● 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.