Daniele Lacaci Email & Phone Number

Zaragoza, Aragon, Spain

Wfh

- Manage a team of 6 - 10 agents- Provide continuous feedback and coaching to agents, on both individual and team stats, to help their performance and development in the project- Monitor agent and team KPIs (Productivity, Satisfaction, Quality, etc.) via reports and tools such as PowerBI- Quality Assurance across e-mail, Live Chat, and Social Media Support- Assist in the agent's onboarding and training process, assigning tools and credentials, and providing extra attention and… Show more - Manage a team of 6 - 10 agents- Provide continuous feedback and coaching to agents, on both individual and team stats, to help their performance and development in the project- Monitor agent and team KPIs (Productivity, Satisfaction, Quality, etc.) via reports and tools such as PowerBI- Quality Assurance across e-mail, Live Chat, and Social Media Support- Assist in the agent's onboarding and training process, assigning tools and credentials, and providing extra attention and support for a smoother start to the role- Organization, scheduling, and execution of agent training, depending on new features and content that may be rolled out - Identify any agent or project-specific patterns or trends, to escalate them to the relevant Operation Managers- Overall point of contact for the agents, assisting them in anything involving management and communicating with the relevant departments (e.g Payroll, HR, payment/time off inquiries, relocation, and others)- Manage and supervise the Social Media Support team, across channels such as Twitter, Facebook, Play Store, and App Store reviews, ensuring we commit to quality, meet client expectations (SLA, CSAT, etc.), and provide the best experience possible Show less

Wfh

Wfh

- Peer Feedback/Quality Assurance; send out evaluations of interactions previously handled by other agents, to ensure we commit to procedures, guidelines, and overall quality while providing players with the best experience possible- Handle more complex ticket escalations- Maintenance of the knowledge base; review both public and internal articles and procedures, create article drafts, and submit them where updates may be needed, to ensure we work with the correct and most up-to-date… Show more - Peer Feedback/Quality Assurance; send out evaluations of interactions previously handled by other agents, to ensure we commit to procedures, guidelines, and overall quality while providing players with the best experience possible- Handle more complex ticket escalations- Maintenance of the knowledge base; review both public and internal articles and procedures, create article drafts, and submit them where updates may be needed, to ensure we work with the correct and most up-to-date information at all times- Host daily team meetings, covering the agenda and ensuring no questions on the topics discussed are left unanswered- Occasionally create reports for clients, focusing on metrics such as overall ticket volume (input/output), CSAT Rates, SLA, and more- Advisor; assist both new and tenured colleagues on how to address more complex issue types or simply specific scenarios that aren't currently covered by the knowledge base Show less

Wfh

- Customer Support; Communicate directly with players via e-mail (Spanish and English)- Help players process account changes (account restorations, refunds, in-game content management), gather bug report information and player feedback to escalate it to the relevant stakeholders, troubleshoot technical issues (performance, crashing/freezing, audio/video, peripherals), and more- High focus and commitment to Customer Satisfaction, via Communication and Customer Service Skills-… Show more - Customer Support; Communicate directly with players via e-mail (Spanish and English)- Help players process account changes (account restorations, refunds, in-game content management), gather bug report information and player feedback to escalate it to the relevant stakeholders, troubleshoot technical issues (performance, crashing/freezing, audio/video, peripherals), and more- High focus and commitment to Customer Satisfaction, via Communication and Customer Service Skills- Occasionally help uptrain recently onboarded colleagues, covering training courses and hosting Shadowing sessions- Help maintain the knowledge base by actively looking for improvement opportunities and sharing feedback on how processes and procedures, or both internal and public articles could be improved Show less

Bachillerato, Modalidad De Humanidades Y Ciencias Sociales

Computer Programming

CFGS Desarrollo de Aplicaciones Web / Web App Development

Middle School Diploma