🎯 Core Competencies: From ITSM to Business Operations (SSC)
My added value lies in acting as an operational bridge: I understand IT architecture logic to coordinate with technical teams, apply regulatory rigor, and manage business exceptions from day one.
📊 Operational Control & Exception Management (SSC)
Level: Advanced Operational | Evidence: Clorian 2.0 (O2C Reconciliation, three-way match), Digital Banking (AHT, FCR, fraud prevention)
- Detection, classification (CRITICAL/HIGH/MEDIUM), and escalation of financial or process deviations.
- Rigorous application of resolution SLAs (e.g., 48h) and tracking of operational KPIs.
- Generation of executive summaries for stakeholders, prioritizing actionable insights over raw data dumps.
⚙️ Enabling Tech Stack
Jira / Confluence: Workflow configuration, webhooks, and basic administration to ensure traceability.
Java / SQL: Understanding of architectures and queries to coordinate with development teams (not active development).
REST APIs: Understanding of system integration to automate business flows and reduce operational latency.
🛡️ Compliance & Standardized Processes
Documentary rigor and application of regulations in high-demand environments:
- GDPR / PSD2: Secure data handling and treasury operations in digital banking (INTELCIA / Banc Sabadell).
- ISO 9001: Workflow standardization and continuous improvement in incident management.
- Auditing: Complete traceability of each case, from detection to closure, focusing on learning to prevent recurrence.
🌐 B2B Multilingual Communication
Operational proficiency in 4 languages, a strategic differentiator for Shared Service Centers (SSC) in Barcelona:
- ES Native
- CAT Native
- FR C1 (TikTok France moderation + 8-month linguistic immersion in France, 2024/2025)
- EN C1 (Critical technical support at Gas Natural and Banc Sabadell)