Esther Martinez Saiz
Operations Support Analyst @KONUX
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WORK HISTORY
Operations Support Analyst @KONUX
Munich, DE
Led end-to-end support for 7+ international accounts, overseeing onboarding, delivery, and offboarding processes.Analyzed and escalated product issues, ensuring effective stakeholder communication and service continuity.Excelled in Customer Service Operation activities, managing Ticketing, Reporting, and Roll-out support.Managed stakeholder relationships with a 95%+ success rate in resolving owned tickets within defined SLAs.Spearheaded documentation (SOPs & Processes) and automated operational activities to optimize Service Delivery.Conducted smaller-scale data analytics tasks, specializing in identifying hardware-level issues through signal analysis (monitoring and alerting), showcasing expertise in supporting IoT products across their lifecycleNavigated the support operational model, aligning efforts with company and team OKRs (to ensure optimized project and delivery outcomes.)Supported the creation and implementation of Team and Service KPIs, including knowledgemanagement and cost optimization initiatives.
EDUCATION
Ironhack
Full-stack web developer
Mount Temple Comprehensive School
Summer English Course
Stockholms universitet
Erasmus+
IES Lorenzo Hervás y Panduro
High school education in Humanities
ISTRAD
Master’s in Audiovisual Translation: Subtitling, Dubbing and Localization
Universidad de Alcalá
Bachelor in Modern Languages and Translation
ABOUT ESTHER MARTINEZ SAIZ
Curious, versatile, and perseverant. I have a strong interest in multiculturalism, new technologies, and audiovisual communication, in addition to strong customer service skills.
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