Experience

Kigo, a Guesty Company

• Spain
• Information Technology & Services
• 1 - 100 Employee

• Implementation Manager

  • 2020 - Present

• Team Lead

  • 2018 - 2020

• Implementation Consultant

  • Jan 2016 - 2018



Avis Budget Group

• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Team Leader Zipcar AT/DE/FR/ES

  • Jan 2015 - Jan 2016

  Responsibilities:  Managing a team of 32 agents for Zipcar Austria, France, Spain and Germany specialized in the German and Austrian market  First contact of outsourcing company to ensure service quality over night  Reporting to senior and country management  Supervising administrative tasks and the voice part of the team  Coaching, supporting and managing the team  Responsible of setting, determining and following up on targets, workflow, processes and… Show more Responsibilities:  Managing a team of 32 agents for Zipcar Austria, France, Spain and Germany specialized in the German and Austrian market  First contact of outsourcing company to ensure service quality over night  Reporting to senior and country management  Supervising administrative tasks and the voice part of the team  Coaching, supporting and managing the team  Responsible of setting, determining and following up on targets, workflow, processes and procedures  Recruiting, training and coaching of new and current staff  Allocating workload to ensure that the service level agreements are met  Introducing new products and markets to the team  Escalation management Achievments  Launch and training of local administrative task to the whole Zipcar Team increasing their productivity and achieving its SLA  Launch of the new German market to the Austrian Team  Introduction of Avis Budget calls raising the agents telephone productivity to 90 percent  Creating and fulfilling action plan to improve quality and meeting deadlines set by the countries  Creating and launch of incentives system for all Zipcar agents Additional business related schoolings: - January 2015 Avis Budget Group Developing and Coaching People - November 2015 Avis Budget Group The Role of the line Manager

• Support Team Specialist

  • Jan 2013 - Jan 2015

  Responsibilities  Supervising, coaching and training a team of 15 people of the French, Italian and German market  First escalation point for agents and countries  Helping team leader with recruitment  Ensuring that IDPs are covered Achievments  Launch of new market to the BCC which was closed down in Germany by giving the know how trained to the new team in the BCC  Creating and meeting deadline of action plan to improve quality



Avis Budget Group EMEA

• Railroad Equipment Manufacturing
• 1 - 100 Employee

• Support Team Agent

  • Sep 2010 - Dec 2013

  Responsibilities  Giving reservation support to corporate clients and travel agencies via email  Responding to private customers enquiries via email or live chat Responsibilities  Giving reservation support to corporate clients and travel agencies via email  Responding to private customers enquiries via email or live chat