Experience

Leadtech Group

• Spain
• Technology, Information and Internet
• 400 - 500 Employee

• Customer Care Coordinator

  • Jun 2017 - Present

  Functions• Support and manage the day-to-day operations of a team of 15-20 members with different cultures, roles and responsibilities in Customer Service department;• Team Planning and Forecast Preparation to ensure KPI`s are met• Conduct regular 1-2-1 meetings with the team, Performance Improvement Plans• Coaching and educating advisors on how to improve their performance.• Organize regular Team Huddle Meetings• Group and Individual Hiring + Onboarding• Active participation in launching projects on new markets until the product reaches consolidation phase: a continuous investigation of the new market, coordination with Project Managers & top management, reporting, analysis of product profitability for the new market, implementation of new procedures in Customer service offering direct support to agents;• Monitoring daily workflow, ensuring correct procedures are followed, deep dive in processes to identify root causes for complaints in order to continuously improve the workflow; Show less

• Project Specialist

  • Jan 2017 - Jun 2017

  Functions• Taking ownership of the day-to-day responsibilities such as trainings (onboarding and updating), investigations of the new products• Responsible to update the end-to-end documentation of the project and offer constant support for the agents on the updates occurred;• Point of contact between Project/Product Department and CustomerService Department, reporting issues, and offering end-to-end solutions;• Analyzing and investigating the best customer service practices to improve our approach towards the client;• Collaborate with the Quality department in order to ensure that the workflows and CS procedures are followed accordingly. Show less

• Customer Service Advisor

  • Jul 2016 - Jan 2017

  Functions• Analysis and resolution of CRM and non-conformities of products• Technical assistant and sales for web projects• Report errors discovered in the workflow and constantly suggest improvements to the CRM platform;• Handle customer inquiries, complaints, billing questions and payment service requests;



Noa Sushi

• Netherlands
• Restaurants

• Owner Noa Sushi

  • Jan 2014 - Jun 2016

  • Market research and business development from scratch • Creation and Implementation of Marketing and Sales strategies • Handling high volume orders and quick troubleshooting for angry customers • Supplier management • Market research and business development from scratch • Creation and Implementation of Marketing and Sales strategies • Handling high volume orders and quick troubleshooting for angry customers • Supplier management



Profesional independiente

• Buenos Aires, Argentina

• Freelance Community Manager

  • Jan 2012 - Jan 2014



Eurofull

• Argentina
• Advertising Services
• 1 - 100 Employee

• Google Ads Campaign Specialist

  • Mar 2010 - Mar 2012

  Main Responsibilities and tasks: • Serving as a trusted consultant with customers to onboard and develop PPC Campaigns • Detecting and understanding the customer's needs and objectives. • Increasing spend, upsell and sustainability. • Handling a high volume of clients on a daily basis through phone calls and emails. • Building and optimizing all types of Google ads campaigns. Achievement: • Google Adwords Certification Main Responsibilities and tasks: • Serving as a trusted consultant with customers to onboard and develop PPC Campaigns • Detecting and understanding the customer's needs and objectives. • Increasing spend, upsell and sustainability. • Handling a high volume of clients on a daily basis through phone calls and emails. • Building and optimizing all types of Google ads campaigns. Achievement: • Google Adwords Certification



Karen Behrend

• Empleada administrativa - Secretaria

  • May 2006 - Sep 2008



Businnes Skills

• Administrativa

  • Feb 2004 - Mar 2006