Cunit, Catalonia, Spain
Spiccate doti comunicative, empatico nella gestione delle risorse, problem solving e gestione dello stress.
Providing multilingual customer support to merchants via phone, email, and chat, ensuring a seamless payment experience.
I worked as a CRM Team Leader, overseeing a team of 30 individuals responsible for resolving customer complaints. My role involved managing the team's workflow, ensuring timely resolution of issues, and maintaining high standards of customer service.
I worked as a trainer, deployed to a new overseas location to lead the training efforts during the initial months of startup. With great success, I conducted training sessions for over 60 new customer care agents, ensuring they were well-equipped to deliver exceptional service.
I was responsible for quality control, verifying KPIs, and providing final approval for the resolution of cases handled by customer care operators. This involved ensuring adherence to quality standards, analyzing key performance indicators, and ultimately approving the resolution of customer issues.
Help desk tech/internet/phone