Reus, Catalonia, Spain
Customer Support Team Leader | Remote Operations | English & Spanish Experienced team leader with background in customer support and operations. Skilled in managing teams, handling high-pressure environments, and delivering consistent results.
Lead the management of international orders across European Union, United States, Mexico, and Canada. Coordinate with regional departments to resolve complex cases including refunds, product orders, payment platform issues, and regulatory compliance. Handle end-to-end escalation of complex cases while maintaining direct communication with customers. Deliver daily reports to stakeholders on case backlog, SLA compliance, identified issues, and actions taken. Analyze performance data, prepare reports, and monitor key KPIs. Coach, train, and supervise a team of 15 members, focusing on performance improvement. Optimize processes by identifying inefficiencies, proposing improvements, and enhancing workflow using internal tools. Advanced use of SPICE (case/order logging), Data Trax (payment and order history), Emarsys (customer communications), Microsoft Outlook, and Teams.
Cognizant Technology Solutions Philippines Inc. Philippines November 2018 – April 2024 (5 years 3 months) Universal Trainer-Supervisor for Google YouTube projects in Manila. Specialized in Training Needs Analysis (TNA) – designed and implemented effective training plans to close skill gaps and align with business objectives. Managed cases, orders, and customer support processes for Google YouTube. Advanced proficiency in Google Workspace and Excel for reporting, task automation, and data visualization. Led team communication, performance management, KPI tracking, and process digitalization.