Lino Peña
@linopea
Customer Success & Operations Specialist at Decathlon España, improving omnichannel customer support and retention in sports retail.
SpainWhat I'm looking for
At Decathlon España, I manage and resolve omnichannel B2C customer issues, helping improve retention and customer satisfaction.
I also use internal inventory, database, and ERP tools to analyze performance and sales, and coordinate commercial operations and process improvements.
At Securitas Direct, I managed the B2B and B2C sales cycle, negotiated with customers, and identified business opportunities. I used HubSpot and Salesforce for prospecting, pipeline follow-up, and contract closure.
Earlier, in Legal Consulting / Commercial Assistance, I drafted and reviewed commercial contracts, supported regulatory compliance, and coordinated institutional relationships and operational documentation. I hold a Master’s in Commercial Management and Sports Management from Universitat Pompeu Fabra (UPF), along with a Law degree and further study in information technology and databases.
Experience
Work history, roles, and key accomplishments
Responsable de Operaciones y Atención al Cliente
Decathlon España
Jan 2018 - Present (8 years 9 months)
Managed omnichannel B2C customer incidents, optimizing retention and satisfaction. Coordinated commercial operations, team training, and continuous improvement processes.
Especialista en Ventas B2B / B2C y Captación
Securitas Direct
Jan 2016 - Jan 2018 (2 years)
Managed the full sales cycle, B2B/B2C commercial negotiation, and identification of business opportunities. Used CRM tools for prospecting, pipeline tracking, and contract closing.
Asesor Legal y Gestión de Contratos
Consultoría Legal / Asistencia Mercantil
Jan 2012 - Jan 2016 (4 years)
Drafted and reviewed commercial contracts, ensured regulatory compliance, and provided corporate legal advice. Managed institutional relations and operational document coordination.
Education
Degrees, certifications, and relevant coursework
Universitat Pompeu Fabra
Máster, Dirección Comercial y Gestión Deportiva
Máster en Dirección Comercial y Gestión Deportiva from Universitat Pompeu Fabra.
Universitat Politècnica de Catalunya
Especialización, TIC y Gestión de Bases de Datos
Especialización en TIC y Gestión de Bases de Datos from Universitat Politècnica de Catalunya.
Universidad Santa María
Licenciatura, Derecho
Licenciatura en Derecho / Postgrado Mercantil from Universidad Santa María.
Universidad Central de Venezuela
Certificación, Locución y Capacitación Pedagógica
Certificación en Locución y Capacitación Pedagógica from Universidad Central de Venezuela.
Tech stack
Software and tools used professionally
Availability
Location
SpainAuthorized to work in
Salary expectations
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