Marta Moral Alonso

Copywriter

Write Label

Jun 2020 - Dec 2020 (7 months)

● Write copy for short radio advertisements, following the client's requirements and indications.

Senior Billing Specialist

Typeform

Mar 2018 - Current (8 years 7 months)

Apart from continuing with the prior tasks, I took on new ones as a senior member of the team: ● Hiring: interview candidates for different positions within Customer Success, both individually and with other team members, and review the test Support candidates need to submit as part of their hiring process. ● Documenting: transition the team's internal knowledge base to a new platform (Notion) and keep it updated, both documenting policies and workflows myself and coordinating other teams to create content and update existing one related to their area. ● Cross-team collaboration: collaborate on projects involving several teams to bring the customers' perspective and needs into consideration. Raise issues and bugs to the corresponding techni

Training Lead

Typeform

Mar 2018 - Apr 2021 (3 years 2 months)

● Maintain and update training materials for new employees. ● Organise training sessions with new employees and track their development. ● Hold weekly coaching sessions with the new employees to ensure their understanding of their tasks and help them become independent agents. ● Report new employees' progress to managers to ensure a smooth transition into their role.

Crew Member

Barcelona Improv Group

Sep 2017 - Mar 2020 (2 years 7 months)

● Manage payments for B.I.G.'s shows at the theater entrance. ● Help coordinate the International Improv Festivals hosted by B.I.G. in 2018 and 2019.

Customer Support Advocate

Typeform.com

Aug 2016 - Mar 2018 (1 year 8 months)

● Understand Typeform's platform thoroughly in order to provide efficient customer support though our ticketing system, Zendesk, both in English and Spanish. ● Assist customers with problems to pay through our payments processor, Stripe. ● Translate Typeform's Help Center articles from English to Spanish, in collaboration with the Education team. ● Monitor the company's social media and reply promptly to our users' questions using Hootsuite, Respond and Zendesk. ● Work closely with the engineering team, both directly and through Jira, to prioritise customers' requests and identify bugs and improvements in the platform. Show less

Collections Specialist

Airbnb

Sep 2014 - Aug 2016 (2 years)

● Contact customers via phone or email in an effort to identify payment options on overdue accounts and to bring their accounts to positive standing. ● Construct individually tailored solutions for all facets of the customer's repayment management through the use of education and debt repayment plans. ● Manage last-minute payments and make quick decisions to minimize losses. ● Analize trends in order to identify common causes of payment problems and provide potential solutions to them.

Payments Specialist

Airbnb

Jul 2012 - Aug 2014 (2 years 2 months)

● Understand Airbnb's products and policies thoroughly, especially the payments system. ● Deliver exceptional service to guests and hosts when payment-related concerns or problems arise. ● Work with our banking partner, WorldPay, when the situation requires a thorough investigation of the payment problem. ● Work with Payments Leads to develop and enhance internal and external policies. ● Proactively and independently work to meet targets and goals in individual efficiency and customer satisfaction. ● Monitor the company's social media (Facebook and Twitter) and reply promptly to our users' questions using Hootsuite. Show less

Customer Experience Specialist

Airbnb

Mar 2012 - Jul 2012 (5 months)

● Provide friendly and efficient customer support to the worldwide Airbnb community. ● Interact with our customers via phone and/or email to explain our website's operation and solve their questions and doubts. ● Research information and troubleshoot problems using available resources. ● Identify and escalate issues appropriately.

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Import Assistant

Jadiaz, S.L.

Jun 2011 - Dec 2011 (7 months)

● Contact international suppliers in order to get budgets for the products our clients demanded. ● Carry out wholesale purchases with the manager's approval. ● Monitor the manufacture and delivery of the goods from the factory of origin to our warehouses in Valencia.

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Tourist information agent

Manpower Business Solutions / Patronato de Turismo de Madrid

Oct 2010 - Jul 2011 (10 months)

● Provide tourist information about Madrid and its surroundings. ● Take inventory of the various maps and leaflets available at the information points. ● Report any incidence that occurred during my shift.

Free time instructor

InterWay Cursos de Idiomas en el Extranjero

Jul 2010 - Aug 2010 (2 months)

● Supervise a group of underage Spanish students during their stay in Colchester. ● Organize free-time activities and excursions to cities like Cambridge and London. ● Ensure the well-being of the students at all times.

Front Desk Receptionist

High Tech Hotels

Oct 2009 - Mar 2010 (6 months)

● Check-in and check-out of guests. ● Manage new reservations made by phone, email and fax. ● Update the hotel's internal database.

Free time instructor

InterWay Cursos de Idiomas en el Extranjero

Jul 2009 - Aug 2009 (2 months)

● Supervise a group of underage Spanish students during their stay in Brighton. ● Organize free-time activities and excursions to cities like Portsmouth and London. ● Work with other international instructors in common activities. ● Ensure the well-being of the students at all times.

Free time instructor

InterWay Cursos de Idiomas en el Extranjero

Jul 2008 - Aug 2008 (2 months)

● Supervise a group of underage Spanish students during their stay in Tralee. ● Organize free-time activities and excursions to places like Killarney National Park and Dublin. ● Ensure the well-being of the students at all times.

Marta Moral Alonso

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Marta Moral Alonso

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