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Summary

Driven, enthusiastic and adaptable, I gained experience in consumer service and accounting as an Administrative assistant and Customer Service Specialist with high level of customer satisfaction. I’m am friendly, self-motivated and passionate person who has been living in Ireland for more than three years working as Multilingual Customer Service Specialist, Trainer & Quality Lead and as a Team Lead at Voxpro, where I proved my skills.

As Trainer & Quality Lead and Team Lead in Voxpro I’ve demonstrated to be a hard worker with a positive attitude that always reach the targets by the deadline plus any other projects assigned.

I am used to be in an international environment where different cultures and languages is the norm and above all enjoy inspiring social interactions.

Work experience

Jun 2016Present

Team Lead

Voxpro

·         Drive Individual Customer Satisfaction Targets in line with Client KPI.

·         Drive Team Customer Satisfaction Targets in line with Client KPI.

·         Monitor and report on team performance to the Operations/Group Manager on a daily basis, maintain appropriate records as required.

·        Ensure that employee attendance, absence and working hours for the team are logged accurately and liaise with the HR and finance department in relation to payroll and people queries in a timely manner.

·         Drive New Starter and Refresher Training for all agents.

·        Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings.

·         Provide Support, Coaching and Leadership to the team at all times.

·        Ensure employee happiness by creating team connection, communicating direction and goals, providing regular performance feedback and developing members of the team to ensure career growth.

·         Develop on Policy and Processes to improve operational work flows.

·         Show Proactive and Reactive skills on a day to day basis.

·        Recruitment duties, including interviews and assessment centers

 

Feb 2016Jun 2016

Team Lead - Voxpro Mobilization Team 

Voxpro Bucharest - Romania

- Team Manager and Operational Support for the launch of new site (Bucharest).

- Recruitment duties, including interviews and assessment centers and Brand Promotion.

-  Drive team to meet and exceed metrics expectations; understand how to leverage the team to improve outcomes and take action to meet goals.

- Able to balance and prioritize the above based on seasonality and the needs of customers, team and The Client.  

-Liaising with the client on a regular basis and act as the main point of contact for all client queries.

Mar 2015Jun 2016

Trainer & Quality Lead - Airbnb

Voxpro

Managing the delivery of training and development programmes and, in a more senior role, devising a training strategy for the organisation

Monitoring and reviewing the progress of trainees through questionnaires and discussions with managers.

 Ensuring that statutory training requirements are met

 Evaluating training and development programmes.

 Amending and revising programmes as necessary, in order to adapt to changes occurring in the work environment.

 Evaluating agents call and case handling with regard to quality and customer service.

 Working with client training department for new‘ go lives' and to help ensure a smooth transition of their business into Voxpro.

 Monitor levels of quality provided to customers, complete Quality review forms and provide feedback to individual agents.

 Identify and implement initiatives to drive up Customer Satisfaction.

 Designing and maintaining course materials and other documents.

 Evaluating the effectiveness of training programmes and learning outcomes.

 Provide technical troubleshooting guidance to agents.

 Maintain up to date expertise on company products and procedures.

 Any additional responsibilities as business needs dictate

Jun 2014Mar 2015

Multilingual Customer Experience - Airbnb

Voxpro

Customer Service for AirbnbProvide friendly and efficient service to the European Airbnb community.Identify and escalate issues appropriately.Compose thoughtful and accurate messages or customize prepared responses to customer emails.Research information and troubleshoot problems using available resources.Be a first point of contact to handle customer queries.Respond professionally to inbound phone calls with a friendly manner, including urgent situations.

Feb 2013Mar 2014

Au Pair

Au Pair| Macroom, Cork​
Jun 2012Sep 2012

Administrative Assistant 

Villarreal's Town Hall(Castellon, Spain)

● Administrative tasks of the Juridical-administrative section. ● Duties in Public Administration as works in Plenary session and Governing Board and enter the information in the system. ● Assisting customers(direct, via phone and via email) ● Developed IT skills

Mar 2007Oct 2008

Administrative Assistant

Serravi S.L(Castellon, Spain)|

● Assisting customer ● Technical support via phone and email ● Dealing with technical and accounting issues: ● Invoicing ● Match invoices, packing slips and receiving documents to prepare invoices for payment ● File of documents ● Enter documents into the system. 

Education

20172017

Lean Six Sigma Yellow Belt

Voxpro
20072013

Political Science and Government

Universidad Miguel Hernandez

5 years Master Degree

20102011

Political Science and Government 

Universidad de Granada

Seneca Grant

20092010

Political Science and Government 

University of Rome - La Sapienza

Erasmus Grant 

Skills

Languages

Native Spanish & Catalan,  Proficiency English, Intermediate Italian

Flexible and adaptable
Troubleshooting experience
Able to learn quickly 
Good management of new technologies
Attention to detail and Analytical Skills
Customer Service
Multitasking and Time Managment