to 50km)
Experience
- FerrerCustomer experience managerHEALTH AND WELLNESSJanuary 2024 - Today (2 years and 7 months)Barcelona, Spain**Definition of Strategic KPIs**: I established and managed key indicators to measure the success of the customer relationship plan, ensuring constant monitoring aligned with company objectives.**Design of Innovative Solutions**: I led the development of creative solutions to improve the experience of clients, partners, and patients, driving their satisfaction and loyalty.**Support to Local Teams**: I provided support to CX teams in LATAM, Portugal, Germany, Austria, and the Czech Republic, facilitating continuous improvements in their processes and alignment with global strategies.**Management of the VoC Platform (Medallia)**: I managed the Voice of the Customer platform, extracting key insights and promoting improvement actions that optimized the customer experience.**Analysis of CX Programs**: I conducted periodic analyses on the health of CX programs, identifying critical areas for their optimization and evolution.**Creation of Customer Journeys**: I designed and monitored customer journeys, driving corrective actions to continuously improve the customer experience.**Coordination with Medallia**: I was the point of contact between Ferrer and Medallia, ensuring the correct implementation and evolution of the VoC platform, as well as facilitating training on new functionalities.**Support to the Global CX Lead**: I collaborated with the global team in identifying areas for improvement, preparing reports and insights, and monitoring initiatives at both global and local levels.**Management of CX Programs**: I supervised the execution of global and local programs, driving their maturity and alignment with company standards.
- FloraqueenCustomer Experience ManagerE-COMMERCENovember 2022 - Today (3 years and 9 months)Barcelona, SpainDirectly manage and supervise the Florist Care and CS team, as well as provide training, conduct interviews, monitor daily tasks, and report to the COO and CEO.Promote the vision of Customer Centricity within the organization.Negotiate with local florists and sign agreements between florists and Floraqueen to ensure a fixed price per market and established product quality.Identify user and client needs, validating problems and discovering insights to create a relevant, viable, and innovative customer experience, aligned with Floraqueen's purpose.Improve processes to resolve daily doubts and problems of florists to ensure a seamless order confirmation process, improving KPIs such as refunds and price increases by 20%.Improve the service satisfaction rate to facilitate organic growth. (Main KPI: satisfaction rate from 30% to 60%).Identification of key metrics and ownership of efficient customer service reports.Work with product managers, UX, product, and IT to define projects and objectives, creating a great customer experience that increases retention.Lead, motivate, and inspire a team of 14 people to move in the same direction and achieve established goals.Supervise and analyze support KPIs to identify areas for improvement and develop action plans to address them.Serve as the main liaison between the brand, marketing, and IT to ensure alignment of strategies regarding customer experience.
- Be.GreenOperations and customer success managerE-COMMERCEMay 2019 - October 2022 (3 years and 6 months)Barcelona, SpainRESPONSIBILITIES• Coordinate all customer inquiries via email, air call, or chat.• Provide customers with all information about their orders, shipments, and issues.• Weekly/monthly reporting; KPIs on the most relevant data in the Customer Service Department. • Responsible for quality processes and standards in the department in 3 countries: France, Italy, and Spain.ACHIEVEMENTS• Improvements in transport incident control and providing all necessary information to customs so that orders arrive within the estimated period, achieving 90% of orders arriving on time.• Implementation of improvements in the customer information process and shipping operations. As well as having improved the connection between different departments: customer service, logistics, and stock management.• Improvements in stock management on the website. Reducing NO STOCK incidents in national and international orders by 60%.• Development and implementation of strategies to increase sales (promotions, prices, content, etc.), achieving a 30% increase in sales in the last quarter.• Improvement in the efficiency of processes within the Customer Service and logistics department to obtain information, thus improving the department's efficiency. Daily tickets responded increased by 50%.
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Education
- Law DegreeCunef2016
- Styling CourseIED2006
Certifications
- Master in Fashion Business ManagementLCI2019