Mara Vicente Email & Phone Number

Setubal, Portugal

New York, New York, US

New York, New York, US

Lisbon, PT

Lisbon, PT

London, UK - Inner London, GB

London, UK - Inner London, GB

Managing all Guest oriented Teams – Support, Relocation and Resolution, as well as the Operations Project Management Team, which includes:- Directly managing 3 Team Leaders and 2 Project Managers, responsible for several Teams of Agents who Support Guests in pre-stay queries, relocate upon Host cancelations and resolve any Guest Claims during/after stay..

London, UK - Inner London, GB

• Heading the Resolution Dept, which includes:
• Managing a Team Leader and a group of Team members responsible for handling Guest Complaints.
• Coordinating recruitment in order to create the best team possible to delight and amaze our Guests following up on HouseTrip recruitment policies.
• Frequently suggesting, implementing and tracking best practices and procedures for Customer Care with Customer Focus, Orientation and extreme Satisfaction as a top priority.
• Tracking and analysing KPIs, identifying improvement opportunities to increase Satisfaction and Efficiency.
• Trainning, developping, managing and mentoring the team members to deliver excellence in service and permanent references in Customer Care;

PMO team member in the Optimus Customer Experience program.

Maia, PT

- Projecto CEME- Projecto MR2

Maia, PT

Maia, PT

I shared the responsibility for the Management of the Customer Experience Area, aiming for maximum Customer Satisfaction through:- Customer Processes definition, implementation and optimization- Coordination of the activity of the Customer Support Areas (Call Center, Retention, Invoicing and Collections) and Customer Centers - Customer communication and.

Kista, SE

Responsible for ensuring the Coordination of the Call Center Operation in the following Areas:- Monitoring of Service Level Agreement Values;- Auditing of both Incoming and outgoing calls- Front Office;- Auditing of Retention Calls;- Auditing of written communications;- Definition and application of processes and procedures related to Customer Service.

Lisboa, PT

Responsible for ensuring the Coordination of the Call Center Operation in the following Areas:- Front Office Retention (Residencial and Business Inbound and outbound Calls)- Written Communications - Mailing Center (Incoming and outgoing mail and Archives) - Some Outbound Telemarketing Campaigns

Lisboa, PT

Responsible for ensuring Call Center Supervision of the following teams: - Inbound Calls (Front Office) - Outbound and Inbound Marketing Campaigns - Outbound and Inbound Retention

Lisboa, PT

Call Centre Assistant in the Bacline, responsible for placing outgoing calls to customers regarding the following main subjects:- retention of customers- complaints follow up and closure- communicate payment agreements or their denial

Lisboa, PT

Front Office Assistant, responsible for taking incoming calls from customers, related to debts, payment issues, internet difficulties, commercial information about Oni Products and services and also complaints about the sales force, the phone service among other issues.

Freq. Universitaria 4º Ano, Linguistica

Course For The Development Of Supervision Techniques