Open to opportunities

Marta Fernández Lorenzo

@martafernndezlorenzo

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Multilingual Customer Operations Specialist with a focus on quality assurance.

Spain

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What I'm looking for

I am looking for a role that values customer experience, offers growth opportunities, and fosters a collaborative culture.

I am a multilingual Customer Operations Specialist with over four years of experience in quality assurance, customer support, and technical issue resolution. My career has been dedicated to enhancing customer experience in fast-paced, multicultural environments. I excel in managing customer relationships and improving processes through data-driven insights, ensuring that I deliver tailored solutions that meet diverse needs.

In my role as a Quality Assurance Analyst at Teleperformance Greece, I coordinated a team of ten, focusing on achieving key performance indicators (KPIs) and driving service excellence. I utilized Lean Six Sigma methodologies to analyze performance data, identify inefficiencies, and propose actionable improvements. My commitment to fostering a collaborative environment has allowed me to actively participate in cross-functional feedback loops, ensuring alignment across various teams.

My previous experience as a Customer Support Representative has equipped me with the skills to provide technical assistance and support for a leading digital banking platform. I am passionate about using my analytical skills to enhance customer experiences and contribute to innovative, tech-driven companies.

Experience

Work history, roles, and key accomplishments

Quality Assurance Analyst

Teleperformance Greece

Jan 2022 - Mar 2025 (3 years 2 months)

Coordinated and supervised customer support interactions for a team of 10, ensuring KPI achievement. Monitored performance quality, conducted coaching sessions, and led data analysis using Lean Six Sigma. Created performance reports and participated in cross-functional feedback loops for process optimization.

Quality Assurance KPI Analysis Six Sigma Data Analysis Coaching Performance Monitoring Reporting Tools

Customer Support Representative

Teleperformance Greece

Aug 2020 - Jan 2022 (1 year 5 months)

Provided customer support and technical assistance in English and Spanish for a digital banking platform. Identified issues, coached customers, and assisted in fraud detection. Collaborated with internal teams to resolve complex issues while adhering to company policies.

Customer Support Fraud Detection Problem Solving Communication CRM Tools Team Collaboration

Travel Planner

Ant Events

Dec 2017 - Mar 2020 (2 years 3 months)

Designed personalized travel itineraries for clients, specializing in M.I.C.E. and F.I.T. segments. Managed logistics and client communications, resolving issues efficiently and delivering culturally tailored experiences.

Client Management Event Coordination Problem Solving Communication Project Management Logistics

3D Modeller

Moptil

Jan 2018 - Jul 2018 (6 months)

Created 3D models for monument reconstruction and graphic content. Conducted research in history, archaeology, and ancient Greek art.

3D Modeling Graphic Design Research Monument Reconstruction

ÁA

Intern Architect

Álvarez y Bezares Arquitectos

Nov 2014 - May 2016 (1 year 6 months)

Worked on retail, residential, and mixed-use projects, contributing to all design phases from conceptual design to construction documentation.

Team Collaboration

Intern Architect

Einida Arquitectura

Oct 2012 - Jun 2014 (1 year 8 months)

Assisted in small and medium-scale projects, producing construction drawings including architectural and electrical plans.

Construction Plans

Education

Degrees, certifications, and relevant coursework

ETSAV (Higher Technical School of Architecture of Valladolid, University of Valladolid)

Master's Degree in Architecture, Architecture

2005 - 2017

Completed a Master's degree in Architecture, focusing on various aspects of architectural design and construction documentation. The program included extensive training in design methodologies and project management.

National Technical University of Athens

Erasmus Exchange Program, Architecture

2010 - 2011

Participated in an Erasmus exchange program, enhancing architectural knowledge and gaining international experience in design and cultural perspectives.