Director with over 15 years of experience in payroll management, scheduling, protocol development, and driving process improvements. A collaborative leader skilled in employee engagement, customer relationship management, time management, conflict resolution, and cost reduction. Proven track record in managing multinational operations and ensuring compliance while maintaining strong client partnerships. Customer-focused and results-driven, seeking to leverage extensive operational leadership background to contribute exceptional organizational skills and drive success in a dynamic, global environment.
Hi, I’m
Soraya Vallejos Morales
Operations and Client sucess Director
Barcelona,España
Summary
Overview
18
years of professional experience
Work history
ADPBarcelona
Client Service Director
01.2024 - Current
Job overview
- Led operations in Iberia, managing a team of 60 personnel to achieve strategic objectives.
- Implemented automated processes, reducing operational times by 40% and errors by 80%.
- Conducted regular training sessions, enhancing team skills and knowledge base.
- Monitored key performance indicators, optimising service delivery and cost efficiency.
- Coordinated compliance with legal, finance, and HR for regulatory adherence.
- Oversaw budgeting process, ensuring effective financial management.
- Managed daily operations to maintain high-quality service standards.
ADPBarcelona, Spain
Senior Client Services Manager, EMEA
09.2021 - 01.2024
Job overview
- Managed a team of 50 in customer success management across EMEA.
- Cultivated client relationships to enhance satisfaction and loyalty.
- Coordinated team activities to address customer needs effectively.
- Delivered tailored advice to optimise client experiences.
- Facilitated communication between clients and management for seamless interactions.
- Created dashboards with metrics on efficiency, costs, and satisfaction for management review.
- Established an offshoring team to improve cost-effectiveness and operational efficiency.
ADPBarcelona, Spain
Client service manager
05.2020 - 09.2021
Job overview
- Led establishment of customer support hub after acquisition, streamlining service operations.
Integrated operational processes and systems from both firms for enhanced efficiency.
Formed and trained a team of 50 specialists within a year to uphold service standards.
Supported over 250 clients across EMEA effectively in the first year. - Monitored team performance, leading to enhanced productivity.
- Oversaw daily operations for efficient service delivery.
Education
Universitat de BarcelonaBarcelona
Bachelor of Business Administration from Labour Relations
/2007
University overview
EADA Business SchoolBarcelona
Master of Business Administration from Project Management
01.2012 - 12.2012
University overview
Escuela de Coaching EDPyNBarcelona
Higher National Diploma from Coaching
/2020
University overview
Escuela de Coaching EDPyBarcelona
Higher National Diploma from Program in Executive Coaching
/2018
University overview
Skills
- Multinational Operations Management
- Operational Scalability and Continuous Improvement
- Regulatory Compliance and Payroll Management
- Budgeting and Cost Optimization
- Leadership of Multicultural Teams
- Operational Metrics and KPI Monitoring
- Process Automation and Technology Tools
Languages
English
Fluent
Spanish
Native
Catalan
Native
Accomplishments
Accomplishments
- President, Green Business Resource Group (BRG) – Sustainability
Led a group of over 40 members dedicated to promoting strategic initiatives for environmental sustainability within the company. Designed and executed projects that positively influenced corporate culture and encouraged environmentally responsible practices.
- Awarded Role Model status for five consecutive years in recognition of outstanding performance and positive influence.
Timeline
Client Service Director
ADP
01.2024 - Current
Senior Client Services Manager, EMEA
ADP
09.2021 - 01.2024
Client service manager
ADP
05.2020 - 09.2021
EADA Business School
Master of Business Administration from Project Management
01.2012 - 12.2012
Universitat de Barcelona
Bachelor of Business Administration from Labour Relations
/2007
Escuela de Coaching EDPyN
Higher National Diploma from Coaching
/2020
Escuela de Coaching EDPy
Higher National Diploma from Program in Executive Coaching
/2018