Rocio Rodriguez

S

Program Manager, Telefónica - automation · Zendesk · workforce planning

Telefónica
Madrid, Spain · CET (UTC+1)
8+ years experience
RWTH Aachen
English, Spanish
Collaborating
Messaging unavailable

Overview

8 years in operations, the last 4 at Telefónica, where I work on the support team. Ran the support program across 25 teams to launch on schedule. Before that: Doctolib and BlaBlaCar. Most at home with quality and customer support. Learning to draw.

Good reasons to reach out
  • Collaborators for my side project
  • Thoughtful intros to people in my field
  • Second opinions on automation decisions
  • Working sessions on workforce planning
Please don't message about
  • Unpaid work or spec projects
  • Generic networking requests
  • Offshore staffing offers

Travels often; replies within 48 hours

Skills
qualityZendeskautomationworkforce planningcustomer support
CollaboratingLooking to collaborate
closes in 3 months

Building a free course on quality for students - need co-instructors

Project
A free course on quality for students - need co-instructors
Skills needed
quality, Writing
Time commitment
Weekends
Outcome
Open-source release

Weekends only. Some groundwork already done.

Madrid, Spainautomationworkforce planningzendesk
Open

Experience

  1. Program Manager
    Dec 2022 - Present
    Telefónica · 3 yr 10 mo · Full-time · Madrid, Spain
    • Rebuilt the planning process the company still runs every quarter.
    • Brought support first-response time from 9 hours to under 1.
  2. Operations Associate
    Dec 2019 - Nov 2022
    Doctolib · 2 yr 11 mo · Full-time · Madrid, Spain
    • Built the privacy programme for launches in 22 countries.
    • Negotiated 558 commercial agreements a year.
  3. Operations Associate
    Oct 2018 - Dec 2019
    BlaBlaCar · 1 yr 2 mo · Full-time · Madrid, Spain
    • Secured 5 payments licences.
    • Negotiated 594 commercial agreements a year.

References

No references yet.

Education

  1. RWTH Aachen
    MSc, Business Administration
    2021 - 2023
  2. Bocconi University
    BSc, Business Administration
    2015 - 2018

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