Managed tools and content for the Customer Experience department, facilitating two CRM platform migrations with success. Designed conversation flow systems (NLP Chatbot, live-chat, e-mail, phone, etc.) for each market (DE, AT, NL, ES, & USA) and all customer segments of the company, applying UX research and iterative user-centered design process. Implemented automations that handled over 75% of customer interactions of our ticketing system, enhancing the efficiency of our service in creative ways. Leveraged data and technology to iterate in our systems (e.g. prompt fine- tunning, API integrations, bug-fixes.), showcasing technical expertise and attention to detail while taking data-driven decisions. Provided cross-departamental support to develop new features for our product, taking ownership and innovation at the forefront of every collaboration.

Provided B2C, B2B and Partner support in English and Spanish, specializing in customer experience for different customer segments. Contributed on the reduction of backlog for complex cross-operational issues, outstanding analytical skills. Assisted in the documentation of macros and help-center articles, adopting a multitasking and self-organized atittude.

Represented a direct link between the company and customers (B2C), focusing on customer experience for English and Spanish markets, demonstrating problem-solving abilities and customer-focused mindset. Managed customer tickets and calls using CRM tools, showcasing strong communication skills.