Overview
Work history
Education
Skills
Languages
Hobbies and Interests
Timeline
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Daniela Belz

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

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Daniela Belz