Senior Qlik Consultant

• Jul 2012 - Present

Qlik Partner Manager

• Jun 2013 - Present

Senior Team Leader

• Jun 2010 - Jul 2012

• Manage the activity of 3 Coaches, a Quality Assurance Specialist and 30 agents throughout meeting the KPIs set for our project, exceeding the sales metrics while keeping a high Customer Satisfaction Rate.• Review the rectruitment process while attending the second stage interviews in order to gather newhiresfor the training group.• While dealing with collection calls, I have set up a negotiation policy in order to increase the collected ammount on every contact with the customer service.• Based on the members’ and agents’ feedback provide proactive reviews to the customer on the processes and procedures already in place.• Review the scripting for the sales calls and provide feedback to the customer’s legal department.• Arrange the schedule for both management and agents teams according to their preferences while making sure the Service Level is met.• Handle holliday requests as well as medical leaves for both the agents and the management team.• Attend weekly calibration meetings designed to review the agents’ work, provide feedback on particular aspects of their calls.• Designing and setting in place action plans for the outliers in regards to either the sales metrics,customer satisfaction, average handling time or contact quality index.• Continuous training to sales teams on policy updates.• Assist the demanding memebrs that request to speak to a higher authority by escalating the situation and taking supervisor calls.• Schedule feedback sessions with all the agents, identify areas of opportunity and areas of excellence in their activities, celebrate the achievements as well as working to improve the negative aspects.• Weekly meetings with all of the agents to discuss their weekly performance as well as setting the rightexpectations.• Calculate and check the salary for both the agents and the management team

Team Leader

• Mar 2009 - Jun 2010

• Assist the Trainer in order to complete the Training Course map for a newhire group.• Motivate and lead a team of 20 employees in order to meet the deadlines and targets set by the customer• Assist the Quality Assurance Team in order to ensure that the team i was managing reached the desired results by following the rules and processes we agreed upon with the customer.• Managing the daily schedule as well as holidays’ schedule, medical leaves and other leaves of absence.• Report the results achieved, staffing requirements, administrative tasks in daily/ weekly/ monthly meetings.

Customer Service Representative

• Sep 2008 - Mar 2009

● I was responsible for providing a variety of customer services through email, telephone or personalcontact. Also, I had to resolve customer questions, complaints and requests.● During this time I managed to reach all the targets set by our manager, thus helping my team to climb onthe second place. Hence, trough this experience I have developed strong communication skills and I have also learned practical selling techniques.

Sales Consultant

• Jan 2008 - Sep 2008

● Responsable for meeting the target in regards to the number of subscriptions/ prepaid sim cards/ phones on special sale. ● Keeping a good relationship with the bank’s contact and follow up on every day’s financial withdrawals/deposits ● Keeping evidence of the store’s phone supply as well as ordering or returning items throughout the Vodafone Provider. ● Responsable for meeting the target in regards to the number of subscriptions/ prepaid sim cards/ phones on special sale. ● Keeping a good relationship with the bank’s contact and follow up on every day’s financial withdrawals/deposits ● Keeping evidence of the store’s phone supply as well as ordering or returning items throughout the Vodafone Provider.