Daniela Belz
Barcelona
Overview
10
10
years of professional experience
Work history
CX Team Lead
Macadam
Barcelona, Spain
07.2024 - Current
- Lead the Customer Experience team, driving recruitment, training, and continuous coaching to maintain high service standards.
- Managed workload distribution to ensure tasks were evenly balanced across the team.
- Delivered regular feedback and coaching to foster continuous improvement.
- Created the knowledge base and ensured that support documentation was regularly maintained and updated for the User Support team.
- Rolled out training programmes to enhance the skills of Support Team members.
- Tracked and optimized key performance indicators, including CSAT and response times.
- Developed OKRs for the Customer Experience department to align with company objectives.
- Oversaw the successful transition from Zendesk to Intercom as the primary ticketing tool.
Customer Care Team Lead
Partoo
Paris, France
12.2021 - 06.2024
- Managed team of 5 members
- Supervised team's daily schedule and monitored their routines
- Monitored employee activity, reviewing and analyzing KPIs
- Prepared weekly meetings
- Took part in recruitment and integration of new joiners
- Animated training within the support team and intervened with other team members or customers
- Developed new processes and shared best practices
- Managed resolution of technical problems with development teams (JIRA monitoring)
Customer Care Manager
Partoo
Paris, France
09.2019 - 11.2021
- Helped customers make use of products and new features
- Handled customer requests through Intercom
- Drove customer retention, building engaging relationships through every interaction.
- Resolved customer complaints by opening inquiries with international teams, such as Google My Business, Facebook, and TripAdvisor
- Worked in collaboration with Tech teams, Success, Product and broadcasters to find time-saving solutions and processes
- Fixed technical issues
Customer Care Advisor
Vestiare Collective
Paris, France
11.2015 - 03.2019
- Resolved customer inquiries via emails in English, French, and Spanish
- Answered incoming telephone calls from customers and detailed initial queries on the Customer Relationship Management (CRM) system
- Worked collaboratively with Marketing, Quality Control, Logistics, IT, and Finance departments to improve customer experience and boost sales
- Optimized and translated FAQs and product descriptions
- Handled customs clearance of luxury items & transporter dispute management: DHL, Fedex, B2C, Poste.
Education
Bachelor's Degree - International Relations
Universidad Del Norte
Barranquilla, Colombia /2008 - /2013
Master's Degree - International Cooperation, Humanitarian Action And Development Policy
Université Paris I Panthéon-Sorbonne
Paris, France /2014 - /2015
Skills
- Customer relationship management
- Problem-solving and result-oriented
- Leadership, management, and team spirit
- Office Pack (PowerPoint, Word, Excel)
- CRM tools: Zoho, Intercom, Zendesk & Ringover
- SEO
Languages
Spanish
Native
French
Fluent
English
Advanced
Hobbies and Interests
- Running, finisher in the Paris Marathon in 2019
- Dance
- Yoga
Timeline
CX Team Lead
Macadam
07.2024 - Current
Customer Care Team Lead
Partoo
12.2021 - 06.2024
Customer Care Manager
Partoo
09.2019 - 11.2021
Customer Care Advisor
Vestiare Collective
11.2015 - 03.2019
Bachelor's Degree - International Relations
Universidad Del Norte
/2008 - /2013
Master's Degree - International Cooperation, Humanitarian Action And Development Policy
Université Paris I Panthéon-Sorbonne
/2014 - /2015