Ana Fonfria Email & Phone Number

Richmond, London

On charge of the Main Office at Richmond Park Academy, with HR and Finance responsibilities, leading a team of 4 people.Main responsibilities:To review and improve school operations and processes and to assure the smooth run of all school’s operationsTo represent the school in front of suppliers and stakeholdersBudgeting responsibilities and point of contact between the school and the Finance HubHR responsibilities in the school and point of contact between the school and the HR HubTo organise school events such as Parents' Evenings, Open Evening, weekly tours and Prize Giving CeremonyTo be in charge of school google calendars: general school calendar, assessments calendar, meeting rooms and hallsTo organise cover for teachers and other members of the staffTo oversee communications with families

London, Reino Unido

Madrid Y Alrededores, España

In charge of strategic planning, development, staffing, management and business performance of Openbank’s Customer Service: inbound calls, outbound campaigns and alternative channels (email and Whatsapp). Leading a team of five people reporting to the Commercial Director of Openbank. Responsible for the day-to day running of the Customer Contact Center with a particular emphasis on:• Creating the Contact Center Business Plan: defining the business goals within the full activity forecast framework and company targets and establishing the KPI's and the measure tools. Reporting to the Commercial Direction and Business Committee.• Managing relationship with Contact Center providers: Konecta, Produban, Isban. Developing and implementing projects to optimize resources and efficiency in the contact center. Responsibility over the Outsourcing’s budget.• Customer Experience and Quality Plan: developing and coaching staff to maintain high levels of service and to meet business standards and goals. Ensuring the best Customer Experience on every contact.• Ensuring that the contact center is achieving maximum profitability and effectiveness, establishing measurement tracking and reporting system. Milestones and Latest Projects:• Attention Model: adapting the Contact Center to a model of segmented attention: procedures, call routes, tools and human resources.• Launch of new Customers’ Communication Channels such as WhatsApp Service.

Madrid Y Alrededores, España

• Directed providers relationship, human resources, budget and calls forecast.• Monitored the internal and corporative quality KPIs of the Contact Center.• Developed the contact center business plan.• Improved the contact center commercial goals, monitored deviations from goals.

Madrid Y Alrededores, España

• Training plans at Openbank. Trainer on quality procedures, bank products, bank transaction and call tools.• Managed the training budget and relations with internal and external training providers.• Organized internal and external selection process, interviews and proposal of candidates.

Licenciatura En Administración Y Dirección De Empresas

Lade, Business Administration And Management, General