-Management of >12 Supervisors : Inbound & Outbound Sales-Reporting and follow up on WBRs, MBRs-Focused on ensuring the compliance ofPapernest sales and quality objectives for 2 market (Spanish and Italian).-Define and monitor of monthly KPIs-Define and follow-up of action plans-Follow-up the managerial rituals-Working closely with stakeholders (HR,WFM, IT) and with business leaders (Directors, Heads,VP)

- Manage a Inbound Consultants' team ensuring that customer service and sales KPI’s are met consistently.- Design thinking in terms of new developments and opportunities- Delegation of tasks and set deadlines- Oversee day-to-day operation- Analysis and monitoring team performance to drive outstanding results- Identify consultants improvements, support and coach them- Listen to team members’ feedback and resolve any issues or conflicts- Recognize high performance and reward accomplishments- Develop strategies to promote team member adherence to company regulations- Collaborating with HR during interviews processes

- Track and manage weekly actions with other Finance and facilities global desks- Motivate and provide coaching to a multi-cultural team of Tier 1 analysts- Identify and assist high performers with their career goals- Coordinate new starter’s development- Forecast and prepare analysts shifts- Work closely with Human Resources to coordinate new hires- Conduct interviews- Conduct weekly meeting with the customer to review expectations- Act as point of contact for customer escalations- Create reports and analyze trends- Set performance objectives- Organize monthly 1-2-1 meetings witch each analyst to review performance and development objectives- Organize quarterly team meetings

- Administrate, review and approve planned time off- Prepare, support and assist review meetings - both external and internal- Prepare reports and analysis for WFM relevant topics on regular and ad-hoc basis- Identify and track issues, escalate to operations if necessary- Apply any other relevant procedure from both client and Sellbytel side- Ensure that paid work-time is being scheduled and delivered- Create and publish schedules- Monitor and report team performance

- AppleCare Help Desk Support covers an unlimited number of support incidents for hardware and software diagnosis and troubleshooting and issue isolation for Apple-based solutions - The support plan also provides graphical user interface-level assistance with OS X Server network configuration and server administration - Apple Service Diagnostics - AppleCare Technician Training

- Monitoring customer accounts and notifying customers with exceeded balances - Setting up of repayment programmed on debt recovery accounts - Suspending service of high-risk and past-due accounts - First escalation point, handle escalated customer queries/ issues - Deal with contentious issues (customer complaints, internal disputes) - Dealing with other departments connected to the work of Collections (Frauds, Finance and Customer Service) and external third parties to achieve resolution of customer queries

For the Sales and service team I was in charge of helping customers by phone to solve any issue the credit card may have, this included handling: - Fraud cases - Complaints - Interest calculation - VIP customer migration One of the focus in this role was also to propose a wide range of financial solutions for the card like: - Financial products (payment change, fund transfer, credit card insurance, loan, credit limit increase)- Sales of Barclay’s brand new products to old customers (Gold cards, Premium cards, etc.) - Appraisal of credit risk.- Retention of customers through comparison with concurrent products