Cristina Lillo Escudero
Customer Excellence Specialist
LilloEscudero@gmail.com Ciutat Vella, Valencia 26th February 1991 Spanish
https://www.linkedin.com/in/cristina-lillo-escudero-/ +34 609 669 839
Accomplished Customer Experience and Digital Marketing Professional
Bringing a diverse skill set honed through extensive experience in customer experience management, online advertising, and sales. Highly
proficient in both Spanish and English, enabling effective communication and service in multicultural environments.
Skills
Organization — Adept at prioritizing tasks, managing deadlines, and maintaining efficient systems
Communication — Excellent written and verbal communication skills in English and Spanish, fostering positive relationships with tenants
and colleagues.
Problem-Solving — Proven ability to identify and resolve complex issues proactively, ensuring smooth operations and tenant satisfaction
Customer Service — Passionate about delivering exceptional customer service, exceeding expectations and building trust
Interpersonal Skills — Skilled at building rapport, fostering collaboration, and navigating diverse personalities (valuable for tenant
interactions).
Experiences
Sales Development Representative
VIDEXT
April 2024 – June 2024 | Valencia, ES
•Responsible for generating leads and qualifying prospects for the sales team.- Reach out to potential clients through various channels.
•Schedule meetings and demos.
•Responsible for generating leads and qualifying prospects for the sales team.
•Built strong relationships with new clients through proactive communication and personalized support, enhancing overall customer
experience.
•Delivered tailored presentations on AI video solutions, effectively addressing and resolving customer-specific communication challenges.
•Collaborate with sales team to maximize efficiency.
Technical Support Specialist
Google DV360 Via Teleperformance
March 2023 – March 2024 | Lisbon, PT
•Operated as a key technical contact, delivering strategic support to top-tier agencies and advertisers, thereby ensuring exceptional customer
experiences.
•Excelled in achieving sales goals while maintaining a high level of customer satisfaction by providing an unparalleled customer support
experience.
•Led efforts to resolve technical issues swiftly, enhancing customer satisfaction and ensuring smooth operational processes.
•Analyzed campaign metrics to identify performance improvements, optimizing clients’ advertising efforts for better results.
•Utilized additional troubleshooting tools such as Google Ads, Campaign Manager 360 & YouTube to enhance campaign efficiency and client
support.
•Applied programming knowledge (HTML, CSS, JavaScript) to provide advanced technical support and solutions tailored to client needs.
•Collaborated with internal teams to develop and implement strategies that improved overall customer support processes and client
satisfaction.
Technical Support Specialist / Senior Expert
Google Studio via Teleperformance
March 2020 – March 2023 | Lisbon PT
Promoted to Subject Matter Expert (SME) in Feb 2022 for Google Studio, excelling in creative campaign management and technical support for
clients across the US, Canada, APAC, and Europe.
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Product and Technical Expertise:
•Mastered Google Web Designer, HTML, CSS, and JavaScript to resolve technical issues and enhance customer experience globally
•Developed support systems for non-technical peers, optimizing Google Studio efficiency.
Sales and Customer Relations:
•Led customer experience initiatives, achieving sales targets and maintaining seamless Google Studio operations.
•Efficiently resolved complex issues, fostering client trust worldwide.
Training and Development:
•Delivered training sessions to improve team proficiency in Google products, boosting support quality and customer satisfaction.
•Created training content to address technical knowledge gaps.
Content and Optimization:
•Updated Help Center articles, improving user understanding and satisfaction.
•Streamlined documentation for better campaign execution and team efficiency.
Collaboration:
•Worked with creative teams to provide technical insights for high-quality ad creation and innovative campaign management.
Customer Support Specialist
Zalando via Teleperformance
September 2019 – March 2020 | Lisbon, PT
•Resolved customer inquiries and complaints regarding orders and deliveries, demonstrating exceptional conflict resolution and customer
service skills – transferable to addressing tenant concerns and maintaining positive relationships.
•Collaborated effectively with internal teams (warehouse, logistics) to ensure timely resolution of issues – similar to collaborating with
maintenance teams to address tenant requests.
Digital Community Manager
ICON hotel
October 2018 – September 2019 | Prague, CZ
Developed and executed social media strategy, boosting brand awareness and online engagement.
Campaign Management & Analytics:
•Led social media campaigns to increase direct bookings and showcase hotel amenities effectively.
•Utilized analytics tools to assess campaign performance and refine marketing strategies.
Event Coordination & B2B Relations:
•Managed B2B event marketing, promoting the hotel for professional gatherings and building key partnerships.
•Facilitated content collaboration, expanding the hotel’s business network.
Competitive Analysis & Market Trends:
•Conducted competitive analysis to stay ahead of market trends and maintain industry leadership.
•Adapted strategies based on market insights, ensuring the hotel remained a digital innovation leader.
Education
Aula CM
Escuela de Comunicación y Marketing
2018 | Madrid, Spain
Community Manager, Marketing, Diseño de paginas web con WordPress
UNED Universidad
História y Geografia
2012 – 2015 | Madrid, Spain
Instituto Bellaguarda
Bachillerato científico
2012 | Altea, España
Matemáticas, Biología, Geología, Ciencias Ambientales, Psicología, Física, Química.
Languages
Spanish (Native)
Catalan (Básico)
English (Fluent) Valenciano (Básico)
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Digital Marketing Certifications
•Google Creative Certification Exam
•Display & Video 360
•Google Ads Search Certification
•TikTok for Business
•Google Studio basics Build Web Pages With HTML and CSS
References
Upon request
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