Jul 2022 – Apr 2023 · 9 mos · Barcelona, Catalonia, Spain · Remote

• Held end-to-end responsibility for complex Seller Partner cases involving accounts, payments, invoicing discrepancies, delivery-related documentation, compliance constraints, and policy-sensitive situations.
• Acted as a primary operational point of contact for Seller onboarding and account transitions, ensuring clarity, continuity, and alignment between partners and internal teams.
• Coordinated with multiple internal stakeholders (payments, logistics, performance, compliance) to resolve issues, manage escalations, and maintain service quality under strict SLAs.
• Analyzed recurring operational issues through systematic investigation of cases, processes, and data to identify root causes, surface process gaps, and share actionable insights to prevent recurrence.
• Worked daily within Amazon’s internal systems comparable to ERP/SAP environments, navigating multiple interdependent workflows, performing real-time updates, handling automated process steps, and switching across several interfaces to ensure data accuracy and traceability.
• Maintained a strong customer experience focus while balancing operational constraints, compliance requirements, and business impact.
• Tools & Systems: Amazon ERP-like systems, automated workflows, multi-interface operational platforms, Internal Knowledge Base tools.

Oct 2021 – Jul 2022 · 9 mos · Barcelona, Catalonia, Spain

• Led the identification and analysis of critical communication and workflow gaps between the client and internal support teams, impacting efficiency, accuracy, and customer experience.
• Drove the redesign of information flows, working closely with teammates to structure incoming client communications, and establish a clearer, more reliable operational framework.
• Contributed actively to the creation and maintenance of the Knowledge Base by defining, validating, and updating operational processes to ensure accuracy and consistency.
• Coordinated the communication of process updates and operational changes through multiple channels (Knowledge Base, internal tools, team meetings), ensuring alignment and adoption across teams.
• Identified recurring issues and patterns through customer feedback, team input, and systematic ticket analysis; grouped, classified, and prioritized issues using Zendesk.
• Acted as the operational liaison with the client’s Customer Service, Loyalty, 3PL, and third-party partners, participating in weekly meetings to review trends, progress, and improvement actions.
• Supported and mentored team members by clarifying processes, answering operational questions, and correcting deviations to reinforce quality, consistency, and autonomy.
• Handled Tier 2 and back-office cases when required, applying sound judgment to balance customer experience, operational constraints, and client expectations.
• Tools & Systems: Salesforce (CRM), Zendesk (ticketing, issue classification and analysis), ERP-adjacent environments including OMS/WMS, Microsoft Office tools for structured tracking, reporting, and internal documentation, Internal Knowledge Base systems.

Nov 2020 – Sep 2021 · 10 mos · Barcelona, Catalonia, Spain

• Investigated complex customer issues related to the full order lifecycle, conducting root-cause analysis.
• Developed deep, self-driven understanding of products, client-specific processes, and policies by researching internal documentation, client websites, team knowledge, and direct exchanges with client stakeholders.
• Operated effectively in high-pressure environments (Black Friday, Christmas), maintaining accuracy, responsiveness, and customer experience standards under sustained workload.
• Contributed to operational recovery efforts, helping reduce a backlog of ~8,000 unresolved cases within two months as part of a 15-person team.
• Demonstrated early process-awareness by identifying information and communication gaps impacting support quality, and proactively suggesting improvements later formalized at Tier 2 level.
• Built a strong operational and analytical foundation that led to progression into Back Office / Tier 2 responsibilities.
• Tools & Systems: Salesforce (CRM), Zendesk (ticketing), OMS/WMS environments, Stripe (payments/refunds), Internal Knowledge Base systems.

Jun 2018 – Sep 2019 · 1 yr 3 mos · Nouméa, New Caledonia · On-site

• Founded and operated an independent counseling practice, providing structured listening, guidance, and mediation to individuals and couples facing complex personal or professional situations.
• Supported clients through analytical questioning and reflective dialogue to clarify constraints, identify options, and support informed decision-making.
• Managed sensitive, high-trust relationships requiring judgment, discretion, emotional intelligence, and clear professional boundaries.
• Held full operational ownership of the activity, including client management, scheduling, administrative compliance, and basic accounting.
• Tools & Systems: Microsoft Office, Google Workspace, social media platforms for professional communication and visibility.

Aug 2017 – Jan 2018 · 5 mos · Nouméa, New Caledonia · On-site

• Designed and delivered structured training sessions for adult learners, supporting professional readiness in social and home-support contexts.
• Led group training and mentoring for diverse cohorts, including young adults resuming education and future caregivers pursuing certification.
• Coordinated session planning, learning objectives, and progression tracking, ensuring alignment between training content, certification requirements, and real-world field expectations.
• Facilitated practical workshops on communication, empathy, professional boundaries, and risk prevention using role-play and real-case scenarios.
• Tools & Systems: Microsoft Office (Word, Excel, PowerPoint) for session preparation, documentation, and presentations.

Apr 2017 – Sep 2020 · 3 yrs 5 mos · New Caledonia · On-site

• Designed and delivered structured learning programs aligned with institutional requirements, coordinating with academic staff to ensure consistency and effectiveness.
• Led and mentored teenagers in critical thinking, analytical reasoning, and oral/written expression, helping them build autonomy, judgment, and confidence.
• Monitored individual and group progress through evaluations and performance indicators, providing targeted feedback to support continuous improvement.
• Coordinated complementary initiatives beyond standard curricula (theater sessions, critical thinking workshops, transition to online courses during COVID), ensuring continuity and engagement.
• Tools & Systems: Microsoft Office, Google Workspace.

Jun 2016 – Sep 2016 · 3 mos · Nouméa, New Caledonia · On-site

• Acted as a central coordination point between beneficiaries (disabled children, elderly adults), families, caregivers, and management to ensure continuity, quality, and personalization of in-home support services.
• Collected, structured, and maintained comprehensive beneficiary records (medical data, specific needs, routines, preferences), translating human feedback into operationally usable information within internal systems.
• Used beneficiary feedback and observations to identify gaps in care delivery and improve support processes, contributing to more tailored, effective assistance.
• Coordinated caregiver operations by supporting shift scheduling, communicating frequent changes or urgencies, and ensuring caregivers had accurate, up-to-date information.
• Supported workforce operations for a team of ~15–20 caregivers, verifying task completion, relaying management instructions, and reinforcing consistency and quality standards.
• Organized and coordinated special projects such as holiday camps for disabled children, including caregiver assignment, preparation, on-site follow-up, and stakeholder communication.
• Participated in administrative operations including payroll preparation and reporting, ensuring accuracy and alignment between schedules, work performed, and compensation.
• Maintained a strong human-centered approach while balancing operational constraints, administrative requirements, and service quality.
• Tools & Systems: Microsoft Office (administrative tracking, reporting, documentation), internal care management software.

Jan 2010 – Nov 2015 · 5 yrs 10 mos · Hybrid

• Delivered projects and executed operational responsibilities across multiple countries, including Brazil, Dominican Republic, Mexico, United States, Italy, France, and French Polynesia, operating in multicultural and resource-constrained environments.
• Coordinated education, community, and social projects from planning to execution, including resource estimation, logistics, documentation, and stakeholder coordination.
• Managed day-to-day operations for community structures, covering administrative follow-up, basic accounting, reporting, scheduling, and process organization.
• Led and supported teams and groups across educational and social activities, including training, mentoring, facilitation, and public speaking engagements for audiences up to 500 people.
• Designed and delivered educational sessions, workshops, and conferences for diverse audiences, adapting content and approach to context and needs.
• Ensured continuity and quality of operations by formalizing practices, improving internal processes, and maintaining liaison between local teams and regional leadership.
• Tools & Systems: Microsoft Office (Word, Excel, PowerPoint, Publisher), email-based coordination, social media tools.

Oct 2002 – Apr 2005 · 2 yrs 6 mos · Switzerland · On-site

• Coordinated year-round guest services operations, including accommodation allocation, reception logistics, transportation, and on-site information delivery.
• Planned and executed large-scale annual events, managing guest reception for ~300 participants and coordinating security and logistics support for events with up to 3,000 attendees.
• Led and coordinated small teams responsible for room preparation, cleanliness, and dormitory organization, ensuring service quality and readiness.
• Analyzed feedback and historical data from previous editions to redesign reception workflows, improve guest orientation, and formalize clearer procedures.
• Documented lessons learned and updated standard operating practices to improve efficiency, consistency, and guest experience year over year.
• Tools & Systems: Microsoft Office (Word, Excel), internal documentation, on-site coordination tools.