Cristina Liria Galera Email & Phone Number

- Streamline and redesign of Quality framework: Improved efficiency in assessment process from leveraging data analysis; spearheading the implementation of a new framework and delivering a more transparent and fair approach to feedback.- Enhanced team collaborations: Fostered an open, inclusive and transparent environment for team cohesion and bonding which kept participants always updated on business, ensuring continuity and clarity for team and business projects and goals.- Proactive in Business insights: Engaged in cross-departamental discussions to anticipate and adapt to potential workflow changes.- Personal approach: Focused on identifying solutions aligned with both immediate needs and future objectives.- Cross collaboration with Knowledge team: From offering support post-training to new hires to proactively elaborate processes and road maps necessary to guide agents and keep the platform safe.- Core QA responsibilities: Collaborate with external partner agents applying our QA process and offering ongoing support and assistance as needed to uphold quality standards.

London, England, United Kingdom

- Ensured legal compliance and safety of content on the platform, focused in the LATAM market by moderating and assessing content and protecting online communities.- Developed and maintained standards for community security, identifying and analysing trends and helping to mitigate any potential risks effectively.- Engaged and contributed to policy updates and process enhancement to align with industry standards.- Coordinated with supervising departments to ensure swift management of content, staying updated on regulatory changes and adapting practices in real-time.- Organised bimonthly remote team bondings to foster collaboration, morale and team cohesion.

London, United Kingdom

Internal promotion after a year of dedicating my development towards this position.- Audit the quality of customer service interactions with guests and partners based on an established framework, using software as Verint and Redbox.- Measure the impact and address both successes and developmental areas from individuals to regions in order to maintain an excellent customer service and thrive.- Identify customer and partner needs alongside with stakeholders’ interests and initiate tailored action plans and techniques to drive success. - Hands on office recruitment, headcount, assessments, and decision making, always thinking on the best interest of our customers, employees, and the company.- Take ownership of projects, workshops, data analysis, interventions, creation of support material with proven impact on site performance.- Use of BIO and GROW models to drive development of new hires and experienced agents.- Proficiency in learning platforms as in Degreed.- Actively liaise with the training team to determine and address onboarding needs.- Actively participate and organize team meetings, huddles, and discussions.

London, Reino Unido

· Gained e-commerce knowledge and outstanding customer service skills, managing expectations, and delivering excellence to our guests and partners over the phone, email and chat.· Responsibilities and skills acquired:- Customer enquiries and complaints.- Partner business advice.- Commercial awareness.- Meeting and exceeding company’s targets and values. - Meetings organization and delivery of updates related to implementations and changes on our procedures or company’s software.- Team player: Participation and sometimes creation of incentives to reach KPIs.- Utilisation of communication tools as Workplace according to our code of conduct and best practices.- Managing group projects in order to raise awareness among colleagues and comply with GDPR regulation

Ibis Blackfriars London

· Gained administrational experience as well as customer facing skills- Managing reservation enquiries over the phone, emails or OTA’s to later integrate them in the company's system. Making sure requests are met when possible, giving recommendations and directions, taxi reservations, wake up calls etc.- Commercial targets: Encourage guests to enrol the company’s loyalty club exceeding weekly and monthly targets.- Communication skills: Liaising between departments for special requests and services like maintenance and housekeeping.- Checking in and out travellers complying with the registration process and procedures.

London, Reino Unido