• Produced weekly nationwide reports in Microsoft Excel and internal systems, consolidating data from multiple sources, verifying accuracy, and meeting strict reporting deadlines. • Took part in compliance audits across the dealer network: reviewed documentation, checked correct application of group procedures and standards, and logged deviations. • Tracked KPIs and NPS, identified recurring incidents, and proposed improvements to sales and after-sales administrative processes. • Liaised with several departments and the commercial network to resolve queries and follow cases through to closure.

• Advised and assisted over 5,500 international passengers, acting as a Spanish–Chinese interpreter for procedures, paperwork, and communication with diferent departments and authorities. • Handled incidents and complaints end to end: gathered the required information and documentation, escalated to the relevant area, and followed up until resolution. • Increased VIP service sales by 80% through proactive identification of client needs.