Experience

Cobee
• CX Specialist

  • Mar 2023 - Present


Lola Market

• Poland
• Food and Beverage Services
• 1 - 100 Employee

• CX/Liveops Team Lead

  • Mar 2022 - Mar 2023

  Lead and guide part of the new customer experience team and shoppers support.▪ Be part of the merge of the Customer Experience and Shopper Support teams, in the process of expanding to new cities in Spain.▪ Create and execute from scratch the new cross actions and new workflows needed to work in one team.▪ Training all-encompassing agents in both areas with a personalized approach to the customer and constant support to freelancers (shoppers).▪ Creation and management of data to measure service pain points and shopper performance.▪ Supervision of customer communications and incidences troubleshooting in order to achieve the proposed targets in NPS and CSAT.▪ Monitoring and tracking of customer compensations and retention strategies in order to care for and maintain productive CPO levels.▪ Tools: Retool, Back Office Custom internal tools, Tableau, Excel, Help Scout, Freshdesk, Whimsical. Show less

• Quality Specialist Supervisor

  • Apr 2021 - Feb 2022

  Supervising the Quality Project where I first started as an agent, created to strengthen customer loyalty with a proposal of personalized after-sales service correction of errors in the service received and:▪ Onboarding of new clients to promote the service USP and to promote repetition and retention through personalized after-sales service.▪ Data management and analysis. Creation of dashboards and measurement of project progress.▪ Leading the project and reporting on its progress and impact to stakeholders. ▪ Recruiting and managing people within the project.▪ Tools: Tableau, Excel, Help Scout, Typeform. Show less

• Quality Agent

  • Sep 2020 - Feb 2022

  ▪ Post sale approach to customers in order to establish healthy B2C relations and troubleshooting for recurrent users. ▪ To strengthen new customer loyalty by making known the USP of the service.▪ Tools used: Aircall , HelpScout, Excel, Cloud.



CriteriaHome! Nice&Easy

• Spain
• Executive Offices

• Bilingual Customer Service Representative

  • Aug 2018 - Sep 2020

  ▪Incident Management / Troubleshooting ▪Social Network Management ▪Customer Services Assistance by email, chat, and phone calls. ▪Booking and Availability Management through: Avaibook Channel Manager, Booking.com, Airbnb, Hotels.com, Expedia, TripAdvisor. ▪Billing and Collection. ▪Incident Management / Troubleshooting ▪Social Network Management ▪Customer Services Assistance by email, chat, and phone calls. ▪Booking and Availability Management through: Avaibook Channel Manager, Booking.com, Airbnb, Hotels.com, Expedia, TripAdvisor. ▪Billing and Collection.



Allegra Pets & Horse C.A

• Co-Founder/Administrative Manager

  • Sep 2011 - Sep 2017

  ▪Management and design of production processes (manufacturing). ▪Stock control of raw materials and final product. ▪Relationship with suppliers and customers. ▪Control of orders and delivery times. ▪Troubleshooting ▪SM Management ▪Customer Services Assistance by email, chat, and phone. ▪Billing & Collection Monitoring. ▪Management and design of production processes (manufacturing). ▪Stock control of raw materials and final product. ▪Relationship with suppliers and customers. ▪Control of orders and delivery times. ▪Troubleshooting ▪SM Management ▪Customer Services Assistance by email, chat, and phone. ▪Billing & Collection Monitoring.