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MB@mediben
Experienced team manager with a strong background in customer service.
SpainWith over 15 years of experience in customer service, I have dedicated the last 8 years to team management across various sectors, including international and multicultural environments. My journey has allowed me to lead teams in diverse markets such as French, UK, Spanish, and Italian, where I have honed my skills in performance evaluation, coaching, and recruitment.
I thrive on fostering personal growth and professional development within my teams. My analytical mindset enables me to break down complex challenges into manageable tasks, ensuring that we meet our KPIs and deliver exceptional customer experiences. Notable achievements include implementing automation systems that improved customer satisfaction by 30% and enhancing team efficiency through the creation of a comprehensive knowledge base.
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Work history, roles, and key accomplishments
Exoticca Travels
Jul 2023 - Present (2 years 4 months)
Responsible for daily supervision of calls and leads performance for a team of 30 agents. Analyzes KPIs to ensure performance stability and sets the tone for the team by embodying company values.
H&M
Apr 2022 - Jun 2023 (1 year 2 months)
Led a team of approximately 40 agents, ensuring compliance with KPIs and improving team quality through regular feedback and training. Implemented diversity workshops and managed recruitment.
Foundever (Siteliberica)
Jan 2021 - Apr 2022 (1 year 3 months)
Managed a team of over 30 employees across multiple markets, focusing on KPI monitoring, training, and quality assurance. Developed reports and conducted performance evaluations.
Emergia (Volotea Airlines)
May 2020 - Oct 2020 (5 months)
Provided multichannel customer service, handling calls, emails, and chats for flight reservations and claims. Managed over 100 tickets daily.
Degrees, certifications, and relevant coursework
Pharmacy degree, Pharmacy
Pharmacy degree.
Software and tools used professionally
SpainYou can contact medi and 90k+ other talented remote workers on Himalayas.
Message medi
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