Barbara Ortiz Email & Phone Number

London, England, United Kingdom

• Maintain a strong partnership through open, frequent communication with call center management and Service Delivery teams.• Maintain strong advocacy for call center teams by highlighting process, product, training and performance improvement opportunities.• Build and maintain direct relationships with the Sales team.• Facilitate Partner training and workshops for increased service levels & reduced contacts.• Improve performance through the implementation of new initiatives and processes.• Be the point of contact for Daily Partner escalations from Sales and supporting Expedia Group Teams.• Identify and articulate root cause of escalations and compose processes to alleviate/address. • Ensure that call center activities align with the business strategies; driving behaviors to meet critical contact center KPI’s• Gain clear understanding of when and why call centers miss agreed SLAs.• Identify training needs to address issues which arise through calibration sessions and quality monitoring.• Continuously review, update & improve all processes and procedures as required by the changing business.

London, United Kingdom

• Help build new hotel content and ongoing content maintenance of properties.• Work efficiently towards daily targets and team metrics.• Train partners on tools and processes that will optimize their products on our sites

London, Greater London, United Kingdom

Transfer of Knowledge to the outsourced teamSupport and deliver classroom training on site (Manila, Philippines)Support the first week of ‘go-live’ on site (Manila, Philippines)Constantly overview and recognize areas to be retrainedPoint of Contact between the new team and London teams Answer and follow up on escalations from other teams within the company

London, United Kingdom

Assisting passengers who arrive at their destination and encounter a problem on the spotHandle missmeets when passengers arrive at airports/train stations and cannot find their driverLiaise between suppliers and clients to find a suitable solutionNegotiate compensation when a client is not satisfied with the service providedAssisting my Team Leader and Senior in team meetings by suggesting agenda point, taking minutes, doing reports

London, United Kingdom

Handling incoming calls and emails Assisting agents on system queries and open casesHandling future book outs Maintaining a good relationship with VIP clientsHelping Senior to train new team membersHelping Senior with reporting tasks

London, United Kingdom

Handling a team of 8 membersScheduling the team's rota Dealing with client's complaintsBusiness center dutiesSwitchboard (handling external and internal calls)Administrative duties

London, United Kingdom

Welcoming patientsHandling incoming calls and emailsBooking appointments for the patientsComplaint handling

Greater Buenos Aires, Argentina

Greater Buenos Aires, Argentina

Daily phone meetings with customers located in United States, Latin America and India to review team’s performance and achievements.Creation of standard procedures Manual and its update on the WebStaff maintenance, in collaboration with the RRHH departmentScheduling resourcesResponsible of achieving the Service Desk’s SLA.

Malaga, Andalusia, Spain

Malaga, Andalusia, Spain

Buenos Aires, Greater Buenos Aires, Argentina

Orlando, Florida