Laura Rodriguez Rua Email & Phone Number

Barcelona, Cataluña, España

Barcelona, Cataluña, España

Barcelona, Cataluña, España

• Ensure the achievement of the agreed daily and monthly KPIs and SLAs by managing the team’s skills, organizing and dispatching the workload to the team members
• Motivate the team members to perform productively by finding the right balance between the customer and team member’s needs
• Organize and update schedules as well as constant monitoring via CMS to ensure a right coverage and availability.
• Create and present daily KPI and SLA reports with Excel and PowerPoint presentations.
• Create exception logs according to the agreements with the customer

Barcelona, Cataluña, España

• Ensure the achievement of the agreed daily and monthly KPIs and SLAs by managing the team’s skills, organizing and dispatching the workload to the team members
• Organize and update schedules as well as constant monitoring via CMS to ensure a right coverage and availability
• Lead and drive a monthly meeting with other regions’ Floor Managers to align and improve our performance and methodologies.
• Prepare and present daily meetings showing the results for the previous day and current month.
• Create the weekly schedule for the team members as Workforce Management backup
• Present the forecast for Barcelona and Montpellier regions as Workforce Management backup.

Barcelona, Cataluña, España

• Primary point of contact for customer’s representatives to identify and resolve difficult incidents, escalations, user surveys, quality issues or any other concern from the customer.
• Training creation, review, update and delivery to new starters and experienced members of the team.
• Quality audits to the team members to identify and resolve gaps
• FLA assistance during the calls

Barcelona, Cataluña, España

• Drive weekly meetings with the client to agree focus points and priorities, and review the status of the project from April 2016 to August 2016 as Project Coordinator backup
• Coordinate the team of technical writers by setting priorities and deadlines according to the agreements with the customer as Project Coordinator backup
• Knowledge creation, review and update for AMER and EMEA regions as Technical Writer

Custoner service agent for Vueling Airlines Campaign