DANIELA GONZÁLEZ MORENO
I feel that luck is preparation meeting opportunity.
Oprah Winfrey
Summary
An experienced professional with over 15 years in diverse sectors, including administrative and coordination in B2B companies. I excel in managing operational processes efficiently and resolving issues swiftly. I have extensive experience in sourcing and hiring talent in the medical field across different countries. In my current position, I lead remote teams globally, ensuring high service quality and compliance with standards. As a key point of contact for clients and providers, I focus on building, developing, and strengthening business relationships to ensure long-term successful collaborations.
Overview
15
15
Years of professional experience
5
5
Languages
3
3
Years of experience in B2B
Work History
Global Medical Network Coordiantor
Telemedi
Remote
01.2023 - Current
- Talent Acquisition & Management: Lead the full lifecycle of international medical staff, including sourcing, interviews, profile verification, selection, offers, negotiations, hiring, onboarding, and administrative management.
- Service Quality Supervision: Monitor and improved the service quality and performance of the medical team from an administrative perspective.
- Technical Issue Management: Report and track technical issues, coordinating with IT for timely resolutions.
- Client Relationship Management: Acted as the main point of contact for international clients, mainly insurance companies, ensuring effective relationship management and customer success.
- Negotiation Support: Assist in negotiation processes with potential clients by explaining services and facilitating agreements.
- Reporting & Analysis: Create monthly reports and conduct data analysis to evaluate service and team performance (SLA, KPI, ETA, OTIF).
- Operational Efficiency: Review and adjust internal operations to enhance service development and efficiency.
- Training & Development: Delivered continuous learning and development sessions for the customer service team and create training videos and informative materials for clients, doctors, and internal staff.
- Content Creation & Presentations: Develop demonstrative content for clients, doctors, and internal staff, including producing tutorial videos and creating informative materials. Additionally, conduct system demonstrations and presentations to clients, ensuring a clear understanding of the service offerings and operational workflows.
Customer Service Representative - Administrative
Telemedi
Remote
11.2021 - 12.2022
- Inquiry Resolution: Resolved enquiries from patients, doctors, and call centers, ensuring
high standards of service via phone, chat, and email (CRM Thulium). - Performance Monitoring: Ensured SLA and KPI compliance, providing timely responses
to emails, chats, and calls while overseeing the documentation process. - Medical Documentation Management: Handled medical documentation, ensuring
compliance with GDPR and data protection regulations. - Training & Onboarding: Conducted training sessions for call center operators from new
clients, demonstrating how to use the system effectively and ensuring a smooth
onboarding process. - Administrative Support: Provided comprehensive assistance to the Operations Manager
with various administrative tasks, including maintaining accurate records, preparing
reports, managing schedules, and ensuring the smooth operation of office processes
Roadside Assistance Coordinator - Linea Directa
Majorel Contact Center
Madrid, Madrid
09.2019 - 08.2021
- Expatriate Policy Management: Acted as the designated assistance coordinator for
expatriate policies, delivering tailored support and solutions to clients abroad. - Emergency Assistance: Provided urgent support in both Spanish and English, effectively
coordinating resources for client transfers in critical situations. - Vehicle Management: Oversaw the organization of transportation for broken-down or
damaged vehicles, liaising with towing services and workshops to ensure prompt service. - Operational Implementation: Executed operational procedures for diverse incident
types, ensuring efficient and effective resolutions. - Collaboration with Partners: Maintained direct contact with partner companies to
coordinate required assistance and services, ensuring seamless support delivery. - Complaint Handling: Addressed and resolved customer complaints and claims, including
processing refunds and managing disputes to maintain high satisfaction levels. - Cross-Selling of Coverage: Promoted and sold additional coverage options to enhance
existing policies and meet client needs. - Performance Monitoring: Conducted bi-weekly performance reviews, tracking metrics
such as calls per hour, downtime, and satisfaction scores to ensure high performance and
identify areas for improvement.
Academic Secretary Support
Transforming Arts Institute
Madrid
09.2018 - 05.2019
- Academic Documentation Management: Handled and updated student records,
processed and verified academic documents, and assigned student ID cards. - File Organization: Coordinated and maintained both physical and digital files for efficient
record-keeping. - Telephone Support: Provided assistance and resolved inquiries from faculty and
students via phone. - Email Management: Managed the academic office’s email account, responding to
requests and queries promptly. - Newsletter and Website Maintenance: Updated and managed the school's newsletter
and website, ensuring the information was current and relevant. - Mailing: Created and sent email communications, including newsletters and updates, to
keep the academic community informed.
Cultural and Exhibitions Department Assistant
Casa Asia Barcelona
Barcelona
01.2016 - 05.2016
- Research Field: Conducted research and analysis in the field of art, providing valuable
information for projects and exhibitions. - Translation and Subtitling: Translated and subtitled films from English to Spanish.
- Secretarial Functions: Performed administrative tasks, including managing schedules,
correspondence, and documentation. - Database Management: Administered and updated databases, ensuring data integrity
and accessibility. - Mailing: Created and distributed email communications, including newsletters and
notifications, to keep stakeholders informed.
Server - Team Leader
Hard Rock Cafe International
Barcelona, Madrid, Palma de Mallorca
03.2010 - 05.2019
- Multilingual Customer Service: Delivered exceptional customer service in multiple
languages, including English, Italian, and Catalan, tailoring communication to meet
customer needs. - Cash and POS Management: Efficiently handled the cash register and point-of-sale
(POS) systems for accurate and secure transactions. - Suggestive Selling and Upselling: Applied suggestive selling techniques and upselling to
maximize customer spend, earning the Best Restaurants SPC 2011 Award. - Team Supervision: Led and coordinated the server team during shifts to ensure smooth
and efficient service (Rocker). - Event Service: Provided high-quality service for private events with over 200 attendees,
managing and coordinating large-scale events. - Conflict Resolution: Effectively resolved conflicts and maintained composure under
pressure to ensure customer satisfaction. - Teamwork and Communication: Collaborated effectively with team members, excelling
in interpersonal communication and teamwork in a fast-paced environment.
Education
Master of Arts - Master’s Degree in Artistic Photography And Documentary Photographic Narratives
09.2017 - 06.2018
Degree - Bachelor’s Degree in Humanities: Artistic Track
09.2011 - 06.2016
Degree - First Year of Translation And Interpretation Degree
09.2009 - 06.2010
High School Diploma -
Bilingual Diploma in English
Skills
- B2B B2C Microsoft Office
- CRM Thulium and Zendesk
- Service Desk
- Monday Project Management
- Miro Mapping
- Power BI Reporting and Data Analysis
- Advance Typing Skills
- Content Creation Clipchamp
- Google Drive
Interests
Art and Culture
Fitness, Yoga, Snowboarding
Travel
Timeline
Global Medical Network Coordiantor - Telemedi
01.2023 - Current
Customer Service Representative - Administrative - Telemedi
11.2021 - 12.2022
Roadside Assistance Coordinator - Linea Directa - Majorel Contact Center
09.2019 - 08.2021
Academic Secretary Support - Transforming Arts Institute
09.2018 - 05.2019
Centro Universitario De Artes TAI (Transforming Ar - Master of Arts, Master’s Degree in Artistic Photography And Documentary Photographic Narratives
09.2017 - 06.2018
Cultural and Exhibitions Department Assistant - Casa Asia Barcelona
01.2016 - 05.2016
Universidad Pompeu Fabra - UPF - Degree, Bachelor’s Degree in Humanities: Artistic Track
09.2011 - 06.2016
Server - Team Leader - Hard Rock Cafe International
03.2010 - 05.2019
Universidad Autónoma De Barcelona - UAB - Degree, First Year of Translation And Interpretation Degree
09.2009 - 06.2010
International Baccalaureate (IB) - High School Diploma,
Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Career advancementWork from home optionWork-life balanceCompany CultureAccomplishments
Team Leadership
Successfully managed remote medical teams consisting of over 30 professionals from multiple countries, ensuring smooth operations and high-quality service delivery.
International Service Expansion
Led the expansion and implementation of remote medical services in over six countries, driving business growth and international reach.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Italian
Intermediate (B1)
Catalan
Intermediate (B1)
Portuguese
Elementary (A2)
Software
Google Drive
Microsoft Office
CRM
Power BI
Service Desk
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