Aroa Díaz

Experience

IBM

Aug 2018 – Mar 2022

Bratislava

Business Partner Management - Co-Marketing Claim Analyst Americas

Analysed and reimbursed more than 330 marketing activities per year from IBM’s business partners while ensuring compliancy with the rules. End to end process support. Provided client advocacy on the process to maximise the reimbursement amount for my partners through emails, calls, 1:1 and enablement sessions (i.e.: delivered a session for >70 partners and live Q&A). Ensured partners’ satisfaction with NPS score at a minimum of 70 (i.e.: NPS 91-May 2021). Shortened cycle times by guaranteeing a smooth process on all stages. Innovated and participated on automation projects, i.e.: we developed an automation that saved around 82hours of manual work for my team. Engaged and worked with different teams to deliver the best partner experience. Live chat support. Worked with and promote Agile methodology and self-management to meet targets and deadlines. Iteration management and support newcomers’ educations.

PRET A MANGER

Aug 2017 – Jul 2018

LONDON

TEAM MEMBER STAFF

Set up sales target and planning (quantities and times) to reduce costs and avoid waste. Guaranteed high food and hygiene safety standards. Identified the stock needs and order and stock control. Helped customers with food choices and allergens.

NANDO'S

Oct 2016 – Mar 2017

LONDON

SUPERVISOR

Part of the Leadership and management team in a restaurant that turns over £2.5millions per year. Led a team of 10-15 staff during each shift and ensuring products’ availability. Took care of and meet customer’s needs and solved complaints and issues. Warrantied food and hygiene safety standards in the restaurant. Daily cash up and banking.

DECATHLON

Aug 2012 – May 2013

TOLEDO

DEPARTMENT MANAGER

Led an ambitious project that turned over almost €1million per year. Set and ensured the economic targets. Satisfied my customers by proposing products and services that would make them to come back. Decided my commercial project according to my shop and Decathlon strategy. Created the actions to meet customer’s needs, KPI's and grow revenue Participated actively on the decision making and plan execution. Managed and helped grow a team of four people.

DECATHLON

May 2007 – Jul 2012

TALAVERA DE LA REINA

SALES ASSISTANT

Professionally welcomed all the customers in my shop and provided them with extraordinary attention. Sold based on my customer service skills and my knowledge on the product and client’s needs. Made grow the revenue of my department. Contributed to a smooth and easy shop journey for clients. Managed my department’s back office and ensured products’ availability.

Education

SUCCESS COACHING

Jan 2022 – Jun 2022

Customer Success Management Program Certification Level 1&2

She Codes

Feb 2021 – Mar 2022

Advanced Online Coding - HTML, CSS, JS, VS Code, API, GitHub, Bootstrap, Hosting

IBM

Jan 2021 – Dec 2021

IBM Leadership Academy - Module 1

IBM

Jan 2021 – Dec 2021

IBM Soft Skills Academy

UNIVERSIDAD DE CASTILLA LA MANCHA

Sep 2007 – Sep 2011

BACHELORS DEGREE, LANGUAGE AND SPEECH THERAPY

Skills

Languages