Carolina L. Email & Phone Number

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

• 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: