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Malt Strategy
Ivanna O.IO

Ivanna O.

Customer Support & Email Marketing

€130/day
Madrid, ES
3-7 years
customer service
Zendesk
Email marketing
Inbox management
Shopify

Average response time: 1 hour

About Ivanna

I help ecommerce and service-based businesses keep their customer communication and email operations running smoothly and efficiently.

With 5+ years of experience, I specialize in inbox management, customer support, and email marketing execution. I’ve worked with international teams across the US, LATAM, and Europe, handling high volumes of communication while keeping processes organized and reliable.

What makes me different is that I integrate quickly into existing teams. I don’t require heavy onboarding or constant supervision — I’m used to figuring things out, adapting fast, and taking ownership of day-to-day operations.

I can support with:

- Customer support & inbox management (Zendesk, email, ticketing systems)
- Email marketing execution (Salesforce Marketing Cloud, Pardot, newsletters, QA, segmentation)
- Shopify & ecommerce support
- Spanish ↔ English communication and translations
- Workflow organization and process improvement

I focus on being reliable, detail-oriented, and making sure things get done without friction — especially in fast-paced environments.

  • Spanish

    Native or bilingual

  • English

    Native or bilingual

Remote only
Primarily works remotely

Experience

  • Beta Analytic
    Customer Support & Email Marketing Specialist
    February 2021 - Today (5 years and 5 months)
    Spain
    - Managed high-volume customer support across email, Zendesk, and calls for international clients (US, LATAM, Europe)
    - Handled inbox management and customer communication with a focus on fast response times and issue resolution
    - Executed email marketing campaigns using Salesforce Marketing Cloud (Growth) and Pardot
    - Built and coordinated newsletters, including segmentation, scheduling, QA, and campaign setup
    - Worked with contact databases, segmentation logic, and audience targeting across different regions
    - Performed QA checks before sends (links, dynamic content, testing, validations)
    - Coordinated webinars and email communications from setup to execution
    - Adapted quickly to new tools and workflows with minimal onboarding
    Email marketing Inbox management Translation Spanish English Project Management

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Education

  • The Strategy of Content Marketing Bronze Level Certification of Sales Professional Social Media Management Introduction to Marketing
    The Strategy of Content Marketing Bronze Level Certification of Sales Professional Social Media Management Introduction to Marketing
  • Bachelor's degree
    UPAEP
    2019
    Bachelor's degree

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