Remote Project Manager & IT Business Partner
Resume:
Marta Vazquez
Business Operations
Murcia, Spain
********@*******.***
www.linkedin.com/in/martavazquez2023/
SUMMARY
Business Operations Leader Driving Customer-Centric Processes & Operational Excellence Results-oriented Business Operations professional with over 15 years of experience driving customer engagement, improving processes, and leading cross-functional initiatives. Proven ability to enhance operational performance and deliver customer-centric solutions through effective project management and strategic execution. Experienced in CRM transformation, full project lifecycle management, and continuous process improvement. Strong track record of stakeholder collaboration, strategic planning, and business process optimization, consistently delivering measurable results and sustainable impact. EXPERIENCE
GSMA, Spain (remote) – Senior Customer Support Manager March 2026 – PRESENT
● Leading the delivery of our Salesforce CRM and Online Event Manual projects – collaborating across internal teams and acting as business analyst for the business with developers
● Implementing the Events Customer Support Strategy, enhancing customer experience
● Identifying opportunities to implement efficiencies and ensure operational continuity
● Translating customer insights into actionable and scalable experience improvements
● Optimising workflows and managing relationships with internal customers GSMA, London – IT Business Partner
September 2023 – January 2026
● Managing IT demand for specific business units, focusing on customer relationship development and aligning technology with business strategies
● Monitoring the level of customer satisfaction and focusing on continuous improvement of IT service delivery, building trusting partnerships with the business
● Championing the Salesforce Transformation Project to optimise our CRM and drive increased sales revenue through innovative products and services
● Directing QA and UAT testing workstreams, creating user stories, test cases, and scripts to ensure quality outcomes
SKILLS
Sales Operations ~ Customer Success
Processes ~ Project Management ~
Requirements Gathering ~ Business
Process Improvement ~ JIRA, Asana,
Salesforce ~ Bilingual in English and
Spanish
QS, London – Product & Project Manager
May 2021 - September 2023
● Directed medium-scale projects that provided global comparative data on university performance, enhancing stakeholder knowledge
● Led cross-functional teams, ensuring the timely release of digital products and data solutions
● Orchestrated the timely release of a new Sustainability Ranking by ensuring effective liaison with Tech teams for deployment
● Enhanced stakeholder experience by converting feedback into actionable functional improvements, ensuring solutions effectively met user needs and usability expectations GTR, London – Project Manager
April 2020 - April 2021
● Main contact for the Performance Improvement Management System (PIMS) programme, driving initiatives forward for cross-functional projects for GTR and Network Rail, ensuring alignment with strategic objectives
● Produced a new performance-focused learning pathway for managers, enhancing skill development
● Collaborated on cross-industry projects to share best practices and improve overall performance GSMA, London – Sponsorship Project Manager
April 2017 - April 2020
● Project managed the sponsorship implementation at different GSMA events ranging from 500 attendees (Mobile 360 Series) to 110,000 (MWC Barcelona), ensuring progress against milestones and budget control
● Secured budget for process improvements in Salesforce.com, resulting in operational savings of
£50K in the first year
● Designed and developed Salesforce tutorials and e-learning for 150-200 staff members
● Performance reviewed as ‘exceptional' in FY18, and 3 consecutive performance-based awards GSMA, London – Head of Sales Support
April 2012 - April 2017
● In charge of the smooth running of the rebook process onsite, worth £5 million in sales revenue
● Directed a team of 4 in the creation and development of new sales processes via our CRM system, resulting in improved interdepartmental procedures and customer satisfaction
● Acted as a key liaison between Sales and Customer Support teams, ensuring seamless handovers from pre-sales to post-sales and improving overall customer satisfaction
● Streamlined communication between commercial and support functions, proactively addressing client needs, accelerating issue resolution, and strengthening long-term customer relationships
● Produced metrics and analysis tools using Salesforce.com to inform decision-making, sales forecasting and strategic planning
● Provided business analysis and project management support for Salesforce CRM integration projects such as the Online Event Manual
EDUCATION
Salesforce, London – Business Analysis (December 2024) Coursera, WIT – Introduction to Product Management (2022) APMG, London – Agile DSDM Practitioner: Project Management (2020) Goldsmiths College, London – Postgraduate Certificate in Education (July 2009 – Sept 2010)
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