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<!DOCTYPE html>
<html lang="en">
<head>
<meta charset="utf-8" />
<link rel="icon" href="images/cv.ico" />
<meta name="viewport" content="width=device-width, initial-scale=1" />
<meta name="theme-color" content="#000000" />
<meta name="description" content="Frontend & Support Engineer portfolio website" />
<!-- Google Fonts -->
<link rel="preconnect" href="https://fonts.googleapis.com">
<link rel="preconnect" href="https://fonts.gstatic.com" crossorigin>
<link href="https://fonts.googleapis.com/css2?family=Noto+Sans+Mono:[email protected]&display=swap" rel="stylesheet">
<!-- Sass CSS-->
<link rel="stylesheet" href="sass/reset.css">
<link rel="stylesheet" href="styles/index.css">
<title>Carmen López — CV</title>
</head>
<body>
<div class="sidebar">
<a href="javascript:void(0)" onclick="showContainer('hero-bio')"><img src="images/home.png" alt="Inicio"></a>
<a href="javascript:void(0)" onclick="showContainer('experience')"><img src="images/work.png" alt="Experience"></a>
<a href="javascript:void(0)" onclick="showContainer('education')"><img src="images/education.png"
alt="Education"></a>
<a href="javascript:void(0)" onclick="showContainer('blog')"><img src="images/read.png" alt="Blog"></a>
<br />
<br />
<a href="mailto:[email protected]" target="_blank" rel="noopener noreferrer"><img src="images/mail.png"
alt="Email"></a>
<a href="https://www.linkedin.com/in/cgbl0/" target="_blank" rel="noopener noreferrer"><img
src="images/linkedin.png" alt="LinkedIn"></a>
<a href="https://github.com/cgbl-90" target="_blank" rel="noopener noreferrer"><img src="images/github.png"
alt="GitHub"></a>
<a href="https://t.me/cg_bl" target="_blank" rel="noopener noreferrer"><img src="images/telegram.png"
alt="Telegram"></a>
<br />
<br />
<h6>│</h6>
<h6>2</h6>
<h6>0</h6>
<h6>2</h6>
<h6>4</h6>
</div>
<section id="hero-bio" class="container" style="display:block;">
<span class="container-flex">
<div class="column">
<span>
<span class="avatar-wrapper">
<img src="images/avatar.png" class='avatar' alt="Education">
</span>
<h3>
<strong class="highlight ">Carmen López</strong>
</h3>
<span class="box">
<img src="images/role.png" class='icon' alt="Role">
<h4>Customer experience enthusiast, support engineer & frontend developer
</h4>
</span>
<br />
<h6>Currently, I work as Support Engineer at
<a href="https://www.chromatic.com/" target="_blank" rel="noopener noreferrer">
Chromatic
</a>
</h6>
</span>
<br />
<span>
<p class="badge badge-small">React</p>
<p class="badge badge-small">Visual Testing</p>
<p class="badge badge-small">Storybook</p>
<p class="badge badge-small">Node</p>
<p class="badge badge-small">Playwright</p>
<p class="badge badge-small">Version Control (Git)</p>
<p class="badge badge-small">Customer Experience Strategy</p>
<p class="badge badge-small">UI/UX Design Understanding</p>
<p class="badge badge-small">API Integration</p>
<p class="badge badge-small">Troubleshooting & Debugging</p>
<p class="badge badge-small">Automation Tools</p>
<p class="badge badge-small">Agile</p>
<p class="badge badge-small">Figma</p>
<p class="badge badge-small">Mentoring</p>
<p class="badge badge-small">Performance Optimization</p>
<p class="badge badge-small">Communication</p>
<p class="badge badge-small">Empathy</p>
<p class="badge badge-small">Problem-solving</p>
<p class="badge badge-small">Leadership</p>
<p class="badge badge-small">Collaboration</p>
<p class="badge badge-small">Adaptability</p>
<p class="badge badge-small">Conflict Resolution</p>
<p class="badge badge-small">Cultural Sensitivity</p>
<p class="badge badge-small">Time Management</p>
<p class="badge badge-small">Public Speaking</p>
<p class="badge badge-small">Coaching & Mentorship</p>
<p class="badge badge-small">Customer-Centric Mindset</p>
<p class="badge badge-small">Detail-Oriented</p>
<p class="badge badge-small">Emotional Intelligence (EQ)</p>
<p class="badge badge-small">Angular</p>
<p class="badge badge-small">English</p>
<p class="badge badge-small">Spanish</p>
<p class="badge badge-small">Russian</p>
</span>
</div>
<h5 class="column">
I've been working in the tech industry for over 10 years mostly in customer-facing roles.
As a frontend developer, I'm focused on creating customer-centric experiences with React.
As a Support Engineer, I focus on UI Testing.
<br /><br />
Previously, I worked as customer support agent, customer support lead, customer success manager &
regional/country
manager in e-Commerce, SaaS & Gaming companies. I've had the pleasure of working with great clients like:
<strong class="highlight">TED Talks, Aetna, NSU Florida, NASA, Harvard, Typeform</strong> and more. <br /><br />
Outside work, I'm passionate about empowering women in tech through mentorship and insights, focusing on
communication
training at Toastmasters. I enjoy exploring diverse viewpoints through travel and am currently pursuing a
Master's
in <strong class="highlight">Customer Experience Innovation</strong> at UNIR.
</h5>
</span>
</section>
<section id="experience" class="container" style="display:none;">
<span class="container-flex">
<div class="column">
<h3><strong class="highlight">Senior Support Engineer</strong></h3>
<h4>
<a href="https://www.chromatic.com" target="_blank" rel="noopener noreferrer">Chromatic</a>
(www.chromatic.com) is a SaaS company that offers a tool for developers to test their product's UI.
<a href="https://www.storybook.js.org" target="_blank" rel="noopener noreferrer">Storybook</a>
(www.storybook.js.org) is our open-source library for building and testing design systems.
</h4>
<span>
<p class="badge" style="background-color:#ff9800;">Since January 2023</p>
<p class="badge">DevTools</p>
<p class="badge">SaaS</p>
<p class="badge">B2B</p>
</span>
<br />
<br />
<h6>I provide technical support to clients, helping them troubleshoot issues and optimize their use of
our testing tools. I collaborate closely with development teams to address product enhancements and ensure a
seamless user experience and fasten customers' development process. My role involve platform debugging, UI
testing, interaction testing, code reviews and others.</h6>
</div>
<div class="column">
<h3><strong class="highlight">User Happiness Manager</strong></h3>
<p>
<a href="https://www.remote.com" target="_blank" rel="noopener noreferrer">Remote</a> (www.remote.com) helps
companies of all sizes employ full-time workers and contractors globally, handling international
payroll, benefits, taxes, and compliance across multiple countries.
</p>
<span>
<p class="badge">August 2021 ⎯ July 2022</p>
<p class="badge">SaaS</p>
<p class="badge">HR</p>
<p class="badge">EOR</p>
<p class="badge">B2B</p>
</span>
<br />
<br />
<h6>I served as the primary point of contact for clients and their employees, guided them through the
onboarding process, ensuring a seamless transition for new hires. Managed payroll inquiries, facilitating
accurate and timely compensation for employees while addressing compliance with local regulations. During
offboarding, I ensured that all necessary procedures were followed, including final pay and benefits
administration. My role involved coordinating with internal teams to resolve any issues efficiently.</h6>
</div>
<div class="column">
<h3><strong class="highlight">Customer Success Advisor</strong></h3>
<p>
<a href="https://www.remo.co" target="_blank" rel="noopener noreferrer">Remo</a> (www.remo.co) is a
video-first virtual space for virtual meetings, conferences, and distributed teams that fosters
real-time collaboration and strengthens company culture.
</p>
<span>
<p class="badge">April 2020 ⎯ August 2021</p>
<p class="badge">SaaS</p>
<p class="badge">Events</p>
<p class="badge">B2B</p>
</span>
<br />
<br />
<h6>I led client onboarding, technical implementation and training to ensure they achieved their desired
outcomes. I built strong relationships through regular engagement and provided troubleshooting support. I
identified growth opportunities by analyzing usage data and facilitated upselling of features. Additionally, I
collected client feedback for product improvement and assisted in planning and executing virtual events to
maximize client success and satisfaction.</h6>
</div>
<div class="column">
<h3><strong class="highlight">Country Manager Spain & LATAM</strong></h3>
<p>
<a href="https://www.joom.com" target="_blank" rel="noopener noreferrer">Joom</a> (www.joom.com) is one of
the
fastest-growing international e-commerce platforms, with a mission to enable people worldwide to buy
anything
at the best possible prices.
</p>
<span>
<p class="badge">September 2017 ⎯ January 2020</p>
<p class="badge">E-commerce</p>
<p class="badge">B2C</p>
</span>
<br />
<br />
<h6>I was responsible for developing and implementing a comprehensive market strategy, partnering with Sales,
Logistics,Marketing, Support, and other teams. I oversaw day-to-day operations, which included managing supply
chain logistics, inventory management, and ensuring that the e-commerce platform ran smoothly.</h6>
</div>
<span class="box" style="width:100%;">
<img src="images/important.png" class='icon' alt="Important">
<h5>Other companies: <a href="https://www.rjgames.com" target="_blank" rel="noopener noreferrer">RJ Games</a>,
<a href="http://www.2wtrade.com/en/" target="_blank" rel="noopener noreferrer">2wTrade</a>, <a
href="https://agn.gob.do/" target="_blank" rel="noopener noreferrer">AGN</a> & <a
href="https://www.banreservas.com/" target="_blank" rel="noopener noreferrer">Banreservas</a>.
Full resume by request.
</h5>
</span>
</span>
</section>
<section id="education" class="container" style="display:none;">
<span class="container-flex">
<div class="column">
<h4>MA in Innovation in Customer Experience</h4>
<h5><strong>Universidad Internacional de La Rioja</strong></h5>
<span>
<p class="badge badge-small" style="background-color:#ff9800;">Since March 2024</p>
<p class=" badge badge-small">Business</p>
<p class="badge badge-small">Communications</p>
</span>
<br /> <br />
<h6>This program is equipping me with the tools and strategies necessary to enhance customer interactions and
satisfaction in a competitive marketplace. I am learning about the critical role of effective communication,
brand management, and innovative practices in delivering outstanding customer service. Through coursework on
customer journey mapping and data analytics, I am gaining valuable insights into emerging trends in consumer
behavior, which will enable me to create and implement strategies that boost customer engagement.
</h6>
<br />
<span class="box">
<img src="images/diploma.png" class='icon' alt="Thesis">
<h6>Evaluation, Analysis, and Improvement Strategy of the Student Portal of the International University of La
Rioja (UNIR).</h6>
</span>
</div>
<div class="column">
<h4>MA in History and Mass Media Studies</h4>
<h5><strong>People’s Friendship University of Russia</strong></h5>
<span>
<p class="badge badge-small">2015-2017</p>
<p class="badge badge-small">Humanities</p>
</span>
<br /> <br />
<h6>I learned to combine historical analysis with the study of media's impact on public perception and
discourse. This interdisciplinary program allowed me to investigate how mass media shapes historical
interpretation and public memory. I engaged in critical analyses of historical texts and contemporary media,
developing my research skills and understanding of media theory.
</h6>
<br />
<span class="box">
<img src="images/diploma.png" class='icon' alt="Thesis">
<h6>BRICS in Latin American Print Media (2001-2016).</h6>
</span>
</div>
<div class="column">
<h4>BA in History</h4>
<h5><strong>People’s Friendship University of Russia</strong></h5>
<span>
<p class="badge badge-small">2010-2014</p>
<p class="badge badge-small">Humanities</p>
</span>
<br /> <br />
<h6>This degree provided me with a deep understanding of historical events,
processes, and methodologies. Throughout my studies, I explored a wide range of topics, from ancient
civilizations to modern history and significant cultural movements. This experience honed my critical
thinking, research, and analytical skills as I examined primary sources and engaged with different
interpretations of historical events. My main focus was Ancient History and Archaeology.
</h6>
<br />
<span class="box">
<img src="images/diploma.png" class='icon' alt="Thesis">
<h6>Cultural Policy of Pisistratus and the Pisistratids in Athens 560-510 BC.</h6>
</span>
</div>
</span>
</section>
<section id="blog" class="container" style="display:none;">
<span class="container-flex">
<div class="column">
<h4>Estrategia para Mejorar la Experiencia del Empleado</h4>
<hr>
<h6>
Para mejorar la experiencia del empleado, es crucial combinar datos operativos (O) y de percepción (X) para
identificar áreas de mejora, asegurar el apoyo de la alta dirección para conectar la experiencia con el ROI, y
escuchar continuamente el feedback de los empleados. Invertir en un entorno laboral cómodo y herramientas
adecuadas mejora la satisfacción, mientras que medir regularmente el compromiso a través de encuestas permite
monitorear el ambiente laboral y la lealtad, reduciendo la rotación y aumentando la productividad.
</h6>
<a href="https://telegra.ph/Estrategia-para-Mejorar-la-Experiencia-del-Empleado-10-19" target="_blank"
rel="noopener noreferrer">
<button>READ MORE</button>
</a>
</div>
<div class="column">
<h4>¿Cómo planificar y asegurar una Experiencia de Cliente de calidad?</h4>
<hr>
<h6>
Para asegurar una experiencia de cliente de calidad, es esencial diferenciar entre CX (experiencia del
cliente) y UX (experiencia de usuario), enfocándose en todas las interacciones de un cliente con la marca. La
gestión de CX incluye componentes como la accesibilidad, personalización, facilidad de compra y flexibilidad
en los canales. Es crucial comprender a la audiencia objetivo, crear una conexión emocional, y establecer una
visión clara de los valores de la marca. Todos los empleados deben estar involucrados en la gestión de CX, y
la experiencia debe medirse constantemente a través de indicadores clave como NPS, CSAT y CES.
</h6>
<a href="https://telegra.ph/C%C3%B3mo-planificar-y-asegurar-una-Experiencia-de-Cliente-de-calidad-10-19"
target="_blank" rel="noopener noreferrer">
<button>READ MORE</button>
</a>
</div>
<div class="column">
<h4>¿Qué es la Experiencia del Empleado y por qué es importante para el CX?</h4>
<hr>
<h6>
La experiencia del empleado (EX) es crucial para mejorar la experiencia del cliente (CX), ya que un equipo
comprometido y motivado impacta directamente en la calidad del servicio. EX abarca todas las etapas de la
relación del empleado con la empresa, desde la contratación hasta la salida. Invertir en EX aumenta la
competitividad, retiene talentos, y mejora la productividad. Además, el concepto de "Total Experience" combina
CX y EX para lograr un éxito empresarial sostenible, donde empleados satisfechos crean mejores experiencias
para los clientes. Esto reduce la rotación y aumenta las ganancias.
</h6>
<a href="https://telegra.ph/Qu%C3%A9-es-la-Experiencia-del-Empleado-y-por-qu%C3%A9-es-importante-para-el-CX-10-19"
target="_blank" rel="noopener noreferrer">
<button>READ MORE</button>
</a>
</div>
</span>
</section>
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