Alexandra Fernandez Email & Phone Number

Barcelona, Cataluña, España

Barcelona Y Alrededores, España

🔺Managed a Customer Service program of 180 employees localed in Spain, Lima and Marrakech, dedicated to provide CS support via Phone, Email, Chat and RRSS.🔺Developed a positive relation with the client and the brand, serving as the primary point of contact for inquiries, requests, claims and updates.🔺Collected service data via Salesforce, such as performance metrics, customers feedback or issues impact, to assess service effectiveness identifying market trends and areas for… Show more 🔺Managed a Customer Service program of 180 employees localed in Spain, Lima and Marrakech, dedicated to provide CS support via Phone, Email, Chat and RRSS.🔺Developed a positive relation with the client and the brand, serving as the primary point of contact for inquiries, requests, claims and updates.🔺Collected service data via Salesforce, such as performance metrics, customers feedback or issues impact, to assess service effectiveness identifying market trends and areas for improvement.🔺Prepared and presented regular reports and business reviews to the client, highlighting key findings, performance metrics, and recommendations for enhancing service delivery.🔺Coordinated with internal teams to ensure timely resolution of client concerns and internal operations. Show less

Barcelona Y Alrededores, España

🔺Managed a group of 5 Team Leaders, overseeing the day-to-day activities of their teams and ensuring the achievement of KPIs and objectives.🔺Developed and implemented strategies to optimize team performance and productivity, setting clear expectations for team members, providing regular feedback, coaching, and mentoring to support their professional growth.🔺Conducted regular meetings with the client to discuss the project progress, address concerns, and identify opportunities… Show more 🔺Managed a group of 5 Team Leaders, overseeing the day-to-day activities of their teams and ensuring the achievement of KPIs and objectives.🔺Developed and implemented strategies to optimize team performance and productivity, setting clear expectations for team members, providing regular feedback, coaching, and mentoring to support their professional growth.🔺Conducted regular meetings with the client to discuss the project progress, address concerns, and identify opportunities for improvement. Show less

Barcelona

🔺Led a team of 15 employees, providing guidance and support to ensure effective task execution and KPIs fullfitment.🔺Facilitated regular team meetings and individual performance evaluations, providing constructive feedback, sharing best practices, and addressing any challenges or concerns.🔺Collaborated with QA and Training department to ensure alignment of goals and quality service objectives.

Barcelona

🔺Supervised the weekend team ensuring excellent visitors service delivery and efficient operations at the most visited attraction in Barcelona.🔺Coordinated logistics and ensured the execution of press visits, including arranging media credentials, coordinating interview schedules, and facilitating media interactions with key personnel.🔺Assisted in the execution of institutional acts, such as concerts and mass services, by coordinating with event… Show more 🔺Supervised the weekend team ensuring excellent visitors service delivery and efficient operations at the most visited attraction in Barcelona.🔺Coordinated logistics and ensured the execution of press visits, including arranging media credentials, coordinating interview schedules, and facilitating media interactions with key personnel.🔺Assisted in the execution of institutional acts, such as concerts and mass services, by coordinating with event organizers.🔺Collaborated with internal teams, including marketing, communications, and operations, to ensure effective promotion of visitor programs, events, and family activities. Show less

Barcelona

🔺Created and implemented educational visits and workshops for museum visitors and school groups, fostering a dynamic and interactive learning environment.🔺Developed and maintained a positive relation with visitors, ensuring their satisfaction and attending to their inquiries and concerns.🔺Collaborated with a diverse team of museum staff to develop and execute special events and exhibitions, contributing to the overall success and reputation of the foundation.

Berlín

🔺Led groups on engaging and informative tours, showcasing historical landmarks and cultural attractions in Berlin, Germany.🔺Provided personalized storytelling to enhance visitors' understanding and enjoyment of the tour, addressing their questions and concerns, and adapting the tour content to meet their interests.

Fda Relaciones Públicas Y Marketing, Relaciones Públicas, Publicidad Y Comunicación Aplicada

Cfgs Arte Y Diseño Textil, Diseño Y Artes Aplicadas

Bachillerato En Modalidad De Arte, Arte/Estudios Artísticos, General

Cfgm Técnico En Comercio Y Marketing, Comercio Y Marketing