Alba Griñan
Barcelona
Summary
Innovative, creative, and professional individual specializing in customer management, with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills.
Overview
11
11
years of professional experience
Work History
Family-Owned Business
Growth
06.2023 - Current
- Responsible for business growth
- Strategies to increase the company's capital
- Short and medium-term investments for foreign investments in the U.S Stock market
- Responsible for managing supplier accounts.
Customer Success Specialist
DOCTORALIA
10.2022 - 04.2023
- Successfully management a portfolio of 120 accounts and 20 integrations.
- Expertise in the entire customer success cycle: onboarding (training), farming, and retention/churn in a SaaS environment
- Demonstrated proficiency in communication and negotiation, strengthening the ability to establish trusted and collaborative relationships with clients
- Lead regular meetings with customers to build and nurture strong relationships
- Generate expansion revenue through upsells and crosssells
- Collect feedback from our customers to collaborate effectively with our product and marketing teams
- Attained current objectives related to service activation, tool utilization, and NPS within the assigned portfolio
- Developed strategies to increase customer satisfaction and loyalty.
- Educated customers on best practices for using company's products and services.
- Developed client relationships through proactive outreach, regular check-ins, and continued follow-up.
- Resolved customer inquiries in a timely manner while maintaining an exceptional level of service.
- Analyzed usage data to detect trends and identify opportunities for upselling and cross-selling products and services.
- Maintained accurate records of customer accounts using CRM software.
- Assisted customers with onboarding processes to ensure understanding of the product features and capabilities.
Customer Success Specialist
YOUR NEW SELF
11.2021 - 10.2022
- B2C Convert users into patients by scheduling appointments with doctors and delivering quality information
- Support users on the portal, helping them find suitable doctors and treatments through various channels (chat, email, CRM)
- Proficient in identifying and understanding the user's customer journey.
- Answered customer inquiries and provided accurate information regarding treatments.
- Developed positive relationships with customers through friendly interactions.
- Resolved customer complaints promptly and efficiently.
- Conducted regular follow-up calls with customers after resolving their issues.
- Answered inbound calls, chats and emails to facilitate customer service.
Yoga teacher
A3 ESTUDI - Customized Yoga Experiences
- 12.2022
- Cultivated an environment conducive to learning by creating a welcoming atmosphere in the studio space.
- Developed and taught yoga classes to students of all ages and levels, emphasizing proper breathing techniques, body alignment, and meditation.
Administration- Accountant- Office Manager
FROTCOM SaaS
05.2017 - 05.2019
- Multifunctional role: Managing and overseeing all billing and direct debit collections
- Treasury and finance responsibilities
- Interacted with both B2B and B2C clients
- Developed sales strategies for the B2B channel.
- Organized meetings between executives and outside vendors or clients.
- Developed and implemented administrative procedures to maximize efficiency.
- Greeted visitors and provided assistance as needed.
- Answered incoming calls and directed them appropriately.
Fundraiser
ACNUR
02.2016 - 08.2017
- Team management and coodination
- Fundraising and partnership acquisition for the organization
- Raising awareness in society about causes
- Promoting UNHCR projects for the people under its care.
Adminstration/sales/B2C
GDH CONSULTING INMOBILIARIO
09.2017 - 05.2017
- Office administration (phone calls, emails, etc.)
- Continuous communication and interaction with clients
- Direct attention and management of sales teams
- Social media management
- Maintained accurate records of customer interactions using CRM software tools.
Office Services - Junior Accountant
VF COROPORATION
04.2013 - 06.2015
- Managed daily bookkeeping functions with attention to accounts receivable, accounts payable, banking reconciliation and disbursements.
- Supervised stores collections (Vans, The North Face, Eastpak, Kipling etc)
- Supervised stores collections (Vans, The North Face, Eastpak, Kipling etc)
- Received and recorded cash, checks and transfers.
Education
Bachelor's Degree in Business Administration
IQS - Ramón Llull
Barcelona06-2012
Erasmus - Università di Bologna
Ashtanga Yoga (200h)
Skills
- Excellent communication skills
- Strong attention to detail
- Proactive with a desire to learn
- Communicative and empathetic
- Customer Relations/Service and Retention
- Sales experience, deal closure, and phone support
- Analytical Thinking
- Issue Resolution
- Decision-Making
Hobbies and Interests
- Photography
- Traveling: Europe (multiple countries), Thailand, India, Pakistan, Philippines, Brazil, Mexico, Panama, Costa Rica, Morocco, Canada, USA
- Lived in Italy for 4 months and Canada for 6 months
- Spending quality time with friends
- Well-being activities and personal growth
- Trying new restaurants
- Love dancing Cuban salsa
- Connecting with people from different countries and backgrounds
Technology skills
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Project Management Tools: Jira, Trello
- CRM Software: Salesforce, Hubspot, Gainsight, Hays
- Online Meeting Platforms: Meets, Zoom
- Social Media, Chatgpt
Languages
Spanish - Native
Catalan - Native
English - Fluent
Italian - Basic
French - A1 EOI Guinardo
Timeline
Family-Owned Business
Growth
06.2023 - Current
Customer Success Specialist
DOCTORALIA
10.2022 - 04.2023
Customer Success Specialist
YOUR NEW SELF
11.2021 - 10.2022
Adminstration/sales/B2C
GDH CONSULTING INMOBILIARIO
09.2017 - 05.2017
Administration- Accountant- Office Manager
FROTCOM SaaS
05.2017 - 05.2019
Fundraiser
ACNUR
02.2016 - 08.2017
Office Services - Junior Accountant
VF COROPORATION
04.2013 - 06.2015
Yoga teacher
A3 ESTUDI - Customized Yoga Experiences
- 12.2022
Bachelor's Degree in Business Administration
IQS - Ramón Llull
Erasmus - Università di Bologna
Ashtanga Yoga (200h)
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