Hello, I'm Fernando.
Details
- Professional CategoryOperations, Logistics, Customer Support
- Location
- Years of Relevant Experience0-5 years
- Seniority LevelMid-Senior level
- Consulting Rate (Hourly)40
Headline
Versatile CX and Operations professional
Experience
CX and Operations Manager
Family in MusicApril 2021 - CurrentOPERATIONS AND PROCESS OPTIMISATION:
◦ Address music distribution-related issues and meet SLAs consistently.
◦ Lead process automation and AI implementation initiatives to reduce manual work and improve accuracy.
◦ Design, implement, and optimise processes for efficiency.
◦ Auditing and updating music metadata.
◦ Manage internal and external Knowledge Base.
◦ Implement feedback gathering and analysis procedures.
◦ Processing royalty statements in a regular basis.
CUSTOMER EXPERIENCE MANAGEMENT:
◦ Track and analyse customer experiences across channels, devices, and touchpoints.
◦ Identify customer needs and proactively ensure positive experiences.
◦ Deliver exceptional user support. Respond to customer queries in a timely and effective manner, meeting quality benchmarks.
◦ Align customer experience strategies with marketing initiatives and communicate new product features to customers.
COLLABORATION AND COMMUNICATION:
◦ Collaborate with product and marketing teams to enhance customer services and brand awareness.
◦ Manage cross-team internal communication flow to optimise efficiency.
◦ Document processes and technical issues.
MARKETING AND ENGAGEMENT:
◦ Manage the marketing communications funnel to optimise engagement.
◦ Implement global marketing campaigns.
◦ Nurture the user base through the creation of weekly newsletters and blog content.
Industry
- Technology, Information and Media
Specific Jurisdictions That I'm Qualified In or Can Cover
Finland
Spain
Language(s)
- English
- Spanish
I am interested in
- Professional / Business Networking
- Career Opportunities
- Providing Services based on my Expertise