Responsable del equipo de Reclamaciones para los clientes de WiZink Bank. Gestionando un equipo de más de 20 personas y dando soporte a la entidad en la tramitación y gestión de reclamaciones escritas y telefónicas.Desde finales de 2016, Iberalbión es parte de WiZink Bank, banco líder de tarjetas de crédito en España y Portugal.

- Responsible for the launch of social media platforms in Southern Europe cards (Spain and Portugal).- Providing customer service through social media channels for Spanish and Portuguese customers.- Monitoring social media spaces for customer/non-customers comments and complaints.- Flagging opportunities to marketing and media relations teams.- Ads campaigns on Facebook. Coordinating with the marketing team all the commercial actions through social media channels

Working for Barclaycard, company of Barclays Group. Part of my responsibilities as TQM in the contact centre were:-To coordinate training planning, scheduling, designing and delivery for 300 employees on the contact centre for the credit card industry.-To develop and implement of a new quality model for the contact centre. Manage of call monitoring activities, control & checks and internal audits.-NPS responsibility for Barclaycard Spain. Results for customer service after implementation were on a range of 45-50. -To manage a team of 10 people, trainers, NPS analysts and quality analysts. -To develop and implement a communication plan about Quality for all areas, ensuring all changes to processes are communicated, documented and implemented through established procedure.-To lead client service review meetings, manage controls and quality, continuous improvement plans.

-Coordination of training planning, scheduling, designing and delivery for more than 500 employees on the Bank industry and on a BPO environment-Management of regulatory training requirements, designed and implemented corporate orientation -Implementation of a Train the trainer program, a Low Performers program and Team Leader training plan (Leadership skills training and career development path)-Focus on high quality service provided with sales / collections business targets-Leading Quality ranking across financial institutions in Spain for customer service (STIGA Survey)-Support and develop a large team of 18 people, trainers and quality analysts

Responsible for the assessment, analysis and control of all actions performed by agents on the Contact Centre (Customer Service, Sales Department and Collections). Operations, policies compliance, company procedures and legislation, as well as the quality of telephone calls