Senior Support Engineer

Chromatic (www.chromatic.com) is a SaaS company that offers a tool for developers to test their product's UI. Storybook (www.storybook.js.org) is our open-source library for building and testing design systems.

I provide technical support to clients, helping them troubleshoot issues and optimize their use of our testing tools. I collaborate closely with development teams to address product enhancements and ensure a seamless user experience and fasten customers' development process. My role involve platform debugging, UI testing, interaction testing, code reviews and others.

User Happiness Manager

Remote (www.remote.com) helps companies of all sizes employ full-time workers and contractors globally, handling international payroll, benefits, taxes, and compliance across multiple countries.

I served as the primary point of contact for clients and their employees, guided them through the onboarding process, ensuring a seamless transition for new hires. Managed payroll inquiries, facilitating accurate and timely compensation for employees while addressing compliance with local regulations. During offboarding, I ensured that all necessary procedures were followed, including final pay and benefits administration. My role involved coordinating with internal teams to resolve any issues efficiently.

Customer Success Advisor

Remo (www.remo.co) is a video-first virtual space for virtual meetings, conferences, and distributed teams that fosters real-time collaboration and strengthens company culture.

I led client onboarding, technical implementation and training to ensure they achieved their desired outcomes. I built strong relationships through regular engagement and provided troubleshooting support. I identified growth opportunities by analyzing usage data and facilitated upselling of features. Additionally, I collected client feedback for product improvement and assisted in planning and executing virtual events to maximize client success and satisfaction.

Country Manager Spain & LATAM

Joom (www.joom.com) is one of the fastest-growing international e-commerce platforms, with a mission to enable people worldwide to buy anything at the best possible prices.

I was responsible for developing and implementing a comprehensive market strategy, partnering with Sales, Logistics,Marketing, Support, and other teams. I oversaw day-to-day operations, which included managing supply chain logistics, inventory management, and ensuring that the e-commerce platform ran smoothly.

MA in Innovation in Customer Experience

Universidad Internacional de La Rioja

This program is equipping me with the tools and strategies necessary to enhance customer interactions and satisfaction in a competitive marketplace. I am learning about the critical role of effective communication, brand management, and innovative practices in delivering outstanding customer service. Through coursework on customer journey mapping and data analytics, I am gaining valuable insights into emerging trends in consumer behavior, which will enable me to create and implement strategies that boost customer engagement.

Evaluation, Analysis, and Improvement Strategy of the Student Portal of the International University of La Rioja (UNIR).

MA in History and Mass Media Studies

People’s Friendship University of Russia

I learned to combine historical analysis with the study of media's impact on public perception and discourse. This interdisciplinary program allowed me to investigate how mass media shapes historical interpretation and public memory. I engaged in critical analyses of historical texts and contemporary media, developing my research skills and understanding of media theory.

BRICS in Latin American Print Media (2001-2016).

BA in History

People’s Friendship University of Russia

This degree provided me with a deep understanding of historical events, processes, and methodologies. Throughout my studies, I explored a wide range of topics, from ancient civilizations to modern history and significant cultural movements. This experience honed my critical thinking, research, and analytical skills as I examined primary sources and engaged with different interpretations of historical events. My main focus was Ancient History and Archaeology.

Cultural Policy of Pisistratus and the Pisistratids in Athens 560-510 BC.

Estrategia para Mejorar la Experiencia del Empleado

Para mejorar la experiencia del empleado, es crucial combinar datos operativos (O) y de percepción (X) para identificar áreas de mejora, asegurar el apoyo de la alta dirección para conectar la experiencia con el ROI, y escuchar continuamente el feedback de los empleados. Invertir en un entorno laboral cómodo y herramientas adecuadas mejora la satisfacción, mientras que medir regularmente el compromiso a través de encuestas permite monitorear el ambiente laboral y la lealtad, reduciendo la rotación y aumentando la productividad.

¿Cómo planificar y asegurar una Experiencia de Cliente de calidad?

Para asegurar una experiencia de cliente de calidad, es esencial diferenciar entre CX (experiencia del cliente) y UX (experiencia de usuario), enfocándose en todas las interacciones de un cliente con la marca. La gestión de CX incluye componentes como la accesibilidad, personalización, facilidad de compra y flexibilidad en los canales. Es crucial comprender a la audiencia objetivo, crear una conexión emocional, y establecer una visión clara de los valores de la marca. Todos los empleados deben estar involucrados en la gestión de CX, y la experiencia debe medirse constantemente a través de indicadores clave como NPS, CSAT y CES.

¿Qué es la Experiencia del Empleado y por qué es importante para el CX?

La experiencia del empleado (EX) es crucial para mejorar la experiencia del cliente (CX), ya que un equipo comprometido y motivado impacta directamente en la calidad del servicio. EX abarca todas las etapas de la relación del empleado con la empresa, desde la contratación hasta la salida. Invertir en EX aumenta la competitividad, retiene talentos, y mejora la productividad. Además, el concepto de "Total Experience" combina CX y EX para lograr un éxito empresarial sostenible, donde empleados satisfechos crean mejores experiencias para los clientes. Esto reduce la rotación y aumenta las ganancias.