Experience

FCM Lab Barcelona
• Spain
• Technology, Information and Internet
• 1 - 100 Employee
• Customer Service Manager

  • Jan 2023 - Present


NSC Global

• International Trade and Development
• 1 - 100 Employee

• • Jul 2020 - Dec 2022

  Leading a team of 30 English-speaking individuals providing telephone support to internal client.Supporting day-to-day operations, regular 1-1 meetings with agents, staffing management.Closely cooperating with management to develop and review UA specific operational or staffing policies.

• • Jul 2017 - Jun 2020

  Atos Logistics Coordinator • Creation of transition plan and processes from Atos to NSC• Training and coordination of the team • Follow-up of physical and IT transactions on SAP• Management of 8 warehouses, transport between each site and supply chain • Communication with the Procurement team, on-site teams, carriers and requestors• Monitoring of overseas sales from request to invoicing• Weekly activities reporting (stock rotation, inventory, forecast)IT Support Technician• Review, identification of blockages and pending issues on different projects and set up an appropriate strategy to solve them • Answering and following hardware and application queries from phone and email • Escalating issues and involving experts wherever required• Maturing deep understanding of IT operations as well as business-related procedures • Working closely with other teams on user issues and problem resolution Show less



CPM International Contact Centre - Barcelona

• Airbnb Customer Service Specialist

  • Mar 2017 - Jun 2017

  CPM International is a global outsourced sales agency providing field sales, digital marketing and contact centre solutions for our clients. Responsibilities: · Provide professional, prompt and friendly multilingual client support · Listening to clients, identify the issues by responding in a way that always exceeds their expectations · Excellent communication skills · Excellent negotiation skills · Problem solving CPM International is a global outsourced sales agency providing field sales, digital marketing and contact centre solutions for our clients. Responsibilities: · Provide professional, prompt and friendly multilingual client support · Listening to clients, identify the issues by responding in a way that always exceeds their expectations · Excellent communication skills · Excellent negotiation skills · Problem solving



SiteMinder

• Australia
• Technology, Information and Internet
• 700 & Above Employee

• Senior Service Desk Analyst

  • Mar 2015 - Feb 2017

  SiteMinder is a leading global hotel room distribution platform with operations in London, Sydney, Bangkok and Dallas, serving 20000 properties in over 100 countries. Responsibilities: • Provide Level 1 technical support for all SiteMinder labelled products and services to internal and external customers with a primary focus on French & European customers. • Account Management support to hoteliers using their extranet and its functions, the reviews system and the guests requirements. • Ensure that all cases are resolved or escalated to the Level 2 Service Desk Team in accordance with SiteMinder’s SLAs and individual KPI’s, and are logged accurately on the company’s CRM system (SalesForce). • Complaints management (e.g. over-bookings, payments, cancellations, customer service). • Use of French, English & Spanish language skills to liaise with worldwide clientele base. • Diagnose and troubleshoot distribution channels and channel manager connectivity issues. • Identify short falls in the process and procedures and suggest process improvements. • Mission of 3 months in Dallas office from April to June 2016 in Service Delivery Department Show less



Inditex

• Spain
• Retail
• 700 & Above Employee

• Cashier

  • Aug 2014 - Mar 2015

  Delivering excellent customer service, managing the cashflow, welcoming and advising customers about offers, products and deliveries, dealing with daily paperwork and administrative tools Delivering excellent customer service, managing the cashflow, welcoming and advising customers about offers, products and deliveries, dealing with daily paperwork and administrative tools



HELPLINE

• Bangladesh
• IT Services and IT Consulting

• IT Support Technician

  • Jan 2011 - Jul 2014

  Level 1 IT Support for major banks (Credit Agricole, Credit Mutuel), architects offices (Artelia), public organisation (Chambres d'Agriculture) and media company (BiMedia). Providing excellent customer service by email and phone, ticketing and organisation of the workflow Level 1 IT Support for major banks (Credit Agricole, Credit Mutuel), architects offices (Artelia), public organisation (Chambres d'Agriculture) and media company (BiMedia). Providing excellent customer service by email and phone, ticketing and organisation of the workflow