Carlos Pedrosa Garcia
Dublin,Ireland
Summary
Experienced Senior Customer Experience Specialist with expertise in AI-powered customer support systems and deep technical skills in API integration, data analysis, and workflow optimization. Proven track record in managing and optimizing customer interactions, troubleshooting, AI tools, and collaborating cross-functionally to enhance operational efficiency. Recently completed a master’s degree in Cybersecurity, bringing strong problem-solving and adaptability skills to evolving AI technologies
Overview
8
8
years of professional experience
Work History
SENIOR CUSTOMER EXPERIENCE SPECIALIST
ACTIVECAMPAIGN
Dublin, Ireland
01.2021 - Current
- Management and optimization of customer interactions for enterprise clients, ensuring their success through personalized support, strategic guidance, and the implementation of solutions that enhance overall customer satisfaction.
- Delivering Training and helping Enablement team with Costa Rica new reps
- Research and respond to a wide range of technical support requests from the client base through email and chat(live)
- Technical assistance to large clients, (B2B), and individuals (SMEs) for Multilingual market
- API troubleshooting through integrations with the platform and problem-solving via Postman, calls via browser, and using the API calls to retrieve internal information.
- Participation in company projects, like retention pilot, CSMs, Internal Collab, Price Increase project, etc.
COMMUNITY OPERATIONS ANALYST
FACEBOOK
Dublin, Ireland
05.2018 - 01.2021
- Reviewing reported content to ensure adherence with the client's policy
- Assisting Quality Lead in auditing content that was not correctly actioned
- Deliver Calibration sessions to my team to ensure alignment between them, coaches and client decisions to assure the machine learning process is optimise
- Deliver Coaching sessions to the reps, answering their policy questions
- Performing Shadowing sessions, demonstrating to the new reps how to apply the policy
- Correcting and applying policy gaps for the client
MARKETING ASSISTANT AND SALES INTERNSHIP
AGRADI Diabetes Association
Granada, Spain
09.2016 - 04.2017
- Social marketing project, organizing Sport camps for the Association in collaboration with Granada's University
- Research of market and statistics for the client events
- Managing and delegating tasks to the team members
- Responsible for meetings with the Stakeholders during the sales process
- Organize all the activities and locations for event of the client
- In collaboration with UGR- Solidaria (Universidad de Granada)
Education
MASTER - CYBERSECURITY
IEBS DIGITAL SCHOOL
09-2024
COURSE - REST API TESTING AND POSTMAN
UDEMY
03.2022
INTENSIVE COURSE - DESIGN AND DEVELOPMENT OF VIDEOGAMES
CEV, Superior school of communication, image and sound
03.2020
HIGHER DIPLOMA - DATA ANALYTICS
National College of Ireland
01.2020
BACHELOR'S DEGREE - MARKETING AND MARKET RESEARCH
Universidad de Granada
Granada, Spain01.2018
Skills
- Multitasking, Problem-solving, Teamwork, Adaptability, Time management
- Experience with ChatGPT plus, ChatGPT store and create mode, developing my own GTPs
- Forethought
- Advanced Microsoft Office Suite, Excel (Power Excel), MySQL, SPSS, R
- API integration, Zendesk, ActiveCampaign, Salesforce, Shopify
- Python,HTML, JavaScript, C, C# user level
- Kali Lynux and Security tools like, NMAP, mfsvenom, Metasploiable, etc
- Quip, SRT knowledge
- Workflow optimization, AI tool management
Languages
Spanish, English, German
Timeline
SENIOR CUSTOMER EXPERIENCE SPECIALIST
ACTIVECAMPAIGN
01.2021 - Current
COMMUNITY OPERATIONS ANALYST
FACEBOOK
05.2018 - 01.2021
MARKETING ASSISTANT AND SALES INTERNSHIP
AGRADI Diabetes Association
09.2016 - 04.2017
MASTER - CYBERSECURITY
IEBS DIGITAL SCHOOL
COURSE - REST API TESTING AND POSTMAN
UDEMY
INTENSIVE COURSE - DESIGN AND DEVELOPMENT OF VIDEOGAMES
CEV, Superior school of communication, image and sound
HIGHER DIPLOMA - DATA ANALYTICS
National College of Ireland
BACHELOR'S DEGREE - MARKETING AND MARKET RESEARCH
Universidad de Granada
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