Ivonne Desiree González Romero
Barcelona
Summary
Business Analyst and Customer Operations Specialist with approximately 3 years of business intelligence experience and over 10 years in customer service and sales. Proficient in SQL, Python, dbt, Looker, and Sprinklr, with a proven ability to automate reporting processes that support strategic decision-making. Successfully implemented Sprinklr Voice IVR, leading to improved customer satisfaction scores and reduced operational backlog. Certified in COPC Management, focused on transforming data into actionable insights to enhance customer and player experiences.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Business Analyst
Exoticca
Barcelona
01.2023 - Current
- Migrated reporting to automated ETL and Looker framework, collaborating with Data Engineers for SQL dataset modeling.
- Reduced manual workload by approximately 45% weekly, delivering real-time dashboards for CSAT, NPS, SLA, backlog, training, contact reasons, and deflection.
- Standardized KPIs across Care, Sales, and B2B teams to align WBRs, QBRs, OKRs, and strategic planning.
- Implemented Sprinklr functionalities with technical teams: Voice IVR, WhatsApp integration, AI chatbot, Livechat, and Facebook agent status reporting.
- Mapped and documented interfaces between legacy and new systems.
Freelance Web Designer
Ivotsweb
Barcelona
07.2020 - Current
- Designed custom websites for SMBs in Spain, Miami, and Panama to support digital transformation during COVID.
- Developed PawData, a collaborative platform for collecting pet cost and lifestyle data using Next.js, React, MySQL, and TypeScript.
Customer Success Manager
Exoticca
Barcelona
05.2022 - 01.2023
- Launched night shift operations, boosting CSAT, and expanding global support coverage.
- Created a Refund Calculator tool, reducing reimbursement errors by 65%.
- Balanced backlog management via skill-based case assignment, ensuring SLA adherence.
- Co-developed crisis management workflows with Ops and Legal, ensuring compliance.
Sales Manager
Papernest
Barcelona
10.2021 - 05.2022
- Implemented gamification techniques, resulting in top three sales performance rankings.
- Developed sales scripts and insights to align efforts between sales and marketing teams.
- Trained team on SPIN Selling methodology and facilitated GROW coaching sessions for goal achievement.
- Boosted engagement through reward systems, leaderboards, and milestone challenges.
Sales Supervisor - Quality Auditor - Web Designer
GoDaddy
Barcelona
09.2019 - 10.2021
- Co-created Quality Department with scorecards, KPIs, and QA processes to elevate service standards.
- Trained and coached web designers to align websites with client personas and enhance usability.
- Supervised daily sales operations to enhance team performance and customer engagement.
Education
Associate of Applied Science - Software Development
Ilerna
Barcelona, Spain05-2025
University Diploma in Advanced Programming - Computer Science – Advanced Programming
Universidad Católica San Antonio De Murcia (UCAM)
Murcia, Spain03-2025
Professional Certification - Certified Professional Manager
COPC®
Winter Park, Florida, USA09-2022
Skills
Analytics and BI: SQL (PostgreSQL, MySQL, Redshift), dbt, Power Query
Data visualization: Looker/LookML
Programming languages: Python (Pandas, NumPy), JavaScript, TypeScript
Frontend development: React, Nextjs
Data platforms and ETL: Redshift, Airflow
Automation tools: Google Suite (Sheets, Docs, Slides), App Scripts, Excel (advanced)
Customer experience management: Sprinklr, Salesforce, Adiona, CX and operational excellence
KPIs: CSAT, NPS, QA score, SLA, AHT, FCR, CR,
Frameworks and methods: Agile, Scrum, OKRs
Continuous improvement methodologies: Cuika, DEMAIC (Six Sigma)
Experimentation techniques: A/B testing, hypothesis testing
Languages
Spanish
First Language
English
Proficient (C2)
C2
Certification
- PostgreSQL summary stats and window functions – DataCamp, issued Jul 2025
- Data manipulation in SQL – DataCamp, issued Jun 2024
- Data governance concepts – DataCamp, issued May 2024
- Agile software development: Creating an agile culture – LinkedIn, issued Apr 2022
- Goal setting: Objectives and key results (OKRs) – LinkedIn, issued Apr 2022
- Building and managing a high-performing sales team – LinkedIn, issued Feb 2022
- Scrum: Advanced – LinkedIn, issued Jan 2022
- Gamification – The Wharton School · Issued Sep 2020
Timeline
Business Analyst
Exoticca
01.2023 - Current
Customer Success Manager
Exoticca
05.2022 - 01.2023
Sales Manager
Papernest
10.2021 - 05.2022
Freelance Web Designer
Ivotsweb
07.2020 - Current
Sales Supervisor - Quality Auditor - Web Designer
GoDaddy
09.2019 - 10.2021
Associate of Applied Science - Software Development
Ilerna
University Diploma in Advanced Programming - Computer Science – Advanced Programming
Universidad Católica San Antonio De Murcia (UCAM)
Professional Certification - Certified Professional Manager
COPC®
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