Carolina L. Email & Phone Number

Barcelona, Ct, Es

Barcelona, Cataluña / Catalunya, España

Functions• Support and manage the day-to-day operations of a team of 15-20 members with different cultures, roles and responsibilities in Customer Service department;• Team Planning and Forecast Preparation to ensure KPI`s are met• Conduct regular 1-2-1 meetings with the team, Performance Improvement Plans• Coaching and educating advisors on how to improve their performance.• Organize regular Team Huddle Meetings• Group and Individual Hiring + Onboarding• Active participation in launching projects on new markets until the product reaches consolidation phase: a continuous investigation of the new market, coordination with Project Managers & top management, reporting, analysis of product profitability for the new market, implementation of new procedures in Customer service offering direct support to agents;• Monitoring daily workflow, ensuring correct procedures are followed, deep dive in processes to identify root causes for complaints in order to continuously improve the workflow;

Functions• Taking ownership of the day-to-day responsibilities such as trainings (onboarding and updating), investigations of the new products• Responsible to update the end-to-end documentation of the project and offer constant support for the agents on the updates occurred;• Point of contact between Project/Product Department and CustomerService Department, reporting issues, and offering end-to-end solutions;• Analyzing and investigating the best customer service practices to improve our approach towards the client;• Collaborate with the Quality department in order to ensure that the workflows and CS procedures are followed accordingly.

Barcelona, Cataluña, España

Functions• Analysis and resolution of CRM and non-conformities of products• Technical assistant and sales for web projects• Report errors discovered in the workflow and constantly suggest improvements to the CRM platform;• Handle customer inquiries, complaints, billing questions and payment service requests;

Buenos Aires, Argentina

• Market research and business development from scratch• Creation and Implementation of Marketing and Sales strategies• Handling high volume orders and quick troubleshooting for angry customers• Supplier management

Buenos Aires, Argentina

Main Responsibilities and tasks:• Serving as a trusted consultant with customers to onboard and develop PPC Campaigns• Detecting and understanding the customer's needs and objectives.• Increasing spend, upsell and sustainability.• Handling a high volume of clients on a daily basis through phone calls and emails.• Building and optimizing all types of Google ads campaigns.Achievement:• Google Adwords Certification