cati mesa

Customer Experience Director, passionate about people and the continuous improvement of the customer experience. With over 20 years of experience in developing multicultural and technical customer service teams to ensure the achievement of corporate objectives. Transformational, influential and communicative leadership,I enjoy developing talent. Resolute, with high strategic vision and problem solver. 

I am motivated to promote challenging workplaces with the goal of developing teams to bring out the best in themselves. Experience in multi-cultural environments and startups successfully. 

I am an expert in international markets, online sector, B2B and B2C. Good Customer Journey Mapiping.

Analytical and negotiation skills with the best results in changing environments.  Creative, flexible, innovative, humble, always willing to learn and contribute. I enjoy working environments where the main value is people.

Customer Experience Director.                                                                                                                     2021- 2023

Reporting to VPO.  Management of the International Customer Experience departments: 60 people, which includes the management of B2B, B2C and the following areas: Products, Lead Generation, Onboarding, Training and Development, Customer Service, Brand Partnerships & Ads.

Responsibilities:

• Definition of OKrs department strategy and goals, aligning with overall business objectives. 
• Understanding of KPIs and risk areas.
• Implementation of new projects and products in the company (Paper, Video Tour).
• Process improvement and innovation, new communication channels (Zendesk, Atlassian).
• Ensure that all team members are properly trained on product knowledge and customer service best practices.Training and Development department creation. 
• Negotiation, sourcing processes (suppliers) and Outsourcing.
• Develop and implement strategies to improve first response times “SLA”, telephone response rates and CSAT ,NPS, Journey Map ratings. Customer feedback and data analysis. 
• Working with and proficient in the following tools: (Saas) CRM, Jira, Zendesk, Atlassian, Force Manager, CISCO, Slack, Metabase, Meet Phone, Chatting Live.

Marketing technician IES Jaume Mimó. Barcelona                                                                                                                   2011

Master in Digital Marketing. IIMN International Institute of Marketing (Digital Business School)                                   2012

Corporate training in TKWW - Bodas.net:

Teleworking post pandemic, Positive Leadership, Emotional Intelligence, Nonverbal Communication, Telemarketing.