Back office y Atención al inversor

• Nov 2015 - Present

Customer Service Manager

• Oct 2014 - Aug 2015

- Daily, weekly and monthly analysis and reports regarding the clients. - Control client attendance. - Manage accounting and payments. - Direct customer service to the clients and solving any issue. - Social media marketing and Photoshop daily use to promote the activities in the Academy. - Daily, weekly and monthly analysis and reports regarding the clients. - Control client attendance. - Manage accounting and payments. - Direct customer service to the clients and solving any issue. - Social media marketing and Photoshop daily use to promote the activities in the Academy.

Operation Project Manager

• Jul 2014 - Sep 2014

Planning, management, coordination and financial control of staff (25 – 30 people). Planning, management, coordination and financial control of staff (25 – 30 people).

Operation Team Leader HTC Spanish and Portuguese Accounts

• Mar 2014 - Jul 2014

- HTC Technical Support Team Leader for the Spanish and Portuguese team. - Ensure achievement of KPIs, awareness of staffing, scheduling & absenteeism.- Responsible for team management, all the reports, analysis and conducting weekly conference call with the client to discuss the improvement area & action plans (if needed).- Responsible of handling customer complaints.- Communicating with Spanish and Portuguese repair centers, reporting to HTC Client.- Handle Account Advisers needed for on-job training and coaching. Ensure achievement of KPIs, awareness of staffing, scheduling & absenteeism.- Awareness of COPC processes, policy & Code of Conduct of company. Show less

Quality Assurance Executive

• Apr 2013 - Apr 2014

* Daily, Weekly and Monthly Analysis and reports (Advanced Excel reports and Power Point presentations to Client and Company).* Coaching and training on any mistakes reported on HTC UK, Spain, Portugal and South Africa Accounts* Evaluate weekly the Customer Service Agents work (around 35 agents) listening daily to their calls. * Train and coach on Quality and Customer Service regularly by giving presentations, daily tips and email supportive approach.

International Account Advisor - HTC Spanish

• Oct 2010 - Apr 2013

- Handle offshore technical support and CRM for HTC Spanish Customers - Resolves customers issues related to complaints and problems to the satisfaction of the customers - Escalates to L3 Technical Support Adviser issues that require a higher level of Technical Skills (Simulation using emulators, Troubleshooting, etc) - Resolves customer complaints and problems to the satisfaction of the customer - Achieve communicated quality targets - Complete all necessary documentation related to project operations - Adheres to the work schedule as planned and accommodate any business requests including flexible locations and working hours Results : Problem solving techniques, Escalation Management, Soft skills, Technical skills, CRM. Show less

Customer Service Manager

• Dec 2007 - Dec 2009

Customer Service Management on Internet Center (E-Point) in the International Terminal 4 in Madrid Airport Barajas. - Management and support of Internet connection to customers. - Giving technical support on wireless and other type of connections. - Printing and fax support. - Accounting and making daily report. Customer Service Management on Internet Center (E-Point) in the International Terminal 4 in Madrid Airport Barajas. - Management and support of Internet connection to customers. - Giving technical support on wireless and other type of connections. - Printing and fax support. - Accounting and making daily report.

Fashion Design Intern

• Sep 2008 - Nov 2008

Fashion Design Internship working with high couture linen, cushions, scarves and others. Fashion Design Internship working with high couture linen, cushions, scarves and others.

Customer Service Agent

• Feb 2007 - Dec 2007

Customer Service providing information about 'La Casa Encendida' a cultural and social center of Caja Madrid Bank in Spain. Customer Service providing information about 'La Casa Encendida' a cultural and social center of Caja Madrid Bank in Spain.