Available to hire
Hi there! I’m Katie McCormack, a Customer Experience & Client Engagement Specialist based in Barcelona. I manage high-value global e-commerce client portfolios across EMEA and APAC, partnering with senior stakeholders to ensure service excellence and strong client retention.
I design data-driven CRM dashboards, develop digital engagement strategies, and run onboarding and training programs that improve first-time resolution. I’m passionate about collaborating cross-functionally to tailor solutions that meet client goals, reduce escalations, and drive ROI across client-facing channels.
Experience Level
Language
Spanish; Castilian
Beginner
English
Fluent
Work Experience
Social Media, Sales & Community Specialist at Mango - Concentrix
June 1, 2019 - June 1, 2019Provided digital support and engagement across social, email, and live chat channels, managing 12.5+ client interactions per hour and maintaining 98% CSAT. Partnered with product and operations teams to align service delivery with client expectations, contributing to a 15% improvement in retention and satisfaction. Leveraged CRM insights to surface client pain points and inform proactive engagement strategies that reduced issue recurrence by 18%. Built and nurtured an online brand community of 2LM+ customers, strengthening client trust and long-term brand loyalty. Handled sales-related calls averaging 10.5+ per hour, achieving a L5% conversion rate through consultative engagement and tailored client solutions. Partnered with customers to identify cross-sell and upsell opportunities, boosting revenue while preserving long-term trust and satisfaction.
Customer Experience & Client Engagement Specialist at Mango - Concentrix
June 1, 2019 - October 31, 2025Managed a portfolio of high-value B2B wholesale and B2C e-commerce clients across EMEA & APAC, serving as a strategic partner to ensure service excellence and client retention. Acted as the primary point of contact for senior retail and wholesale stakeholders, overseeing escalations, invoicing, and ongoing service optimisation. Designed and maintained CRM dashboards (CSAT, retention, contact drivers) to identify client trends, enabling proactive action that boosted satisfaction scores to 98% and retention to 83%. Collaborated cross-functionally with Product, PR, and CRM teams to deliver tailored solutions aligned with client goals, reducing repeat escalations by 25%. Developed and executed digital engagement strategies that increased customer self-service adoption by 30% and improved overall ROI of client-facing digital channels. Delivered onboarding and training programs to upskill new and existing team members, ensuring seamless adoption of tools and processes and improving first-tim
Education
Bachelor's Degree at Liverpool Hope University
January 1, 2012 - January 1, 2015Qualifications
Industry Experience
Retail, Software & Internet, Wholesale & Distribution, Professional Services, Media & Entertainment
Experience Level
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