In my role as a Service Delivery Specialist at Expedia Group, I support global customer service teams, with a particular focus on improving the customer experience and operational efficiency. Being fluent in Spanish, Dutch, and English helped me communicate clearly and conduct effective training across various cultural backgrounds, enabling our vendor teams to efaificiently meet the wide-ranging demands of our clients (both travelers and property owners).Key responsibilities include conducting detailed root-cause analyses to identify areas for improvement, leading to a consistent increase in our Net Promoter Score (NPS). I participated in projects that significantly improved the efficiency of chat handling by customer service agents and developed training programs for handling advanced customer service scenarios. Additionally, I was responsible for creating several tickets aimed at reducing both agent and customer effort, thereby streamlining processes and improving service quality.Key Achievements:· Supported Vendor teams with direct feedback that resulted in a steady increase in NPS.· Designed and implemented training programs for vendor teams, enhancing their capabilities to manage advanced customer service scenarios effectively.· Initiated and managed multiple improvement tickets, aimed at reducing effort for agents and customers.

My enthusiasm for teamwork and leadership extends beyond mere task management. I am deeply committed to motivating my team, encouraging both personal and professional development, and creating an environment where we can trust each other to achieve excellence.Key Responsibilities and Achievements:Quality & Coaching: Executed in-depth Quality Audits for inbound/outbound calls and Salesforce case management, significantly improving the support experience for partners and travelers alike. My tailored weekly coaching sessions raised team performance, with a special focus on uplifting those struggling to meet our standards.KPI Monitoring: Monitored KPI's to maintain high productivity and service levels, guaranteeing that both partners and travelers received timely and effective support. My collaboration with the workforce planning team optimized resource and task allocation.Analysis & Presentations: Led the analysis of weekly, monthly, and quarterly performance, both market-wide and internally. Created management presentations, featuring clear visual data representations and providing actionable insights. Projects: Participated in several cross-functional projects, offering market insights and detailed data analysis to streamline and improve processes.

Covering the role temporarily for 2 months, I managed a Customer Care team and was the point of contact for the Dutch market. Ensuring the continuity of operations, having monthly one-to-one's with the team about their performance, developing the team to get better each day.During a short 3-month tenure as Acting Team Manager, I took the helm of the Dutch Customer Care team, serving as the primary liaison for the Dutch market. My role was critical in ensuring seamless operations during this transitional period. I focused on maintaining operational continuity, conducting monthly one-on-one performance reviews, and fostering an environment of continuous improvement. During this time the team sustained team performance.

In my role as Senior Customer Service Representative for UK & NL markets, I dedicated myself to delivering outstanding customer service across phone, chat, and email channels. My approach was not just about resolving queries; it was about providing effective, workable solutions that left customers satisfied and well-informed. I played a role in enabling partners to fully realize the potential of their property listings. By educating them on our platform's tools, products, and services, I helped optimize their presence and performance, ensuring they could harness the full value of their listings.

Defining the company's marketing strategy and execution of all marketing and communication activities for the Spanish and Portuguese market. Some examples are: creation of printed media, managing the company's websites, creation of advertisements for industry magazines, support the sales team among others. BPW is a leading manufacturer of axles and components for commercial vehicles.

Leading a team of Quality Analyst’s across Europe for GM's Contact Centers to ensure that they are fully equipped to provide on-going support to the contact center operation and install a culture of continuous improvement. Activities include developing & implementing quality processes to increase the Customer Experience.

Quality Analyst for GM’s European Customer Care Center. Monitoring the team's quality, identification of areas of improvement, root cause analysis, setting up corrective actions and coaching agents to improve their performance.

Leading a team of Customer Care agents to ensure KPI's are met and the maximum Quality is delivered with the most efficient team organization. Also active in recruitment activities, handling escalations and coaching agents.

Customer Care agent for GM's brands in Europe, dealing with various types of issues and questions customers and prospects may have regarding GM vehicles. Working with different communication channels at the same time.

Supporting the Sales Team and the Clients in communication and marketing activities, analyzing sales figures to determine sales and sales promotion opportunities.