Marta Pititto Email & Phone Number

Barcellona, Catalogna, Spagna

Barcelona, Spain

● Analyzing B2C Operations ways of working and making suggestions to improve efficiency and effectiveness. ● Assisting with the design and rollout of new support channels and service offerings. ● Developing and maintaining standard operating procedures. Help and support B2C management team in defining and implementing mid-long term strategy for B2C support. ● Working closely with the B2C Program Manager to help service deliver on their components of overall Webhelp and client goals and objectives ● Identifying and acting to remove obstacles to delivering consistently high levels of service. ● Working closely with B2C teams to understand, sync and action either to solve common issues and/or implement a more effective work plan for continuous improvement. ● Leading and supporting TMs teams and consequently the teams below through required changes. ● Meet regularly with overhead teams and ensure there's fluent communication through all available channels. ● Main POC, together with B2C Program Manager, for Webhelp Staff teams. ● Work together with client and Webhelp teams to provide support when needed. ● Active involvement and participation in Webhelp meetings/tasks that require support from B2C Barcelona operations. ● Work aligned with the HR department (recruitment and HR Admin). ● Support with ad hoc requests advised by B2C Program Manager and B2C Program Director.

Barcelona, Spain

Staff Management ● Provide feedback to Team Leaders on their individual performance to improve their daily work.● Oversee the execution of all CP, AP and PIP plans, ensuring the process is correctly followed.● Keep track of each agent training and training needs to improve technical and phone communication’s skills.● Participate in the recruitment process close to HR & Ops Management, helping out with interviewing needs and other feedback.● Motivate the Team Leads, controlling turnover and retaining potential and motivated team members.● Organize regular meetings to give feedback on team performance, inform on new procedures, upcoming changes.● Request help from Ops Management / HR Department / Quality team n any of the tasks, when needed.● Propose changes in bonuses / reporting to managemen● Manage all disciplinary issues effectively (with assistance of WFM team)Customer Contact● Prepare service level reviews and attend service level review meeting ● Maintain contact with the Team regarding cases, new procedures, applications, toolsOrganization● Organize and optimize the shifts (with assistance of WFM team) ● Distribute and balance the workload over the agents & team leads● Distribute tasks between agents and Team Leads managing the work calendar ● Make sure processes and procedures are up to date.● Adhered to take overflow calls when/if business required. ● Offer support in critical problems (case escalations, emergencies, customer complaints) ● Take care of logistic problems (office supplies, general working conditions). ● Responsible of team administration ● Perform other tasks/duties as assigned by management depending on service needsReporting● Collect metrics, analyze these and report to customer / management / quality team

Barcelona

Manage the Team and maintain them motivated and goal orientedCase evaluation: supervise the quality of the callsDsat analisysAgent one to oneMeeting with agents and managements

Barcelona

Customer serviceAdvanced knowledge of Google Android Tools

Nottingham, Regno Unito

• Cash handling inclusive of cashing up responsibilities• Training and development of new staff• Broad range of barista skills• Waiter Service• Working professionally with high profile customers• Assured working within a busy enviroment• General upkeep of the cleanliness and presentation of the restaurant

Specialist Degree, Bussiness Communications, 101/110

Spanish Launguage Course, B1

English As A Foreign Language (Efl)

Advanced Level

Efl English As Foreign Language, Ielts Certification 6.5

Courses focused on Business English and IELTS exam preparation

Bachelor'S Degree, Degree In Science Communication, 100/110