ERP Infor Smart Office
Ruth Marin Herraiz
Customer Operations Manager
Barcelona
Summary
Experienced Customer Operations Manager with a strong track record in effectively managing customer operations and improving service efficiency. Skilled in leading teams to enhance customer satisfaction through process optimization and effective problem-solving. Demonstrates exceptional leadership and communication skills to drive team performance and achieve operational goals. Diligent professional dedicated to delivering high-quality service and ensuring customer success.
Overview
19
19
years of professional experience
5
5
years of post-secondary education
5
5
Languages
Work History
Customer Operations Manager
Helly Hansen
03.2019 - Current
- Management/Leadership of the South European, Export and D2C teams Customer Ops team -> 2 Regional Supervisors + 12 Customer Ops Reps
- Monitor global / regional procedures and sales conditions
- Mentored team members to advance their skills and knowledge, fostering growth within the company.
- Conducted regular performance reviews of direct reports to identify strengths as well as areas requiring additional coaching or mentoring.
- Coordinated with other departments to resolve inter-departmental challenges that affected service delivery, promoting seamless collaboration across functions.
Customer Operations Supervisor
Helly Hansen
03.2018 - 03.2019
- Trained up to 7 new employees on company systems, processes, and best practices, contributing to their professional growth and success in the role
- Improved team productivity by consistently monitoring performance metrics and providing constructive feedback
- Implementation of Service Excellence Strategy defined by the Director EUR
- First escalation point for the South European sales teams
- Monthly Forecast reporting follow up
Customer Operations Representative Spain
Helly Hansen
09.2013 - 03.2018
- Improved customer satisfaction by resolving complex issues promptly and professionally.
- Keeping track of the market revenue target and working goal-oriented
- Handling of Special projects like The (Volvo) Ocean Race
- Collaborated with sales teams to identify upselling opportunities, contributing to company revenue growth.
Customer Service Representative
China Shipping (Spain) Agency - Logistics
09.2008 - 06.2012
- Management of in/outbound cargo
- Excellent customer and agent support via telephone and email
- Invoicing & settlement control
- Arrangement of sea/airfreight, conventional truck transportation
- Confident with Incoterms use
Customer Service Assist.
China Shipping (Spain) Agency - Transshipment Dept
06.2006 - 08.2008
- Control of cargo transshipments from/to all sub ports to BCN/VLC hubs
- Communication with a network of international agents and port authorities
Education
Bachelor of Arts - English Philology
Universitat Autònoma (UAB)
Barcelona 09.1998 - 02.2004
Skills
- Operational efficiency
- Collaborative mindset
- Effective Communication
- Strong Work Ethic
- Recruitment and hiring
- Adaptability
- Team Leadership
- Problem-solving abilities
Personal Information
- Place of Birth: Barcelona
- Date of Birth: 06/06/80
- Nationality: Spanish
Software
SAP BusinessObjects
Microsoft Office
Timeline
Customer Operations Manager
Helly Hansen
03.2019 - Current
Customer Operations Supervisor
Helly Hansen
03.2018 - 03.2019
Customer Operations Representative Spain
Helly Hansen
09.2013 - 03.2018
Customer Service Representative
China Shipping (Spain) Agency - Logistics
09.2008 - 06.2012
Customer Service Assist.
China Shipping (Spain) Agency - Transshipment Dept
06.2006 - 08.2008
Bachelor of Arts - English Philology
Universitat Autònoma (UAB)
09.1998 - 02.2004
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