Cristina Soto Email & Phone Number

Amsterdam, Nh, Nl

Amsterdam, Holanda Septentrional, Países Bajos

• Advise the Sales team, collaborate on pricing, product, and commercial terms, shaping outcomes.• Liaise between Sales teams, Legal and Finance to facilitate the creation of non-standard contracts.• Assist to collect payment from enterprise customers on past-due enterprise invoices or downgrade invoices as bad-debt by collaborating with Accounts Receivable team, Finance, Legal, Sales, and Customer Success. • Review, calculate, and process refund requests from domestic and international enterprise customers who upgraded from self-serve accounts to enterprise platform if refund criteria are met.• Deliver training to new Sales Representatives about how to build quotes and how the RevOps Team works.• Effective time management, organization and prioritization of work.

County Cork, Ireland

Tasks and responsibilities: - Enhance Siri ML model by analyzing multilingual audio files (es_ES, es_MX) to rank levels of response.- Use the best judgment to evaluate response against guidelines.- Proposed to create POC (Point of Contact) by locales in each team to answer and escalate grader’s questions to the Trainer team. This proposal improved grader’s quality metrics and improved guidelines. The company adopted this initiative and implemented a POC role per language in all the offices working with Siri project. - Promoted to POC for Spanish locale in Cork and Barcelona offices: answer, classify and escalate grader's questions to Quality and Training teams. This impacts the metrics of the Graders and improves the clarity of the guidelines. - Delivered presentations each week to different teams around the office to inform about updates and a monthly presentation about error trends that we had every month. - Effective time management, organization, and prioritization of work to meet POC and grading targets for productivity and quality.Main tools:Slack, Quip, iWork, Crowdcollect.

Cork

Tasks and Responsibilities- Executed weekly and monthly plans to improve the KPIs and boost NPS of the agents. My teams were always among the top 5 most performant in the office.- Cooperated on an Ad hoc Quality Programme for monitoring and improving Customer Satisfaction Metrics based on Touchpoint Monitoring and Root Cause Analysis on weekly basis with other offices from Europe and Asia. Making sure to maintain alignment and consistency across the sites.- Started and developed a greenfield project that increased the productivity and quality of the teams.- Prepared and executed a plan to coach and assist other teams (e.g. Social Media) in order to achieve their quality targets.- Enhanced an Ad hoc project with the Quality Team to tackle specialists’ behaviors, defining best practices and monitoring adherence to Compliance.- Conducted calibration sessions with the Quality teams across Europe and Asia to ensure that operational policies and processes are being applied consistently.- Coordinated and delivered trainings to new agents every week.- Prepared and participated with the recruitment team in the elaboration of the interview assessments in order to hire new Quality Leads for the team. - Arranged onboarding plan for the new Quality Leads into the team including the delivery of presentations, shadowing, and practice.Main toolsMedallia, Scorebuddy, Tableau, Speechminer, Slack, Zendesk, Freshdesk, Injixo.

Cork

- Be the first point of contact to handle and resolve customer complaints.- Respond professionally to inbound phone calls, including urgent situations.- Identify and escalate issues appropriately.- Experience with policy work, or help resource project management.- Compose thoughtful and accurate messages or customise prepared responses to customer emails.- Research information and troubleshoot problems using available resources.- Arbitrate in situations between users.- Monitor and control numerous concurrent tasks in tandem.- Airbnb- Provide immediate and efficient solutions during high stress and urgent situations.- Mediate disputes - mediate reasonable decisions between users and arbitrate on financial disputes.- Resolve active issues such as lock outs, stranded users and implement logistics to help control the situation.- Proactively and independently work to meet targets and goals.

El Puerto De Santa María, Andalusia, Spain

- Maintain databases and filing systems- Perform basic bookkeeping- Use computers for spreadsheet, word processing, database management, and other applications- Complete forms in accordance with company procedures- Speaking with customers to offer information about your company’s products and services, taking orders, and also to cancel accounts.

Spain

- Advising and serving customers.- Promoting a company’s new products and services.- Handling customer returns.- Ensuring that sales targets are met.- Taking card and cash payments, and ensuring that the till is balanced.

El Puerto De Santa María, Andalusia, Spain

- Advising and serving customers.- Promoting a company’s new products and services.- Handling customer returns.- Ensuring that sales targets are met.- Move freight, stock, or other materials to and from storage or production areas, loading docks, delivery vehicles, ships, or containers, by hand or using trucks, tractors, or other equipment.

El Puerto De Santa María

- Supervisor for Electronic area- Advising and serving customers.- Promoting a company’s new products and services.- Handling customer returns.- Ensuring that sales targets are met.- Taking card and cash payments, and ensuring that the till is balanced.

Human Resources Qqi Level 6, Human Resources Management/Personnel Administration, General, Level 6

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