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Laura Mañes HeckLM

Laura Mañes Heck

Digital Operations & Customer Support DE/EN/FR/ES

€200/day
Alicante, ES
8-15 years

Average response time: 1 hour

Freelancer profile translated to English.
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About Laura

I help European companies manage digital operations and customer support efficiently, clearly, and with a focus on user experience.

I have over 10 years of experience in the healthcare sector, with the last few years working in digital environments, managing processes, tools, and communication flows with international patients and users.

I can support customer support and backoffice projects (email, tickets, digital portals), as well as digital operations, user onboarding, documentation, and process improvement, especially in sectors like health, insurance, and B2B services.

I work in multilingual environments (German, English, French, and Spanish), with a special focus on clear and professional written communication. I adapt quickly to new tools and collaborate autonomously and organizedly in remote teams.

I am looking for remote collaborations by the hour or for specific projects, where I can contribute structure, reliability, and a polished digital experience for both users and internal teams.
  • Spanish

    Native or bilingual

  • English

    Fluent

  • German

    Fluent

  • French

    Conversational

Remote only
Primarily works remotely

Experience

  • BAVIERA CLINIC
    QA TESTER- DIGITAL IMPLEMENTATION
    MEDICAL
    November 2020 - Today (5 years and 7 months)
    Alicante, Spain
    QA tester, Betatester, with experience in implementing projects in clinics in Spain, Germany and Italy, and customer service. I have participated in the UX research part of the digital project of the whole company. Targets achieved always on time, high degree of satisfaction of both employees and management.
    Customer Support (B2B / B2C) Digital Operations Digital Backoffice Healthcare Digital Experience Multilingual Communication (DE / EN / FR / ES)
  • BAVIERA CLINIC
    AUXILIARY NURSE
    January 2012 - January 2020 (8 years)
    Management of the Medical Director's consultations. Translation and assistance to German, English and French patients. Carrying out tests in various specialities and recruiting new patients. Telephone, personal and mail management, financing.
  • FERTILITY CLINIC
    INTERNATIONAL
    January 2008 - January 2012 (4 years)
    Comprehensive care for international patients.Translation for patients during consultations, end-to-end emotional support until the baby's first year of life, 24/7 email and telephone support for international patients.

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Education

  • UX/UI Design
    NUCLIO DIGITAL SCHOOL
    2025
    UX/UI Design
  • Intermediate vocational training, Business
    THE POWER BUSINESS SCHOOL
    2022
    Intermediate vocational training, Business

Skill set

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