Greater Barcelona Metropolitan Area
Self-motivated with strong creative and organizational skills leader. My main purpose is providing the best customer experience. I'm focused on investigating bottlenecks based on data and, being a resourcefulness problem-solver helps me in negotiating the best opportunities with the relevant stakeholders. I strongly believe that trust and communication are the foundation of the team and it is the first responsibility of the manager to lead as the role-model. My objective is to work in a Company with strong values and orientated to the people's growth.
- Journey monitoring. - Regular data collection, data analysis and data presentation. - Identify drivers, impact and potential issues/improvements. - Building ad hoc business cases. - Cross-Functional Team - Improve and define customer services processes - Use of process and continuous improvement methodologies such as PDCA and Lean Six Sigma - Problem solving and solution oriented - Prepare communications and keep the documentation updated - Negotiations
- Manager of team of 15+ new and experienced agents. - Recruitment Process - Team Building and Engagements activities. - Data Analysis. - Coaching conversations (performance and developmental conversations). - Time management - Self organization and prioritization - Team first point of contact (HR, IT, WFM) - Schedule Live monitoring. - Change Management.
- Opening center: Onboarding new properties, by acting as first point of contact and by providing support to the new partners both in the online registration process as well in the training. - Customer Service: Liaise with partners and resolve complex questions and queries. Provide accurate and complete information ensuring a high level of partner service. - Make effective decisions on when to escalate a case. - Content: Review and improve content, working also in the Machine Translation Project. - Credit Control: Guide partner in checking and read their invoices in the platform. - Team Leader Backup