My Experience
📚️ EDUCATION
- Professional Certificate in Designing for Accessibility
UX Design Institute | Currently studying
- Professional Certificate in UI Design
UX Design Institute | Currently studying
- Professional Diploma in UX Design
UX Design Institute | 2025
- MA in Cinematic Editing
ESCAC | 2010
- Cambridge CELTA (teaching ESL)
International House | 2003
International House | 2003
- BA (Hons) Film & Television Studies - 2.1
University of Surrey, Roehampton | 2001
Included exchange program at
Otterbein College, Ohio, USA
🎯 SKILLS
- UX Methodology
- CRM & CX Insight
- Visual Design and UX Writing
- Technical training, webinar presentation
- Motion & Video
- Stakeholder collaboration & Project Management
- User Empathy
- Problem-solving mindset
- Clear Communication
🖥️ TOOLS
Design & Visual Creation:
Figma / Photoshop / Illustrator / After Effects / Premiere Pro / Final Cut Pro
Customer, Marketing & Data Tools:
Hubspot / Typeform / Unbounce / Mailchimp / Froged / Zapier
Collaboration & Documentation:
Miro / Confluence / Office/Google docs
💼 EXPERIENCE
XRHealth (formerly Amelia Virtual Care)
XRHealth (formerly Amelia Virtual Care)
🔸 CRM OPERATIONS SPECIALIST | December 2023 - Current position
- Streamline CRM operations across all departments, improving system usability, reducing manual work, and improving cross-team efficiency, to support the full lead to customer journey.
- Redesign CRM architecture post-merger, unifying B2B, B2C, and B2B2C processes across four countries.
- Implement filtering and segmentation models that maintain strict HIPAA compliance for sensitive B2C data.
- Solve operational challenges with creative, user-centred solutions when standard CRM tools fall short.
- Clean and structure CRM data to support accurate reporting and alignment with business needs.
- Executed a successful, company-wide, vocabulary standardisation and alignment initiative.
- Produce internal documentation in Confluence to support cross-departmental alignment and enablement.
🔸 CX OPERATIONS | January 2021 - December 2023
- Maintained and optimised CRM processes for the Customer Service team, driving operational efficiency.
- Developed onboarding resources, product guides, and other Customer Experience materials.
- Implemented chatbots, in-app messaging, and client communication strategies to support user engagement.
- Built forms and feedback tools (CSAT, NPS, etc.) to uncover user insights and inform strategy.
- Supported team enablement and streamlined workflows to improve service delivery and consistency.
🔸 ONBOARDING & TRAINING LEADER, Customer Success | February 2018 - January 2021
- Managed customer communications, including email, in-app messaging, and chatbot content.
- Designed and produced onboarding materials, product guides, training content, and webinar landing pages.
- Improved onboarding workflows and coordinated customer training to support product adoption.
- Developed and maintained the company’s training Academy (LMS), including course materials and structure.
- Led engagement initiatives to increase renewals, reduce churn, and strengthen customer relationships.
- Managed the full customer lifecycle from trial to renewal, delivering onboarding, training, and support.
- Collaborated with Product and Tech teams on improvements based on customer feedback.
- Provided ongoing customer service, technical support, and issue resolution.
- Gathered, prioritised and communicated user feedback to relevant stakeholders to enhance the product.
🌍️ LANGUAGES
English — Native
Spanish — Bilingual
Catalan — Advanced