"Results-driven content writer and Customer Experience consultant with a versatile professional background in both content creation and leading customer service teams. Specialized in creating impactful content for non-profit organizations, advertising agencies, and culture & leisure magazines. Passionate about using storytelling to inspire change, drive engagement, and promote meaningful causes. Experienced in crafting compelling articles, blog posts, and social media content that resonate with diverse audiences. Adept at applying customer-centric strategies to enhance brand experiences and optimize customer satisfaction. Seeking opportunities to leverage my combined expertise in content creation and Customer Experience to drive exceptional results for organizations."
Hi, I’m
Clara Boada
Barcelona
Summary
Overview
17
years of professional experience
Work History
Self-employedAmsterdam
Content Writer and Translator
09.2021 - Current
Job overview
- Results-driven content writer specializing in creating impactful content for non-profit organizations, advertising agencies, and culture & leisure magazines.
- Applied strong writing, editing, and proofreading abilities to each assignment, consistently delivering high-quality content.
- Produced original keyword-rich content while adhering to branding guidelines and implementing SEO best practices.
- Ensured the accuracy of information, data, and references in written content to maintain credibility and reliability.
- Accompanied articles with relevant visuals, such as photos or graphics, to enhance the overall reader experience.
- Actively participated in brainstorming sessions, conducted research, and contributed content ideas that resonated with the target audience.
- Created and edited consumer-facing content for various marketing materials, maintaining a consistent brand voice.
- Collaborated with other writers on specific art and multimedia projects, fostering creativity and synergy.
- Demonstrated the ability to handle time-sensitive writing assignments on short notice and consistently met deadlines.
LEMONAID & CHARITEABarcelona
Country Manager
01.2018 - 01.2021
Job overview
- Managed all operations of Lemonaid & Charitea in Spain, ensuring effective brand strategy implementation and maintaining brand consistency.
- Conducted thorough research of the country or region to adapt strategies accordingly.
- Owned and managed social media channels, press releases, and content creation for Lemonaid & Charitea in Spain.
- Acted as a brand ambassador and spokesperson for Lemonaid & Charitea Foundation projects, fostering partnerships with Innovation Hubs and Universities.
- Organized events, including music and art festivals, while actively seeking meaningful partnerships.
- Collaborated with head office to prepare quarterly/annual reports.
- Oversaw recruitment, vetting, and training of new staff.
- Monitored performance at all levels and scheduled necessary training.
- Built strong professional relationships with staff and clients to uphold the organization's positive image.
UNDER ARMOURAmsterdam
Merchandising and Content Analyst
12.2015 - 01.2018
Job overview
- Played a key role in managing and optimizing content for underarmour.com European webshop and mobile app.
- Oversaw content management, onsite search setup, performance reporting, and search result optimization for all Under Armour European sites.
- Monitored search behavior and trends to enhance the search experience and improve user satisfaction.
- Planned, tested, and refined product listings, sorting, site search, navigation, and product categorization.
- Collaborated closely with e-commerce demand planners to create the seasonal onsite calendar for the Under Armour collection.
- Implemented a strategic product recommendation strategy for each season to drive customer engagement and sales.
- Analyzed trade and customer journeys to identify merchandising opportunities and enhance the customer experience.
- Led the AB Testing Team, continuously improving onsite features and customer experience through collaboration with the development team.
- Monitored product sales and stock levels, strategically optimizing product merchandising to increase sell-through rates for products and categories.
- Leveraged expertise in merchandising, content analysis, and customer experience optimization to contribute to the growth and success of the underarmour.com European webshop and mobile app.
CURVATUREAmsterdam
Sales Support Manager
01.2014 - 12.2015
Job overview
- Played a crucial role in driving sales operations and ensuring efficient order management processes.
- Created opportunities in Salesforce, providing accurate quotes to customers while aligning with GP goals and Sales Policies.
- Served as the International Liaison for the US and Singapore, facilitating seamless communication and coordination.
- Oversaw the entire order management process for the South European Sales team.
- Meticulously synchronized quotes from Salesforce to Oracle and efficiently managed vendor purchasing, ensuring prompt delivery of goods to customers.
- Expertly handled RMA (Return Merchandise Authorization) procedures and service tickets, resolving customer issues and ensuring satisfaction.
- Managed all customer requests and escalations, demonstrating dedication to exceptional customer support.
- Streamlined sales operations, optimized order management, and delivered outstanding customer service.
- Overall, my contributions as a Sales Support and Order Management Coordinator at Curvature involved streamlining sales operations, optimizing order management, and delivering outstanding customer service."
NIKEHilversum
Customer Experience Specialist
01.2013 - 12.2013
Job overview
- Played a pivotal role as a Customer Experience Lead, ensuring outstanding service and satisfaction for NIKE's e-commerce platform.
- Developed and executed strategies to optimize the customer journey, enhancing the overall experience across multiple touchpoints.
- Led a team of customer service professionals, providing guidance, support, and ongoing training to deliver exceptional service.
- Monitored customer interactions and feedback, leveraging insights to identify areas for improvement and drive enhancements.
- Collaborated cross-functionally to implement customer-centric initiatives and elevate the NIKE brand experience.
- Utilized customer data and insights to identify trends, preferences, and pain points, informing strategic decision-making.
- Championed effective communication and resolution processes for customer inquiries, issues, and escalations.
- Actively contributed to consumer content creation, crafting engaging and compelling materials for NIKE's e-commerce platform.
- Maintained customer service policies, procedures, and guidelines, upholding the highest standards of service excellence.
- Ensured adherence to service level agreements and key performance indicators, consistently exceeding customer expectations.
- Acted as a brand ambassador, embodying NIKE's values and fostering a culture of exceptional customer service.
TRAVIX, INTERNATIONAL B.VAmsterdam
Customer Experience Team Lead
01.2012 - 12.2012
Job overview
- Maximized operational performance by providing help desk resources, technical advice, and problem resolution.
- Led the Resolutions Department, handling escalations and ensuring effective resolutions.
- Managed Online Reputation Management and Word of Mouth initiatives to maintain a positive brand image.
- Designed and implemented customer service manual, procedures, and key performance indicators (KPIs) for individual agent performance, response time, resolution time, and contact volume by channel.
- Acted as the Product Owner for Customer Engagement, overseeing touchpoints beyond the booking funnel (e.g., retargeting emails, membership programs, wish-lists).
- Collaborated with design and development teams to implement and optimize site changes through testing, web analytics, and user behavior analysis.
- Liaised with developers, other Product Owners, and teams to successfully implement projects.
- Collected and analyzed quantitative and qualitative customer data to provide insights to the Executive Board for optimizing the customer experience.
- Assisted in aligning the Customer Service Team with Easytobook.com's global strategy, collaborating with Business Intelligence teams and providing regular updates.
Booking.comAmsterdam
Customer Experience Specialist, Content Innovation
12.2010 - 01.2012
Job overview
- Developed a comprehensive set of key performance indicators (KPIs), best practices, a knowledge base, and company business processes to align with delivering a high-caliber customer experience.
- Communicated with all company departments to engage bookers and existing customers, ensuring an excellent customer experience across multiple touchpoints (phone, email, website, social media, and face-to-face interactions).
- Worked closely with customers (hoteliers and bookers) to understand the voice of the customer, fostering relationships with product management and account management teams to design customer-centric business processes.
- Created Business Intelligence reports, providing visibility to senior stakeholders on customer success metrics and areas for improvement.
- Developed persuasive user stories to create compelling content that enhanced sales and fostered customer loyalty.
- Managed local usability text, website feedback, and generated reports to gather insights for optimizing the customer experience.
Atraczion.com.AtraczionBarcelona
Assistant Marketing Director
12.2008 - 12.2010
Job overview
- Assisted managers in creating and executing marketing strategies to drive sales and increase profits.
- Played a key role in managing integrated events marketing campaigns, encompassing various channels such as direct mail, email, print, social media, PPC, sales presentations, online advertising, and special promotions.
- Conducted copywriting for online platforms, emails, print materials, and press releases, ensuring attention to detail in terms of spelling, accuracy, and legibility.
- Developed and designed company presentations and product materials to support Account Managers.
- Tracked event registrations, monitored trends, and prepared post-show analysis reports to evaluate the effectiveness of marketing efforts.
- Identified strategic industry partners, such as media outlets and associations, to expand the marketing reach.
- Proactively troubleshooted obstacles faced by various stakeholder groups and provided recommendations to improve the overall effectiveness of the online marketing department.
- Cultivated and maintained strong client relationships, considering clients as valued team members and providing the necessary attention to ensure loyalty and positive word-of-mouth referrals for Atraczion.
- Collaborated with the Barcelona Chamber of Commerce to create an Online Marketing guide for small and medium businesses, serving as a free online resource available to all registered companies.
- Successfully planned and executed company presentations, reaching over 300 small and medium-sized businesses to showcase specific services, strategies, and software available through Atraczion.com.
ACPG, Catalan Association of Free PressBARCELONA
Event Organizer
01.2006 - 12.2008
Job overview
- Planned and executed the 3rd World International Free Press Conference in Barcelona, attracting over 1000 participants and featuring 30 conferences.
- Researched market opportunities and collaborated with politicians/sponsors to understand event requirements.
- Produced detailed proposals, including timelines, venues, suppliers, legal obligations, staffing, and budgets.
- Coordinated venue management, caterers, stand designers, contractors, and equipment hire.
- Identified and secured notable speakers, planned room layouts, and developed the entertainment program.
- Sold sponsorship and exhibition space to potential exhibitors/partners.
- Managed delegate packs, collaborated with marketing and PR teams for event promotion.
- Created a cohesive brand through designing tickets, posters, catalogues, and sales brochures.
- Ensured smooth event operations by coordinating with suppliers, addressing client inquiries, and troubleshooting on the day.
Education
Grow With Google, CourseraCoursera
Some College (No Degree) from Google Digital Marketing & E-commerce Certificate
06.2023
University Overview
ARIZONA STATE UNIVERSITYNetherlandsBoadaCoursera
TESOL Certificate (Teach English As A Second Language)
02.2021
University Overview
RIETVELD ACADEMY OF ARTSAMSTERDAM
Bachelor of Arts from Graphic Design
07.2017
University Overview
Skills
- Adobe Creative Suite (Photoshop, Illustrator, Dreamweaver)
- Microsoft Office Expertise
- Graphic and Media Design
- Concept Development
- Customer Trend Analysis
- Customer Service
- SEO Experience
- Content Marketing
- Proofreading Skills
- Project Coordination
- Translation Accuracy
- Data Management
- Good Work Ethic
- Advertising Copy
- Client Presentation
- Product-Specific Writing
- Product Features Highlights
- Consumer Surveys
- Customer Complaint Resolution
Languages
Spanish, Catalan
First Language
English
Proficient
C2
Dutch
Intermediate
B1
Italian
Upper Intermediate
B2
French
Intermediate
B1
Timeline
Content Writer and Translator
Self-employed
09.2021 - Current
Country Manager
LEMONAID & CHARITEA
01.2018 - 01.2021
Merchandising and Content Analyst
UNDER ARMOUR
12.2015 - 01.2018
Sales Support Manager
CURVATURE
01.2014 - 12.2015
Customer Experience Specialist
NIKE
01.2013 - 12.2013
Customer Experience Team Lead
TRAVIX, INTERNATIONAL B.V
01.2012 - 12.2012
Customer Experience Specialist, Content Innovation
Booking.com
12.2010 - 01.2012
Assistant Marketing Director
Atraczion.com.Atraczion
12.2008 - 12.2010
Event Organizer
ACPG, Catalan Association of Free Press
01.2006 - 12.2008
Grow With Google, Coursera
Some College (No Degree) from Google Digital Marketing & E-commerce Certificate
ARIZONA STATE UNIVERSITY
TESOL Certificate (Teach English As A Second Language)
RIETVELD ACADEMY OF ARTS
Bachelor of Arts from Graphic Design
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