Maria Molina Gonzalez

Experienced Customer Success and Client Relationship professional with 10+ experience managing B2B and B2C customer portfolios across SaaS, automotive, retail, luxury brands and multinational organizations. Recognized for driving customer retention, product adoption, account growth and service excellence across UK, European and international markets. Fluent in English and Spanish with strong expertise in Salesforce, SAP, Zendesk, Atlassian, Jira and CRM-driven customer engagement strategies.

CUSTOMER SUCCESS MANAGER - Percepta | Ford Pro UK - Hybrid

(2024-11 - 2025-12)

Manage customer relationships across UK and Spanish speaking markets for Ford Pro Telematics and Data Services.

• Act as the primary point of contact for customer enquiries, escalations, and service-related issues.
• Monitor customer health metrics and collaborate with the technical and operational teams to improve customer outcomes.
• Maintain high levels of customer satisfaction while supporting enterprise telematics customers across multiple markets.
• Deliver customer success strategies that support long-term account growth and service excellence.

MULTILINGUAL BRAND AMBASSADOR - Ventrica Ltd. UK - Remote

(2021-11 - 2024-08)

Delivered premium multilingual customer support for global luxury and lifestyle brands including Carolina Herrera, Jean Paul Gualtier, Rabanne, Dr. Martens, UGG, HOKA and Teva.

• Managed B2C customer interactions across phone, email, live chat, and social media channels.
• Resolved complex customer issues, escalations, refunds, and order-related enquiries while consistently achieving 98% service KPIs.
• Built strong customer relationships and enhanced brand loyalty through personalised customer experiences.

CUSTOMER SERVICE ACCOUNT COORDINATOR - Wolverine Europe Ltd. UK - Office based

(2019-12 - 2021-11)

Managed a portfolio of more than 150 B2B customer accounts across UK and Spanish speaking markets.

• Coordinated order management for the different collections (AW /SS), returns warranty claims and credit note processes using SAP.
• Acted as a key liaison between customers, sales, finance, demand planning and logistics teams to ensure seamless service delivery.
• Supported customer retention through proactive account management and issue resolution.
• Maintained strong relationships with wholesale partners and key stakeholders.

CUSTOMER SERVICE REPRESENTATIVE - EU Rooms UK - Office based

(2019-03 - 2019-11)

• Managed tenant enquiries relating to tenancy agreements, rental payments and maintenance / repair requests.
• Coordinated communication between tenants, landlords and service providers.
• Ensured timely issue resolution and a positive customer experience.

CUSTOMER SERVICE REPRESENTATIVE - Siemens Rail Automation, Spain - Office based

(2015-10 - 2019-01)

Supported major transportation customers including Renfe, Metro de Madrid and Adif.

• Processed quotations, purchase orders, and deliveries using SAP.
• Coordinated with internal departments to ensure accurate and timely fulfilment of customers' requirements.
• Contributed to operational improvements through document digitalisation and process optimisation initiatives.

English Translator Studies - Translation and Languages - Universidad Nacional de Cordoba, Argentina

English as a Foreign Language - Languages - Harvard University, USA

Bachiller Superior Humanidades - High School - Neuquen, Argentina