Laura La Lueta Romero
Mataró
Summary
Graduated in Art History, I have become a professional woman who is interested in how cultural institutions bring art and culture closer to their visitors. For this reason, in recent years I have worked in the management of the human teams that make this possible in two of the most visited institutions in Barcelona: the National Museum of Art of Catalonia and the Picasso Museum Barcelona. Skilled in team management, customer service, sense of organization and communication.
Overview
8
8
years of professional experience
Work History
Customer Service Coordinator at Museu Picasso
Magmacultura
Barcelona
01.2022 - Current
- Tracked and motivated customer service teams, which are composed of 60-120 customer service employers.
- Collaborated with leadership teams to evaluate previous actions and adjust procedures for handling future issues.
- Tracked and reported customer interaction trends to assess procedures and identify opportunities to improve systems.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Used Euromus to manage tickets sale, economic reports and visitors statistics.
- Followed up the budget and the hired hours by the Fundació Museu Picasso.
- Stock management of office supplies and uniforms.
- Used Freematica to control and send the variable payroll payments to the Human Resources Department.
- Assisted the Staff Selection Department to recruit and train new employees to meet job requirements.
Customer Service Coordinator at MNAC
Magmacultura
Barcelona
07.2019 - 01.2022
Customer Service Assistant Supervisor at MNAC
Magmacultura
Barcelona
03.2018 - 07.2019
- Worked with customer service supervisors to resolve customer concerns on daily basis.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Created training manuals to resolve simple and complex customer issues.
- Used Mailchimp to inform employees about the Museum last news and activities.
Customer Assistant at MNAC
Magmacultura
Barcelona
07.2015 - 06.2018
- Listened to customer needs to identify and recommend best activities or exhibitions.
- Answered customers' questions and provided information.
- Processed customer payments quickly and returned exact change and receipts.
- Managed the queues and the people flow in the museum.
- Carried out opinion visitors surveys.
Project Manager
48h Open House
Barcelona
04.2016 - 11.2016
- Built and established strong partnerships with architects, building owners and all new others festival participating members.
- Managed the volunteer team and assign every member a job to do.
- Led previous meetings with architects, owners and voluntaries to plan the work.
- Energized the website and uploaded new information.
Education
Master's Degree - Analysis And Management of Artistic Heritage
09.2016
Bachelor's Degree - Art History
09.2014
Skills
- Customer relations
- Problem-solving abilities
- Management of employees
- Meticulous attention to detail
- Organization
- Friendly, positive attitude
Languages
Catalan, Spanish
First Language
English
Upper Intermediate
B2
French
Intermediate
B1
Timeline
Customer Service Coordinator at Museu Picasso - Magmacultura
01.2022 - Current
Customer Service Coordinator at MNAC - Magmacultura
07.2019 - 01.2022
Customer Service Assistant Supervisor at MNAC - Magmacultura
03.2018 - 07.2019
Project Manager - 48h Open House
04.2016 - 11.2016
Customer Assistant at MNAC - Magmacultura
07.2015 - 06.2018
Universitat Autònoma De Barcelona - Master's Degree, Analysis And Management of Artistic Heritage
Universitat De Barcelona - Bachelor's Degree, Art History
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