Administrative & Brand Operations Coordinator at Ambu Coffee & Nubra Coffee Roasters (2026-03 – Present)
- Support administrative and financial operations by managing supplier invoices, reconciliations and expense tracking through Holded.
- Coordinate wholesale support activities, including B2B customer communication, sample shipments, sales follow-up and order coordination.
- Maintain customer information and sales documentation while supporting day-to-day commercial operations.
- Prepare monthly Excel reports analysing sales performance, expenses and business trends across multiple locations.
- Plan, create, edit and schedule digital content across Instagram for two brands, ensuring consistent brand communication.
- Manage customer enquiries through social media, providing product information and post-sales support in a timely and customer-focused manner.
- Coordinate newsletters, marketing campaigns and administrative tasks while collaborating directly with company founders.
Customer Experience & Operations Lead at FC Barcelona – Spotify Camp Nou (2019-05 – 2024-11)
- Managed the end-to-end lifecycle of wholesale and corporate sales orders, coordinating order preparation, payment processing, invoicing, personalisation and domestic/international fulfilment.
- Served as the primary point of contact for recurring B2B customers, responding to enquiries via email and Microsoft Teams while ensuring timely order execution and delivery.
- Processed customer sales orders, validated billing information and prepared invoices, ensuring accuracy and compliance with internal procedures.
- Coordinated premium product shipments and international deliveries, maintaining full order traceability and high customer satisfaction.
- Managed customer claims involving damaged products, duplicate payments, failed transactions, logistics delays and operational issues, resolving most cases the same day.
- Investigated customer enquiries received by email and in person, collaborating with Finance, IT and Logistics to deliver efficient solutions.
- Processed retail returns, exchanges and refund transactions while coordinating B2B return requests following commercial approval.
- Maintained accurate operational records and financial documentation, supporting customer data accuracy throughout the order process.
- Managed daily financial reconciliation across cash, card and digital payment channels, consistently maintaining near-zero discrepancies on daily closings exceeding €200K.
- Executed monthly financial reconciliation by consolidating daily reports and submitting validated documentation to the Finance department.
- Produced weekly KPI and commercial performance reports analysing revenue, conversion, average basket, units per transaction and complementary sales performance for Store Management and HQ.
- Used Microsoft Excel to prepare operational reports, financial reconciliations and performance tracking, supporting business decision-making.
- Led daily operations for teams of up to 100 employees during peak trading periods, coordinating staffing, training, coaching and performance follow-up.
- Collaborated daily with Commercial, Finance, Logistics, IT, Printing and Visual Merchandising teams to ensure efficient operations and resolve cross-functional issues.
- Developed operational documentation and troubleshooting procedures that improved team autonomy and reduced manager intervention during daily operations.
Visual Merchandising & Retail Associate at Nike (2016-10 – 2019-10)
- Delivered premium customer service in a flagship retail environment, managing sales transactions, returns and exchanges.
- Supported omnichannel order fulfilment while maintaining stock accuracy and operational efficiency.
- Executed global Visual Merchandising standards through campaign implementation, layout updates and mannequin styling.
- Produced weekly Visual Merchandising reports with photographic documentation for Iberia HQ.
- Selected for the Nike Big Box launch team and El Corte Inglés Portal de l'Àngel opening, coordinating visual implementation and supporting team execution during store openings.
Sales Associate at Cortefiel (Grupo Tendam) (2015-12 – 2016-08)
- Delivered customer-focused service while managing sales transactions, returns and exchanges in a high-volume retail environment.
- Supported inventory organisation, merchandising execution and daily operational activities to achieve commercial objectives.
Assistant, Production & Operations at 11:11 by Amanda Ball (2014-09 – 2015-08)
- Supported wholesale and retail customers by managing enquiries, orders, invoicing and logistics coordination.
- Coordinated shipment tracking and post-sales support for domestic and international customers.
- Assisted with customer claims, returns and issue resolution while maintaining excellent customer service.
- Supported marketing initiatives through content creation and customer communication across email and social media.
- Assisted with production planning, fashion events and administrative operations within a growing fashion brand.
