Curriculum vitae

Customer Success Manager & Project Manager

AirFi · The Hague, Netherlands

Jun 2024 — Present

• Portfolio of 10–15 airline accounts (~$1M+ ARR): satisfaction, renewals, upsell, and transitional coverage for customers awaiting permanent CSMs.
• End-to-end rollouts of inflight digital solutions (LEO connectivity and installed IFE), coordinating internal teams and service providers on time and on budget.
• Primary contact for third-party vendors; aligned integrations and timely inflight content delivery.
• Owned and improved content-management processes — validating changes and contributing to scalable workflows for delivery and licensing (less manual work, SLA compliance).
• Primary escalation point for technical and operational issues; protected continuity and trust.
• Retained beyond initial maternity cover for performance, customer feedback, and delivery in a fast-paced startup.

Claims Manager

YEGO · Barcelona, Spain

May 2022 — Jun 2024

• Promoted to lead YEGO’s first claims management process for the French market — built the function from scratch with scalable handling of vehicle-related incidents.
• End-to-end claims from intake to settlement; main liaison for insurers, third parties, and customers.
• Designed workflows, documentation, and reporting where none existed; trained Support and Operations on claims, tools, and risk.
• Improved fraud detection and resolution times; fed recurring issues and feedback into product improvements.

Customer Support Specialist — Process & Training Lead

YEGO · Barcelona, Spain

Dec 2021 — Dec 2022

• First weekend agent for the French market; full-time as Paris operations scaled — multilingual support (French, Spanish, Catalan, English) via chat and email.
• Owned complex escalations, templates, macros, and automation to shorten response times.
• Advocated for customers with Product and Management; mentored new hires and helped recruit and onboard 3 CS teammates with training plans.

Educational Programs & Client Success Coordinator

MagmaCultura · Barcelona, Spain

Jan 2020 — Dec 2021

• Reservations and client service for CaixaForum and CosmoCaixa educational programs — inquiries, scheduling, invoicing, payments.
• Outreach and email marketing; CRM upkeep and reporting on bookings, sales, and campaigns.
• Coordinated educators, museum teams, and providers for smooth program delivery.

Sales & Marketing Intern

Casa de les Punxes · Barcelona, Spain

Jun 2019 — Jan 2020

• Group and school bookings: quotes, logistics with operations, visitor experience.
• Sales outreach to schools and agencies; updated commercial materials; feedback loops on programming.
• Represented the institution at the London Tourism Workshop (LTW).

Retail — Assistant Store Manager & Sales Associate

Typographia · Barcelona, Spain

Sep 2015 — Sep 2017

• Assistant Store Manager: operations, inventory, team development, and customer experience to hit sales targets.
• Sales Associate: product knowledge, floor service, and revenue growth for a crafted apparel line.

Front End Development

CodeOp · Jun 2022 – Oct 2022

Master’s — Digital Marketing, Business and Economics

Universitat Oberta de Catalunya (UOC) · 2020 – 2021

Bachelor’s — Humanities and Cultural Studies

Universitat Oberta de Catalunya (UOC) · 2016 – 2020

Français Langue Étrangère (FLE)

Université de Haute-Alsace · 2014 – 2015

Bachelor’s — Business Administration and Management

Universitat Pompeu Fabra (UPF) · Sep 2012 – Jun 2014