Experience

Reflex Leads

• Spain
• Advertising Services
• 1 - 100 Employee

• Head Of Call Center

  • Apr 2019 - Present

  Up to 40 advisors and 2 supervisors - Create and define all the processes and procedures of the call center - Built dashboard for weekly KPI reporting and identify efficiency measures - Ran projects to increase the number of leads qualified and sales target, B2C and B2B - Weekly KPI and quality compliance reporting with Key stakeholders - Managed budget, forecast, planning, recruitment and workforce - Optimized processes though standardization and challenged consistency across teams - Coordinated advanced training to upgrade advisors team skills - Worked closely with other departments to align and promote group mindset - Business development of Spanish market - Weekly 1:1 with CEO in order to define needs and give feedback - Weekly meetings with teams’ supervisors Show less



SELLBYTEL Group Spain

• Spain
• Outsourcing and Offshoring Consulting
• 200 - 300 Employee

• Supervisor France and Mexico - Jacobs Douwe Egberts Project

  • Jun 2016 - Apr 2019

  Up to 30 agents and 2 team leaders, (5 remotely)- Monitored and reported team performance and KPIs achievement (SLA, COPC…)- Define new processes and procedures (call flow, call handling…)- Collect and analyze metrics, in order to report them to customer/management/quality team- Ensure the remote team activity in Mexico- Quality monitoring in a daily basis; track of training needs- Motivate and retain potential of team members- Weekly business review with the client- Managed mentors and agents performance through appraisals in order to improve productivity and quality- Weekly 1:1 and monthly team meeting with the team- Participated in the recruitment process with HR, payroll issues, workforce management and disciplinary actions- Escalation with IT department on a daily basis - Managed all disciplinary issues effectively Show less

• Mentor France and Benelux - Mondelez International Project

  • Jul 2015 - May 2016

  Up to 15 agents- Distributed and balanced workload over the agents- Quality check on a daily basis- Briefed the team on promotions/products and follow-up - Communication with management and the BO on a daily basis- Call and case monitoring (TAM)- Backup for Supervisor - Delivered country specific training for new agents

• Customer representative and Coach - Mondelez International Project

  • Jun 2013 - Jun 2015

  Customer service phone, emails and lettersCoach of the French Team and the new starters



ProCapital

• France
• Financial Services
• 100 - 200 Employee

• HR generalist (fixed term contract)

  • Jan 2012 - Jul 2012

  -Full process recruitment of the fixed-term contracts in the company : from publishing the offer until the integration -HR generalist tasks : payroll, workforce management, new procedures -Development, coordination of scheduled training courses -Full process recruitment of the fixed-term contracts in the company : from publishing the offer until the integration -HR generalist tasks : payroll, workforce management, new procedures -Development, coordination of scheduled training courses



QualityCourses

• Spain
• Education Administration Programs
• 1 - 100 Employee

• Marketing Assistant Internship

  • Jun 2011 - Sep 2011

  Marketing online : Development of French market Account administrator : customer and companies Marketing online : Development of French market Account administrator : customer and companies



Novotel Hotels

• France
• Hospitality
• 700 & Above Employee

• Recruiting Assistant (fixed term contract)

  • Jun 2010 - Sep 2010

  Recruitment process and interviews Recruitment process and interviews



BNP Paribas

• France
• Banking
• 700 & Above Employee

• Bank account Administrator (fixed term contract)

  • Nov 2009 - Dec 2009

  - International account tracking - Monitoring of all the international transfers - International account tracking - Monitoring of all the international transfers



Societe Generale

• France
• Banking
• 700 & Above Employee

• Account administrator Assistant (fixed term contract)

  • Jan 2009 - Feb 2009

  - Opening and verification of Import’s letter of credit. - Notification and verification of export’s letter of credit - Opening and verification of Import’s letter of credit. - Notification and verification of export’s letter of credit



Oscaro

• France
• Technology, Information and Internet
• 200 - 300 Employee

• Marketing Assistant Internship

  • May 2008 - Jun 2008

  Telemarketing and prospecting Telemarketing and prospecting



Terroir (fixed term contract)

• County Dublin, Ireland

• Prospecting agent

  • Feb 2008 - Feb 2008

  - Prospecting of the Dublin market on wines by targeting restaurant and hotel - Prospecting of the Dublin market on wines by targeting restaurant and hotel