Professional Experience
All Companies
TheSoul Publishing
TELUS International
Women In Games
Creator Services Manager
TheSoul Publishing
Managing a portfolio of 75+ active clients from onboarding to offboarding, ensuring personalized service delivery that aligns with each creator's unique content strategy and business goals:
- Implemented a data-driven onboarding system that reduced time-to-value by 30% for new creators
- Developed standardized client service procedures resulting in 25% increased operational efficiency
- Engineered growth strategies that expanded service offerings into 3 new markets
- Created client performance dashboards that identified $450K in upsell opportunities
- Led strategic partnership negotiations with MediaCube and Underscore Talent, resulting in 6-figure agreements
- Built strong relationship management protocols that enhanced client retention rates across all service tiers
Customer Service Assistant Supervisor
TELUS International Europe
Responsible for the performance and oversight of regional support teams across Spain, Latin America, and Brazil:
- Led comprehensive analysis of team KPIs, delivering actionable insights that improved customer satisfaction by 18%
- Implemented ITIL-aligned process improvements that increased ticket resolution efficiency by 22%
- Restructured Discord and social media support operations, leading to higher community engagement metrics
- Designed and deployed agent development programs focused on technical skill progression and service delivery excellence
- Collaborated with cross-functional teams to optimize customer support workflows, reducing redundancies by 35%
Customer Service Team Lead
TELUS International Europe
Led a team of 25 agents supporting Spanish-speaking players for Riot Games:
- Redesigned workflow processes resulting in 35% increase in first-contact resolution rate
- Implemented structured coaching methodology that improved CSAT scores from 85% to 92%
- Built comprehensive knowledge base that reduced average handle time by 40%
- Developed team incentive program that decreased agent turnover by 27%
- Coordinated service delivery during major game launches and events, ensuring consistent support quality during 300% volume increases
Player Support Specialist
TELUS International Europe
Provided technical and account-related support to players for League of Legends and VALORANT:
- Maintained customer satisfaction rating consistently above 90%, earning recognition for service excellence
- Analyzed player feedback patterns to develop efficient response templates for common issues
- Resolved technical tickets at first contact with 95% accuracy rate
- Contributed solutions to knowledge base that improved team-wide resolution times
Community Manager
Women In Games
Built and managed strategic relationships with key stakeholders in the gaming industry to drive advocacy and recognition for women game developers:
- Developed and executed strategic content calendar across multiple platforms, resulting in 40% increase in community engagement
- Established partnerships with 15+ industry leaders to create professional development opportunities for members
- Designed targeted outreach campaigns that grew membership by 35% and expanded organization's influence
- Created analytics framework to measure content performance and inform future community engagement strategies
- Managed event promotion and communications for workshops and webinars, consistently exceeding attendance targets by 25%
Education & Skills
Education
Bachelor in Philosophy
Universitat de València
Google Digital Marketing & E-commerce
Coursera Certification
Google Project Management
Coursera Certification
Core Skills
Account Management
Client Onboarding
Strategic Partnerships
Relationship Building
Performance Analysis
Project Management
Team Leadership
Process Optimization
Digital Marketing
Content Strategy
Data Visualization
Client Retention
Languages
English (Fluent)
Spanish (Native)
Catalan (Upper Intermediate)
French (Conversational)