Experience

Barner Brand

• Spain
• Retail Apparel and Fashion
• 1 - 100 Employee

• Customer Support Specialist

  • Jul 2020 - Present

  Barcelona, Catalonia, Spain - Replying inbound emails and messages from all contact channels, assisting customers with their questions, requests and issues. - Providing customers with the best pre and post-sales support by humanising the processes. - Creating and improving processes, giving ideas and solutions to perfect the customer experience. - Applying the values of the company on a daily basis, allowing self-growth with both eyes in the future. - Responsible for the Quality Assurance evaluations in order… Show more - Replying inbound emails and messages from all contact channels, assisting customers with their questions, requests and issues. - Providing customers with the best pre and post-sales support by humanising the processes. - Creating and improving processes, giving ideas and solutions to perfect the customer experience. - Applying the values of the company on a daily basis, allowing self-growth with both eyes in the future. - Responsible for the Quality Assurance evaluations in order to optimize customer satisfaction and internal procedures. Show less



CPM International

• United Kingdom
• Outsourcing and Offshoring Consulting
• 400 - 500 Employee

• Resolutions Agent @ Airbnb

  • Dec 2019 - Jun 2020

  Barcelona, Catalonia, Spain ● Part of the Resolutions team, dealing with both parties (guests and hosts) to answer accommodation queries, solve reservation issues and personality conflicts. ● Mediating with both parties to come to a resolution which is satisfactory for the guest, host and Airbnb. ● Communicating via phone, email and chat, with excellent soft skills to attend user’s needs and providing them with the best outcome possible taking in consideration aggravating factors, empathizing with the issue by… Show more ● Part of the Resolutions team, dealing with both parties (guests and hosts) to answer accommodation queries, solve reservation issues and personality conflicts. ● Mediating with both parties to come to a resolution which is satisfactory for the guest, host and Airbnb. ● Communicating via phone, email and chat, with excellent soft skills to attend user’s needs and providing them with the best outcome possible taking in consideration aggravating factors, empathizing with the issue by following the company’s policy and procedures. ● Dealing with sensitive and critical cases. ● Prioritizing urgent cases to speed up the process, meeting targets according to SLA’s (NPS and SPD). ● Consistently overachieving 85 Net Promoter Score and 15 Solves per day. ● Achievements: 2nd Place Winner of the Save the Day global competition amongst 1000+ employees.

• Community Education Agent @ Airbnb

  • Sep 2019 - Dec 2019

  Barcelona, Catalonia, Spain ● Receiving inbound and making outbound calls to users providing them with support and educating on how to use the platform. ● First Point of Contact of my team, responsable to onboard newbies and assist with questions.



Cognizant

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Anchor Mentor Lead @ Google Maps

  • Sep 2016 - Sep 2019

  County Dublin, Ireland ● Responsible for mentoring a team of 50+ members for the Brazilian Market at Google Maps. ● Performing weekly evaluations focused on the improvement and maintenance of data analysis processes performed by the team. ● Responsible for providing support to new hires. ● Responsible for organizing productivity and quality improvement programs for all operators. ● Encouraging the team to maintain a high level of performance and providing a constructive feedback. ● Attending weekly… Show more ● Responsible for mentoring a team of 50+ members for the Brazilian Market at Google Maps. ● Performing weekly evaluations focused on the improvement and maintenance of data analysis processes performed by the team. ● Responsible for providing support to new hires. ● Responsible for organizing productivity and quality improvement programs for all operators. ● Encouraging the team to maintain a high level of performance and providing a constructive feedback. ● Attending weekly meetings with Policy and Workflow team leaders to discuss trends, spot issues and make suggestions for the continual improvement of mentoring, team dynamics and processes quality. ● Presenting slides with policy and workflow clarifications in a weekly basis. ● Conducting a monthly Call Quality Program to evaluate call quality and ensure all calls are conducted in accordance with company policies. ● Constantly communicating with Leads and Colleagues to find the best ways to improve the overall process. ● Over the last 2 years I have trained 4 colleagues to work by my side in this position.

• Data Quality Controller – Senior Process Executive @ Google Maps

  • Nov 2015 - Sep 2016

  Dublin, Ireland ● Responsible for the second and third (last) level of Quality Control procedures in order to optimize data accuracy and to verify and validate information in Google Maps through outbound phone calls to business owners. ● Using logical thinking and independent decision making skills. ● Achieving daily levels of 98%+ accuracy in data quality for the last 10 months. ● Participating in different project related evaluations, case studies and meetings with the aim to create and guarantee an… Show more ● Responsible for the second and third (last) level of Quality Control procedures in order to optimize data accuracy and to verify and validate information in Google Maps through outbound phone calls to business owners. ● Using logical thinking and independent decision making skills. ● Achieving daily levels of 98%+ accuracy in data quality for the last 10 months. ● Participating in different project related evaluations, case studies and meetings with the aim to create and guarantee an efficient workflow and increase overall productivity and quality.

• Data Quality Analyst @ Google Maps

  • May 2015 - Nov 2015

  Ireland ● Making decisions regarding accuracy from multiple sources of data. ● Reviewing and researching patterns in data, focusing on details and taking action to improve data accuracy. ● Identifying issues or inconsistencies in data and proactively questioning data quality. ● Communicating with colleagues and customers via email, chat, phone and in-person meetings. ● Working as part of a large project team. ● Making outbound phone calls to business representatives to retrieve and/or… Show more ● Making decisions regarding accuracy from multiple sources of data. ● Reviewing and researching patterns in data, focusing on details and taking action to improve data accuracy. ● Identifying issues or inconsistencies in data and proactively questioning data quality. ● Communicating with colleagues and customers via email, chat, phone and in-person meetings. ● Working as part of a large project team. ● Making outbound phone calls to business representatives to retrieve and/or verify information. ● Providing a professional face of the company to our customers. ● Working on a computer for extended amount of time staying focused and working at a fast pace.



Cafe Sol

• Ireland
• Hospitality
• 1 - 100 Employee

• Manager

  • Aug 2013 - Apr 2015

  ● Evaluating current stock levels and placing orders with suppliers by e-mail, phone or fax. ● Training and supervising new recruits on best practices. Managing, motivating and developing staff skills. ● Responsible for counting cash drawers and ensuring accuracy of money count and contents of safe. ● Key and alarm holder for the shop, with responsibility for opening and closing, while adhering to out opening and lock up process. ● Being flexible to ensure that all shifts were… Show more ● Evaluating current stock levels and placing orders with suppliers by e-mail, phone or fax. ● Training and supervising new recruits on best practices. Managing, motivating and developing staff skills. ● Responsible for counting cash drawers and ensuring accuracy of money count and contents of safe. ● Key and alarm holder for the shop, with responsibility for opening and closing, while adhering to out opening and lock up process. ● Being flexible to ensure that all shifts were adequately covered. ● Taking orders from multiple customers concurrently while tracking them on the computerised till to ensure accurate report comparison. Serving approximately 350/400 customers per day. ● Ensuring that the customer service was always at a high standard while maintaining efficiency and focus in a fast paced environment. Show less



Butlers Chocolates

• Ireland
• Food and Beverage Services
• 100 - 200 Employee

• Food and Beverage Associate

  • Apr 2012 - Jul 2013

  ● Ensuring a zero error accuracy rate on food and beverage orders ● Ensuring attention to detail while not compromising effectiveness and efficiency of service ● Proactively ensuring the customer experience was constantly improving ● Communicating with my fellow colleagues during break changeover to ensure adequate cover ● Ensuring that the restaurant brand was represented to the highest level through my personal appearance and customer service excellence attitude ● Ensuring… Show more ● Ensuring a zero error accuracy rate on food and beverage orders ● Ensuring attention to detail while not compromising effectiveness and efficiency of service ● Proactively ensuring the customer experience was constantly improving ● Communicating with my fellow colleagues during break changeover to ensure adequate cover ● Ensuring that the restaurant brand was represented to the highest level through my personal appearance and customer service excellence attitude ● Ensuring daily cash report is run and reconciled with the system records Show less



The Front Lounge

• Food and Beverage Associate

  • Apr 2010 - Dec 2011

  Ireland ● Taking multiple customer orders and communicating these to the chef and bar staff ● Responsible for ensuring my float was balanced at the end of every shift ● Reporting any inappropriate customer behavior to the manager on duty ● Collaborating with my colleagues to complete monthly stock count and report Ad hoc bar duties during busy times ● Ensuring the highest level of customer service while not compromising on efficiency