Andrea Imendia Email & Phone Number

Amsterdam Area

Responsible for creating and maintaining customer interaction processes and developing company-wide SOPs and workflows. Oversee the planning, execution, and delivery of customer-related projects. Implement and optimize strategic initiatives to enhance service delivery and align customer experience with business goals. Managed customer support and success.

Barcelona, Catalonia, Spain

ManagingTeam Managers and being responsible for overseeing the individual operations of four different teams based both in-house and outsourced.Create volumes forecast and headcount needs, ensuring a balance between high-quality work, adherence with production/metrics expectations, and employees' wellbeing.Coordinating the hiring, training, and onboarding.

Barcelona, Catalonia, Spain

Leading an in-house team of six Payments and Refunds Specialists.Motivate and mentor team members through regular one-on-one and team meetings to reach individual and business goals and develop their knowledge and skills. Identifies and evaluates room for improvement in the current processes and tools, creates and coordinates actions within and outside the.

Barcelona Area, Spain

Leading an in-house team of ten Business Travel Consultants/Lead Agents Provide daily direction and communication to the team ensuring that all requests are answered in a timely, efficient and knowledgeable manner through channels such as email, phone, and chat.Motivate and mentor team members through regular one-on-one and team meetings to reach.

Barcelona Area, Spain

Managing a team of six Team Managers and overseeing the operations of the content moderation project for one of the world’s largest social media platforms.Support in forecasting volume and headcount needs, ensuring a balance between high-quality work, adherence with production/metrics expectations, and the moderator's health and wellbeing.Supervise.

Barcelona Area, Spain

Launching and leading a team of twenty Content Moderators for one of the world’s largest social media platforms. Deliver training to new joiners and work on continuous performance improvement and development on an individual and team level through one-on-one and team meetings.Identifying opportunities for improvement; proposing, creating, and implementing.

Barcelona Area, Spain

Launching and leading a team of twenty Customer Care agents and Social Media experts for a renowned sports entertainment company. Provide daily direction and communication to the team ensuring that all requests are answered in a timely, efficient, and knowledgeable manner through channels such as email, Facebook, and Twitter.Motivate and mentor team.

Barcelona Area, Spain

Assisting a US multinational in the pharmaceutical sector in managing Order to Cash processes focusing on payments and invoicing. Analyze E2E billing procedures, identify opportunities for improvement, proposing and work with the customers and internal stakeholders on optimizing processes and procedures.Support with the creation and monitoring of metrics.