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CV
DANIELA ZAPPI TEJADA
Mobile: (+34) 647510778 Address: Carrer de Padilla 357, Barcelona, Catalonia, Spain
E-Mail: <PRESIDIO_ANONYMIZED_EMAIL_ADDRESS> Linkedin: <PRESIDIO_ANONYMIZED_URL>
Languages: Spanish & English (Fluent) 
EDUCATION
Esade Master’s in Marketing Management Barcelona, Spain
Master’s of Science (MSc) Graduating Score: 8.5/10 Sep 2022 – Jul/Oct 2023
• Specializations: Marketing Strategy, Brand-Driven Strategic Management, Designing Omnichannel Experiences, Digital Marketing, Understanding and 
Influencing Consumers, Marketing Analytics, Managing an eCommerce, Implementing Integrated Communications, Design and Marketing, Managing 
Luxury Brands
IE University Diploma in Digital Marketing Madrid, Spain
Diploma of Education Jan 2018 - May 2018
• Mastered: Digital Strategy & Analytics, Customer Journey & Experience Management, Branding & Digital Channels, Data-Driven Marketing 
(MadTech), E-commerce & Digital Sales, Leadership and Professional Skills
Illinois State University International Business Panama City, Panama
Bachelor of Science Jan 2019 – Aug 2022
• Graduating GPA: 3.7/4.0
University of Louisville Communications Panama City, Panama
Bachelor of Arts Jan 2019 – Aug 2022
• Graduating GPA: 3.5/4.0
RELEVANT EXPERIENCE
dsm-firmenich Barcelona, Spain
Customer Experience Representative Nov 2023 – Nov 2024 
• End-to-End Client Relationship Management: Served as the primary point of contact for prestigious clients, including Rigo Trading/Haribo, Zuegg 
Deutschland/Danone, and Hassel & Lyons, ensuring a seamless, strategic supply chain experience from order initiation to post-delivery support
• Salesforce-Driven Order & Inquiry Management: Utilized Salesforce CRM to efficiently manage and track customer orders and inquiries, optimizing 
workflows and enhancing responsiveness for a superior customer experience
• Key Account Negotiation & Business Development: Led and developed business volume for key accounts, negotiating annual agreements and identifying 
new opportunities to drive revenue growth
• Operational Excellence & Weekly Meetings: Ensured customer satisfaction by holding weekly meetings, optimizing product assortment, minimizing stock 
shortages, and providing strategic visibility to sales teams
• Logistics & Transportation Coordination: Addressed client-specific transport requirements, facilitating shipment requests and ensuring timely delivery 
while overseeing essential shipment documentation
• Sell-Out Performance Management: Monitored and analyzed sell-out results to ensure key account objectives were met, aligning strategies with business 
goals
• Budget & Performance Oversight: Managed budgets effectively, ensuring cost efficiency while maximizing impact. Provided regular reporting and 
performance insights to senior stakeholders
• After-Sales Service Excellence: Delivered high-quality after-sales service by proactively addressing client inquiries, resolving issues, and reinforcing longterm relationships to foster repeat business
• Proactive Upselling to Drive Revenue Growth: Identified and capitalized on opportunities to upsell additional products, leveraging client relationships to 
increase sales performance
Nestlé Global IT Hub Barcelona, Spain
Vendor Management Office – Internal Communications Roles Jun 2023-Oct 2023 
• Collaborated on Strategic Product Launch: Partnered with the Nespresso team to develop a targeted communication strategy for the introduction of their 
new compostable capsules, ensuring alignment with brand messaging and sustainability goals
• Led VMO Team Rebranding: Utilized marketing expertise to rebrand the Vendor Management Office (VMO) team, enhancing clarity and impact in 
communications with internal and external stakeholders
• Built Communication Framework for VMO Community: Designed a comprehensive communication strategy for the VMO Community of Practice, 
leveraging Workplace and Teams as primary platforms to foster engagement and streamline information flow
• Produced High-Quality Communication Assets: Prepared, edited, and crafted polished materials for internal communication channels, enhancing message 
consistency and brand representation
• Developed Engaging Presentation Content: Created dynamic, visually appealing presentations for onboarding sessions, executive meetings with the CIO, 
and cross-functional updates, contributing to effective knowledge sharing and strategic alignment across departments
Grupo Prival Panama City Panama
Marketing and Customer Experience Role Apr 2022 – Jul 2022
Marketing and Customer Experience Department Jan 2022 – Apr 2022 
• Led Daily Email Marketing Outreach: Designed and deployed daily email newsletters to a targeted client base of over 2,000 for a private equity bank, 
using Mailchimp to deliver high-value, informative content that aligned with client interests
• Performance Analysis and Strategic Enhancement: Tracked key performance indicators within Mailchimp to assess engagement rates, conducted in-depth 
analyses, and collaborated on strategies to optimize campaign performance and client retention
• Exclusive Brand-Building Events: Organized premium events, such as golf tournaments, to boost brand recognition, strengthen client relationships, and 
attract high-net-worth prospects, enhancing the private equity bank’s profile through high-touch experiences
• Milestone Event Coordination for the Clientele: Spearheaded the planning and execution of the bank’s 12th-anniversary concert, coordinating every detail 
for a guest list of over 1,000, ensuring a memorable experience that reinforced brand loyalty among valued clients
Deloitte Panama City, Panama
Marketing Department Jun 2018 – Aug 2018
• Provided Strategic Marketing Support: Actively assisted the Marketing Department with key initiatives, ensuring seamless daily operations and 
contributing to the team’s overall success
• Developed Client-Centric Briefs: Crafted compelling briefs tailored for both potential and existing clients, effectively conveying value propositions and 
aligning with Deloitte’s brand standards
• Collaborated on Financially-Informed Presentations: Worked closely with accountants and financial advisors to gain a comprehensive understanding of 
project objectives, enabling the creation of visually engaging presentations that communicated complex information clearly to clients
• Coordinated Annual Firm-Wide Event: Played an integral role in organizing Deloitte’s annual all-staff event, ensuring meticulous planning and execution 
to foster employee engagement and celebrate team achievements
Agencias Motta, S.A. Panama City, Panama
Beauty & Care Marketing Department Jul 2017 – Aug 2017 
• Curated Portfolio Expansion: Handpicked new product offerings to enrich the distributor’s portfolio across the Panamanian and Costa Rican markets, 
aligning selections with regional consumer trends and brand positioning
• Performance Monitoring: Conducted continuous performance analysis at various sales points to ensure optimal market placement and consumer reach, 
using data to drive proactive decision-making
• Competitive Price Analysis: Leveraged Excel to conduct in-depth price comparisons with similar market products, ensuring competitive positioning and 
maximizing profit margins
• Creative Asset Coordination: Spearheaded the adaptation and coordination of creative advertising materials, ensuring that each asset aligned with brand 
guidelines and effectively communicated value to the target audience
• Content Creation and Engagement: Authored engaging, informative articles for the company’s online beauty blog, fostering a strong connection with the 
brand's audience and positioning the company as a thought leader in the beauty space
LANGUAGES & DIGITAL SKILLS
• Languages: Spanish (Native), English (Fluent), French & Italian (B1)
• Digital Skills: Facebook Ads, Google Ads, SEM, SEO, Google Analytics, Salesforce, PowerBI, JASP, Adobe Experience Manager (Advanced), Jira 
(Advanced), Adobe Analytics (Intermediate), SPSS (Advanced), PowerPoint, Excel, Word (Advanced), Mailchimp, SAP, CRM. 
• Certifications: Google Analytics, Google Display Ads, The Video Method by Dani G Schulz

Job description 
Customer Service Specialist
Barcelona — SPAIN
HomeJoin our teamExplore opportunitiesCustomer Service Specialist
Req ID

94183

Posted

Jan 16, 2025

Function

Other

Location

Barcelona, B, ES, 08000

CUSTOMER SERVICES REPRESENTATIVE

Location: Barcelona, Spain

 

The Customer Service Representative is the primary contact for customers, providing outstanding support and resolving inquiries with efficiency and professionalism. In this role, you will address a variety of customer needs, such as providing product information, troubleshooting issues, and managing service requests, all while ensuring clear and effective communication. Working closely with cross-functional teams, you’ll play a vital role in fostering customer satisfaction and loyalty by upholding service level agreements and company guidelines.

 

 

Your main focus:

 

· Customer Interaction and Resolution: Act as the first point of contact for customer and commercial care, providing prompt and professional support across multiple communication channels (phone, email, chat, etc.).

· Order Management: Handle all types of customer orders from placement to invoicing, ensuring accuracy and efficiency. Manage order rescheduling, back-order management, and invoicing (EDI, PDF, or mail).

· Collaboration with Internal Teams: Work closely with Shared Service Center (SSC) Credit Management to address blocked orders, Planning and Logistics to meet requested delivery dates, and Transportation teams to track deliveries. Provide valuable order and volume insights to these departments.

· Customer Communication: Deliver clear and accurate information to customers regarding orders, delivery statuses, invoices, product availability, pricing discrepancies, and claims. Maintain the company’s tone and customer experience standards while adapting to customer-specific needs.

· Returns and Refusals: Manage returns and refusals, including analysis, approval coordination, and processing with the SSC.

· Issue Resolution and Escalation: Troubleshoot and resolve customer issues efficiently, escalating complex cases to the CS Operations Manager when required.

· Audit Support and Compliance: Provide support for daily, monthly, and yearly audit checks (e.g., OTC22, OTC50), ensuring compliance with company policies and standards.

 

Working for Coty means constant opportunities and change. You will be managing a lot of things at the same time, but this is also what makes it exciting!

 

 

Key success measures for the Customer Services Representative include the following:

 

· Operational Efficiency: Achieve high Fill Rate On Time (FROT) and Order Accuracy rates while ensuring timely delivery cycles and error-free order processing. Support revenue recognition reconciliations and provide accurate data in daily operational updates (DDS).

· Customer Satisfaction: Maintain excellent Customer Satisfaction Scores (CSAT) through efficient, accurate, and professional customer service interactions.

· Training and Development: Complete all required training programs and demonstrate ongoing professional growth and skill enhancement.

· Process Adherence and Improvement: Strictly follow standard operating procedures (SOPs) and work instructions while contributing to continuous process improvements.

 

The Customer Services Representative will liaise with various stakeholders, such as:

 

· BU CS Operations Manager

· BU Sales representatives

· BU Supply planning

· Logistics & transportation

· Customers

· Master data analysts

· SSC

 

YOU ARE A COTY FIT

 

You have strong problem solving skills and have the ability to think quickly & resolve issues effectively. As a Customer Services Representative, you get energy from working in a fast-paced, diverse, and challenging environment.

 

Other than that, we are looking for candidates who:

 

- Have a high school diploma or equivalent (required)

- Bachelors degree in a relevant field (preferred)

- 1-3 years experience in a customer service, support or call center role

- Knowledge & technical understanding of SAP for Order Processing

- Experience with CRM tools (e.g., Salesforce, Zendesk) will be a plus

- Basic fluency/proficiency in English and proficient or native in any of the following languages: Spanish, French, Italian, Dutch, German

- Good communication & interpersonal skills

- Strong MS office skills, especially MS Excel

- Multitasking ability, with excellent time management and organizational skills

 

 

OUR BENEFITS

 

As our Customer Services Representative, some of the benefits you will receive are:

 

· Competitive remuneration and perks will be matched with your experience and knowledge.

· Ticket restaurant (daily diet for meals)

· Company products / Access to the company shop

· Life and accident insurance

 

 

 

RECRUITMENT PROCESS

 

· A screening call with the recruiters

· A first online/in-person interview with hiring managers

· A second interview (optionally)

· Feedback, verbal offer

· Hiring

 

 

ABOUT COTY

 

Coty is one of the world’s largest beauty companies with an iconic portfolio of brands across fragrance, color cosmetics, skincare, and body care. At Coty, we celebrate the entire human kaleidoscope and cultivate a culture of fearless kindness. Therefore, we are proud to be an equal opportunities employer. We do not discriminate against any candidate or employee and strive to be an open, inclusive and diverse workplace where all employees can be their authentic self. Join us in making over the world of beauty!

For additional information about Coty Inc., please visit www.coty.com/your-career.

questions et reponses a optimiser

Candidate Name:  	 Daniela Zappi
How did the candidate hear about the opportunity:
	LK headhunt
What is your motivation for looking for a 
new opportunity/ applying to Coty?	 
 Daniela is motivated to find a new role that aligns with her passion for the beauty industry and enhances her client interaction experience. She has expressed an interest in contributing to a company known for its innovative products and customer-centric approach, such as Coty. After leaving her previous position, she is eager for new challenges and opportunities to utilize her skills in a more fulfilling environment.


Education:
	o	 Master of Science in Marketing Management from ESADE (September 2022 - October 2023).
o	Bachelor of Science in International Business from Illinois State University (January 2019 - August 2022).
o	Bachelor of Arts in Communications from the University of Louisville (January 2019 - August 2022).
o	Diploma of Education in Digital Marketing from IE University (January 2018 - April 2018).

Previous/Current Company & Position & reason for leaving?
	o	 Current Position: Customer Experience Representative at dsm-firmenich (November 2023 - November 2024). 
o	one-year contract : it was a great opportunity, but she is now seeking something new that aligns better with her passions and goals, particularly in a field she loves.
o	Previous Role: IT Vendor Management Communications Intern at Nestlé (June 2023 - November 2023). She was involved in vendor management and internal communications, helping to develop communication strategies for branding initiatives.
o	Other Experiences: Marketing and Customer Experience Assistant at Grupo Prival, specializing in marketing campaigns and client engagement.


Overview of Candidates relevant experience to date:
	 Daniela has a comprehensive background in customer experience, marketing, and project management. In her role at dsm-firmenich, she managed client relationships and utilized Salesforce for order management, demonstrating her ability to thrive in client-facing roles. Her experience with Nestlé provided her with insights into vendor management and internal communications, enhancing her collaborative skills across departments.

Technical Skills:




	o	 SAP: Daniela has experience with order processing and placement 
o	Excel: She has strong proficiency in Microsoft Excel, which is essential for managing customer data and reporting.
Additional Screening Comments - relevance of Experience, Communication & Soft skills
  
 Daniela possesses excellent communication skills, being fluent in both English and Spanish, which are crucial for interacting with diverse clients. Her accent is very good in English, enhancing her professionalism in customer interactions. She is adaptable due to her experience living in various countries, which enables her to connect with people from diverse backgrounds. 

Daniela is currently available to start ASAP, making her a timely addition to any team. Her customer-focused approach and enthusiasm for creating meaningful client relationships align well with the requirements of the Customer Service Specialist role at Coty.


Additional Information Required
Have you previously worked for Coty, either as a permanent employee, contractor, temp or via a 3rd party?   
If yes, please confirm:
As a permanent employee or other engagement:
Dates:
Title:
Hiring Manager:
Reason for leaving:
If the candidate has previously worked for Coty, please liaise with the Coty HRBP and take their lead on the rehire approval.
Do you have the Right to Work in the Country of this position?	 Yes , she’s Panamanian 
What documentation can you provide to support this?	Resident card
Do you require sponsorship?	To be discussed
Do you require relocation?	no
Do you have a non-compete clause from your current/previous employer and can you validate the duration of the non-compete?	no
What are your salary expectations/current salary?
Current salary is optional and should only be asked if legally required for completion of offer/contract.	 She’s willing to receive an offer from €30,000  
What is your current notice period?	 Available in February she’s eager to start ASAP
Have you been actively applying for roles?  If so, are you in process for anything and what stage are you at? 	Yes, she’s currently under process with two other company, but she’s really interested to work for COTY 
Do you currently have any vacations booked?	No 
Are you available to travel for business, if required?	Yes 
What is your availability to interview?	Ok for 10th of February