Daniela Bolivar Email & Phone Number

Guildford, England, GB

Staines-upon-Thames, England, United Kingdom

• Line manage 12 Customer Service Team members from 2 teams with distinct responsibilities (direct and indirect reports) from diverse backgrounds and age range. Matrix manager of one of the teams.
• Led vendor selection project and subsequent rollout of business travel provider for approx. 300 colleagues. Successfully manage relationship with vendor, manage SLAs and serve as point of escalation point for issues.
• Led vendor selection project and subsequent rollout of business travel provider for approx. 300 colleagues. Successfully manage relationship with vendor, manage SLAs and serve as point of escalation point for issues.
• Project managed development and roll out of new Travel Team and travel booking process -using existing D365 workflow facility- in line with broad Operations strategy to release pressure in other parts of the business.
• Use Power Bi to produce various regular reports for the Head of Customer Services and Operations Director (Regular KPI report), as well as colleagues in the Operations, Finance and Marketing teams. Effectively used my.
• Use budget pipeline report to forecast potential work overloads and manage resources dynamically so targets are met, while maintaining an excellent customer service and high team morale. Show less

Staines-upon-Thames, England, United Kingdom

• Lead team of 6 members including recruitment (high turnover), onboarding, KPI management, disciplinary actions, managing escalations with other parts of the business.
• Created performance monitoring matrix MS Excel based on existing SLAs used to produce monthly report for the Head of Customer Service and upper management.
• Championed process standardisation by coordinating creation and maintenance of process manuals and guidelines uploaded to MS Teams which have been used for… Show more
• Championed process standardisation by coordinating creation and maintenance of process manuals and guidelines uploaded to MS Teams which have been used for training since.
• Within 6 months, introduced Assessor Feedback and Customer PO chaser emails reducing from 2 weeks to 2 hours turnaround. Both processes involved collaborating with other teams, exporting data from Power BI, using.

London, United Kingdom

• Led building of new Travel Executive team (10 members) including recruitment, coordinating and imparting 2-week onboarding programme involving a variety of team building and process training activities.
• Successfully led team to delivering +150 travel documents p/ month shortening turnaround by 30% while keeping high quality and tight time standards.
• Proactively identified the need for and project managed internal process improvements to drive efficiency involving stakeholders in… Show more
• Proactively identified the need for and project managed internal process improvements to drive efficiency involving stakeholders in various departments including Cancellation Process Overhaul project resulting in.
• During COVID 19 crisis, led team through uncertainty having to shift process focus to tackle a 5-fold increase in booking cancellations while keeping team’s morale and motivation.
• Set and monitored targets as well as held regular 1-2-1s to monitor KPIs, share best practices, plan workload and identify personal goals and improvement areas.

London, United Kingdom

• Proactively formulated process and quality compliance strategy that saw 30% drop in output errors within 4 months. This included conducting systematic checks, tracking sales consultants’ performance though scoring.
• Proactively allocated heavy workload for a team of 7 executives while forecasting and planning for busy periods.
• Efficiently helped coordinate and conduct training programme in new company process for… Show more
• Efficiently helped coordinate and conduct training programme in new company process for sales team (+50 sales team members). Show less

London, England Metropolitan Area

• Successfully processed heavy workload of +60 bookings per week (20K average value) while complying with quality and time standards.
• Resourcefully performed other administrative support tasks including invoicing, internal and external enquiries and ad hoc tasks for the sales and operations teams.
• Coached 4 new team members which resulted in them working independently within 3 months of starting.
• Successfully worked with suppliers around the globe while having to build close… Show more
• Successfully worked with suppliers around the globe while having to build close rapports and having to adapt to various cultural peculiarities to ensure client’s satisfaction. Show less

London, Reino Unido

• Efficiently managed my own workload by successfully processing +50 bookings per week (£20K average value) following company processes and in line with quality standards and timeframes.
• Managed excellent customer service for both internal and external queries (20-25 per day) via email or phone, while being responsive and well-mannered.
• Built strong business relationships with international suppliers through day-to-day work, networking events and fam trips.
• Worked harmoniously… Show more
• Worked harmoniously with a team of 10 sales consultants to achieve high productivity while driving process compliance and quality.
• Successfully converted cross-sell opportunities increasing booking value in approximately 5%.

London

**Working hours - 5:30am-11:00pm (shifts). Managed enquiries (received by phone & email) by distributing them so to relevant sales teams and keeping track of them until they were converted or closed.Provided customer service by showing a polite and helpful attitude while remaining calm in crisis situations. Demonstrated excellent organisational skills when.

Caracas, Federal District, Venezuela

• Succesfully managed a portfolio of 25+ clients (approximate earnings USD 30k+ per year).
• Prospected new clients with the aim of developing business relations with them.
• Communicated with clients to proactively address their needs.
• Prioritized work ensuring on-time delivery and quality of work.
• Outsourced projects to relevant translators when needed. Topics: marketing & advertising: reports and PP presentations; technical: ITs & oil and gas industry (user’s… Show more
• Outsourced projects to relevant translators when needed. Topics: marketing & advertising: reports and PP presentations; technical: ITs & oil and gas industry (user’s manuals for mobiles, electronic voting machines.

France

• Designed and implemented dynamic age-relevant learning activities according to the syllabus.
• Developed long-term friendly relationships with team members and students.

Venezuela

• Designed dynamic age-relevant activities taking into account syllabus objectives.
• Coached students so that 85% obtained over 80/120 in TOEFL Internet-based test.

Venezuela

• La Colmena Camp (full-stay camp: 6-15 year-old children).
• Organised and carried out activities, hiking trips and other sports with team members.

Master'S Degree, Peace Culture, Conflicts, Human Rights And Education

This programme provides students with theoretical and practical resources which they use to analise world present realities and issues.

Short Course, Leadership & Management

Short course that included theories on organisation, motivation, teamwork, ethics and personal development as well as workshops on how to.

Bachelor In Arts, Translation And Interpreting (En-Fr-Es)

Activities and Societies: WorldMUN 2007 (Geneva, Switzerland) & 2006 (Beijing, China) Harvard University’s United Nations Simulation.