Laura Modena Email & Phone Number

Barcelona, Ct, Es

Madrid Y Alrededores, España

Responsible for coordinating Italian, Spanish and Portuguese photographers’ activities. Head of administrative and Customer Care unit. Supervising the production of videos/photos for Marketing and Communication Department.

Las Rozas De Madrid Y Alrededores, España

responsible for supervising 18 consultants responding to incoming calls, letters, emails and faxes from customers and dealers.responsible for team's daily service delivery to meet Key Performance Indicators (KPIs) in call capture, correspondence, quality and attendance.Motivating and leading the team in achieving team/individual KPIsReporting to Operations Manager by exception if KPIs are not reachedDeveloping action plans if KPIs are not reachedManaging team staffing to ensure staffing targets are met.Completing sickness records for team members, passing to administration and maintaining a record of team absence.Producing operational reports for inclusion in daily performance reportingEncouraging team members to identify business process improvementsDeveloping and implementing continuous improvement initiatives.Participating in the recruitment process.Keep team informed of daily performanceTaking responsibility for oversight of team morale and well-being through personal leadershipPerforming/co-ordinating quality assessments for team members in the areas of telephone calls, correspondence, case management and system useage.Developing action plans to address shortfalls in individual performanceWorking with Quality and Training Supervisors to identify training needs and implement training/development plans for team members.Ensuring Performance Review Process is fully implemented within the teamPreparing and delivering Performance Reviews for team members on timeSupporting team members in constructing career development plans.Conducting 1:1 meetings with team members at least once a monthEnsuring each team member has a set of agreed objectivesWork with Operations Manager/Supervisor on compensation planning.Use of Italian, Spanish and English in the daily routine.

Madrid Y Alrededores, España

Working in the Italian team within the Customer Assistance Centre for General Motors Europe, responsible for the resolution of incoming contacts (telephone calls, letters/faxes, e-mails) from Italian GM customers and dealers.

Italy

Leading the sales department where I organised open days where I promoted the language courses the institute had to offer, assessed the language skills of potential students through written tests and guided them in filling out entry forms.

Italy

Contact Center Operator: Insurance seller and after sales customer care agent.

Italy

Junior Insurer in INA Assitalia, national Insurance Company.

Italy

Conducting e-mail marketing and telemarketing campaigns; finding prospective clients

Italy

Editing press releases (regarding professional training courses and job opportunities), liaising with local and national newspapers; carrying out press reviews.

Editing press releases (concerning professional training courses and job opportunities), getting in touch with local and national newspapers; press review.