experience

Previously to the 3 experiences highlighted below I worked in various industries, consistently in Customer Success, Service, Support, but also Education and Theatre! As it would take too long to mention the complete list here, check my LinkedIn Profile if you want to know more!

Click on the companies' logos to be redirected to their websites. Beside keeping up to date with all things Salesforce, I am currently upskilling in Web Development languages, Wix, Apex, and German language.

2023-2025 GErmany

DCI offers online training programs focused on the tech industry, helping individuals start their digital careers in Germany, collaborating with 600+ hiring partners and Agentur für Arbeit. It has so far launched 100+ courses and trained 3000+ students.

In this role I trained and mentored the next generation of Salesforce Consultants and Administrators, equipping them for success in their career in the Salesforce Ecosystem.

During my tenure I provided comprehensive 1 on 1 ad group coaching to 180+ students, guiding them through projects, technical troubleshooting, and soft skills enhancement.

I also contributed to and supervised the entire course content development, incorporating customised real-world Salesforce projects and hands-on exercises with Salesforce Trailhead official materials.

The curriculum is approved by Salesforce, covering all the areas relevant to the Admin Certification to ultimately become a full fledged Salesforce Professional.

In this role I obtained 3 Salesforce certifications: AI Associate, Business Analyst, and UX Designer.

Salesforce is the global leader in Customer Relationship Management (CRM) software, helping businesses connect with customers, streamline and automate operations, and drive growth, all in one integrated and customisable platform. It has 72,000+ employees worldwide, 21.7% of the market share, and $34.9B annual revenue.

While at the time I was already familiar with Salesforce as an end-user due to my previous 2 jobs (at Meta and before that as a Receptionist for Accor Hotels), here is where things got real: I learnt what being an Admin means, along with best strategies to sustain a robust implementation, troubleshooting, configuration, managing and support users and so much more!

As part of the Service & Sales Cloud Technical Support team I led the resolution of clients' and partners' critical technical requests from their initial evaluation to their resolution, by providing complete Root Cause Analysis of technical and business issues, feedback, insights, and by coaching and training users on implementations of best practices for Salesforce Products.

In this role I obtained 6 Salesforce certifications: Associate, Admin, Admin Advanced, App Builder, Platform Dev 1, Service Cloud Consultant.

2022-2023 IREland

2020-2022 IREland

Meta is a technology company focused on building social media platforms (such as Facebook, Instagram, WhatsApp) and immersive technologies (VR), empowering people to connect, share, and build communities. 74,000+ employees worldwide and $164B+ annual revenue.

I was employed with them in Ireland through their Partner Company Accenture. I worked in 3 different roles:

Customer Service Associate, a Tier 1 customer facing role by mean of real-time chats and email. I was mainly involved in resolving customer issues and queries, both technical and for advertisement strategies related to Meta Business Suite, Business Manager, Creator Studio, on Facebook, Instagram, and WhatsApp platforms.

GPS Technical Support Advertising Quality Analyst, I was part of the Tier 2 Internal team providing further technical support to the previous Customer Service Team's escalations and investigation requests. I supported all the abovementioned platforms, but my team was specialised on Instagram Business & Advertisement.

Music Research Analyst, in my final stint with the Company I moved to a completely different team. I still consider this one of the best jobs I had the pleasure to do! This role main focus was Meta Sound Collection and its music and video catalogues. By researching music compositions' publishing Performing Rights Society databases I optimised and improved Meta database research term results readiness and their accuracy, making sure licensed content and their associated artists where correctly linked and catalogued.