Freelancer profile translated to English.

Description

Currently dedicated body and soul to The Qstomer, my personal bet where I dedicate myself to what I am truly passionate about and what I have dedicated myself to for the last twenty years: training, customer experience, and service operations.

Now focused on project-based Training work, designing training plans, content, and customized workshops, and Customer Experience, which allows me to better adapt to the individual needs of each client to offer them the solution they really need for their business.

After several months of work, I am pleased to say that I have been certified by the Association for the Development of Customer Experience, which ratifies my knowledge and experience in this discipline and allows me to transfer that extra security and confidence to all projects.

Similarly, I continue to train in programs that keep me updated on new trends in patient relations, such as Izo's "Emotional Customer Service" or LaSalle's "Patient Experience" and "Customer Journey."

In addition, I have been certified as a professional in Employment Teaching by the State Employment Service.

Languages

Spanish
Native or bilingual
Catalan
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Madrid (up to 50km)

TheQstomer | Training and Contact center
Project Manager
EDUCATION AND E-LEARNING
January 2021 - Today (5 years and 5 months)
Madrid, Comunidad de Madrid, España
I'm taking the leap in my entrepreneurial adventure by focusing on the two business areas I like most, in which I have the most experience, and which I'm also good at: training and operations.

I have managed training projects associated with various sectors (insurance, logistics, food industry, healthcare, industry, public sector, etc.) for the improvement of customer service teams' skills, focused on enhancing customer experience.

I have already delivered over 300 hours of training on topics such as:

- Customer service and orientation
- Effective communication techniques
- Teamwork
- Collaborative work between teams
- Customer-centric philosophy
- Leadership, organization, and team management.
- Management of difficult customers
- Customer experience and satisfaction
- KPI monitoring and dashboard design
- Performance-oriented goal management

The projects have consisted of:

- Outbound campaign for commercial lead generation.
- Redesign and restructuring of the Customer Service team.
- Re-skilling of the Customer Service, Logistics, and Operations team after a company merger.
- Audit, analysis, and design of protocols and action plans for the Customer Service team.
- Training and advisory sessions for middle managers.
- Training for Customer Service teams to ensure the delivery of the defined brand experience to customers.
- Design of the customer experience to be delivered based on brand promises.
E-learning Training Team Management Project Management Recruitment Customer Journey
VLE Solutions Esp
Selection and Training Manager
EDUCATION AND E-LEARNING
September 2019 - December 2020 (1 year and 3 months)
Madrid, Comunidad de Madrid, España
Co-founder of VLE Solutions, a company dedicated to the contact center and training sector, developing commercial and economic proposals for potential clients, as well as selection and training of the work team.
Training Facebook Marketing Google AdWords Recruitment Human Resources Communication Strategy Digital Communication
Vodafone
Specialist Model & Design - Training
EDUCATION AND E-LEARNING
September 2017 - April 2019 (1 year and 7 months)
Madrid, Comunidad de Madrid, España
During this time, I returned to my role in training management, working on projects and designing and delivering several training programs.

One of the projects was the continuous training program for customer service teams where, based on the quality and resolution results reflected in customer surveys, areas for improvement for different profiles were identified, and training was designed and delivered, both in-person and via videoconference.

Another project was the design of the onboarding training in two scenarios: for new team members joining from other areas and for new hires from outside the company. This program was replicated for both internal teams and subcontracted teams in Spain and Latin America, successfully reducing the learning curve.

The last project was the design and delivery of content for a new service model, dedicated to top clients, with the objective of offering a differential service by enhancing quality, first-contact resolution, and customer recommendation, achieving indicators that doubled the qualitative values of these clients.

During this period, over 2000 hours of training were delivered, including in-person and distance learning, on topics such as:

Social media communication
Sales and customer retention techniques
Digital content design
Orientation for new managers on team management
High-performance teams
Customer-oriented team leadership
Office Suite with Google
Excel for reporting management
KPI analysis and monitoring
Power Point: impactful presentations
Effective and efficient presentations
Training E-learning Team Management Digital Communication Iseazzy Microsoft Office Adobe InDesign Adobe Captivate SAP BusinessObjects