Marta Vazquez

. MARTA VAZQUEZ London • - •-LinkedIn Profile PROFESSIONAL SUMMARY Results-driven Customer Success and Business Operations Manager with over 10 years of experience optimising customer engagement, driving process efficiencies, and leading cross-functional initiatives. Expert in CRM transformations, project lifecycle management, and operational improvements. Adept at aligning technology with business strategies to enhance customer satisfaction, retention, and revenue growth. Strong track record of stakeholder engagement, strategic planning, and business process optimisation. CORE STRENGTHS ✓ ✓ ✓ ✓ CRM Optimisation (Salesforce) Requirements Gathering Business Process Improvement Agile & Change Management ✓ ✓ ✓ ✓ JIRA, ClickUp, Asana, Trello, Figma Customer Success & Engagement Quality Management Remote Team Leadership WORK HISTORY IT Business Partner, GSMA - London 09/2023 – Current • • • • Managing IT demand for specific business units, focusing on customer relationship development and aligning technology with business strategies ▪ Managing stakeholder expectations, communicating progress updates, assisting in resolving any hurdles and gathering their requirements for effective solutions Serving as the primary contact for IT issues for my business customers: ▪ Monitoring the level of customer satisfaction and focusing on continuous improvement of IT service delivery, building trusting partnerships with the business ▪ Consulting with the business to understand their business plans, operational objectives and roadmaps, identifying and initiating through the current governance processes Championing the Salesforce Transformation Project to optimise CRM and drive increased sales revenue through innovative products and services: ▪ Directing QA and UAT testing workstreams, overseeing user stories, test cases, and scripts to ensure quality outcomes Facilitating the re-launch of GSMA Advance, collaborating with suppliers to enable e-commerce sales via WooCommerce and Stripe Product Manager, QS - London 05/2021 – 09/2023 • • • • • Directed small to medium-scale projects that provided global comparative data on university performance, enhancing stakeholder knowledge Led cross-functional teams, ensuring the timely release of digital products and data solutions Orchestrated the timely release of a new Sustainability Ranking by ensuring effective liaison with Tech Teams for deployment Coordinated with Business Analysts and liaised with developers to facilitate technical testing and UAT processes Drew on stakeholder feedback to drive operational efficiencies and refine business strategies . Project Manager, GTR - London 03/2020 - 03/2021 • • • Main contact for the Performance Improvement Management System (PIMS) programme, driving initiatives forward for cross-functional projects for GTR and Network Rail, ensuring alignment with strategic objectives Produced a new performance-focused learning pathway for managers, enhancing skill development Collaborated on cross-industry projects to share best practices and improve overall performance Developed and utilised the GTR RM3P maturity model to bolster performance improvement efforts Project Manager, GSMA - London 01/2019 - 04/2020 • Supported the deployment of a Climate Toolkit, including a Climate Action Handbook and SBTI Company Guidance whilst managing multiple projects for the GSMA Climate Action Programme Sponsorship Project Manager, GSMA - London 04/2017 - 12/2019 • Project managed the sponsorship implementation at different GSMA events ranging from 500 attendees (Mobile 360 Series) to 110,000 (MWC Barcelona), ensuring progress against milestones and budget control • Secured budget for process improvements in Salesforce.com, resulting in operational savings of £50K in the first year • Designed and developed Salesforce tutorials and e-learning for 150-200 staff members • Performance reviewed as ‘exceptional' in FY18, as well as three consecutive performance-based awards Head of Sales Support, GSMA - London 04/2012 - 04/2017 • In charge of the smooth running of the rebook process onsite, worth £5 million in sales revenue • Directed a team of 4 in the creation and development of new sales processes via our CRM system, resulting in improved interdepartmental procedures and customer satisfaction • Produced metrics and analysis tools using Salesforce.com to inform decision-making, sales forecasting and strategic planning • Provided business analysis and project management support for Salesforce CRM integration projects such as the Online Event Manual EDUCATION • • • • • • Salesforce Business Analyst, Salesforce (2024) Introduction to Product Management, WIT Coursera (2022) Diploma: Construction Site Management, CDM Regulations (2021) Agile DSDM Practitioner: Project Management, APMG – London (2020) Agile DSDM Foundation: Project Management, APMG – London (2018) Post Graduate Certificate of Education (PGCE), Goldsmiths' College – London (2010)