As the head of the customer service team, my main responsibilities include, among others:- Responsible for the Customer Service team and management of its various communication channels.- Hiring and budget control for the department to ensure an optimal experience.- Establishment and supervision of key performance indicators (KPIs) to measure and guarantee the quality of interactions with different users.- Identification of issues and areas for improvement, implementing technical and process solutions to optimize them.- Collaborating with cross-functional teams to ensure alignment of customer experience initiatives and communicating progress and results to the rest of the management.- Proactively communicate with key internal/external stakeholders and partners to ensure cross collaboration and smooth change management implementation.- Prioritizing innovation initiatives to automate CX processes and measure the associated impacts.

- HR management: team sizing, definition of professional profiles, job description, participation in the selective processes together with the customer service supervisor, dismissal management, absenteeism control, etc.- Definition and fulfilment of KPIs: Definition of the department's KPIs together with the operations director. Design of strategies and quality control reports.- Operational coordination of the CS Team (Coordinator, supervisors, Quality/trainer and agents) in aspects such as distribution of tasks, timetables, holidays, training planning, new CRM Tool and manuals, etc.- Synergies with the internal promoter support team in order to understand the needs of the team and provide feedback.- Budget control support: In support of the Head of Operations B2B and B2C, design and control of the annual budgets of the customer service department.- Improvement of the customer experience: In collaboration with the rest of the company's departments,propose improvements to make the customer experience more successful and reduce the volume of claims.- Design and execution of new projects to improve the efficiency of the department.

- CS Team Lead in Codere within a team of 30 agents in a 24/7 service by phone, chat and email- Control of the KPIs of the shift and operational decision making to achieve them.- Elaboration of procedures and training manuals.- Delivering training.- Daily and weekly reporting.- Preparation of schedules for CS Team

- Creating, organising and leading mentoring program for new hires.- Responsible for training new customer service employees and supporting experienced employees to improve their performance- Provides one-on-one consultation with the agents to address the challenges of teaching as compared to working in industry. - Develops, improves, and implements a faculty instructional effectiveness assessment program.• Performs other related duties as assigned.

• Control overdue balances of eBay sellers and maintain an adequate relationship with them to ensure they are meeting their payment obligations on time and moreover ensuring compliance with the credit management policy defined by the company.• Prepare performance reports of accounts receivable, including monthly calculation and collection forecasts with the purpose of minimising potential debts.• Taking ownership of second-level support customer queries and escalations to effectively deal with specific difficulties experienced by the customer and ultimately providing the customer with a satisfactory outcome.• Efficiently manage the status of the customer's delay, uncollectible accounts, known problems and credit limits.• QA analyst - Quality Assessment and audit on eBay Customer Support out-sourced partners and collections agencies to improve the customer experience throughout the collections processes.• Creating training material and coaching sessions for eBay customer support agents and collections agencies.• Process daily request from out-sourced collections agencies; follow up on legal escalations such as insolvency proceedings and Financial Risk account assessments.• Improve workflows and procedures in order to speed up queries processing ensuring an outstanding customer experience.• Create a partnership between our seven collection agencies and eBay across six different markets.

I have been given the opportunity to be part of the eBay Ambassador Programme that aims to help employees gain new skills, expand and refine their knowledge of other business areas and transform their professional careers.Project Manager• Assist the Spanish Head of C2C in Spain in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility.• Leadership in marketing campaigns such as seller promotions and loyalty coupons.• Develop a detailed project plan to monitor and track progress.• Ensure resource availability and allocation.• Conduct risk assessment and define risk management plan. • Measure project performance using appropriate tools and techniques.• Track and publish progress by developing and managing the project plan/s throughout all delivery phases.• Ensure that all projects are delivered on-time, within scope and within budget.• Successfully manage the relationship with all stakeholders.• Liaise with the marketing team to make sure the project requirements are understood and delivered on time.• Flag issues, resourcing conflicts to the Programme Manager providing recommendation of mitigation and contingency• Manage changes to the project scope, project schedule, and project costs using appropriate verification techniques.• Produce final versions of all relevant documents of the project, including communication materials.• Deliver internal/external communication to showcase the project.Business Developer • Promote the company brand to key clients, ensuring their knowledge is current and appropriate• Prospect for potential new clients and turn this into increased business.• Identify and meet potential clients, and the decision makers within the client organisation.• Research and build relationships within the client organisation.• Possess the financial acumen and commercial flair needed to understand diverse market and identify potential opportunities and new clients

• Responsible for coordinating, motivating and managing the Escalations Team.• Ensure the team is adequately prepared for upcoming workflow, systems and/or procedural changes.• Inspire each and every team member to perform their best by measuring their performances success and focusing together on their development.• Organise training plan, mentor new starters with implementation of coaching that provide positive impact for the productivity. • Translating tasks and editing documents to define and communicate processes.• Participate in the interview and selection process for new hires.• Coordinate huddle and team meeting informing about priorities, outcome or pain-points when my manager isn’t available.• Be an effective Change Manager, who knows how to handle periods of change and lead a team through such periods, displaying motivating and encouraging behaviours.• Create weekly and monthly reports presenting KPI results to management.

• Creating, organising and leading mentoring program for new hires.• Acting as a role model – Offers insight on how he or she “made it” in the organization• Delivering B&S and M2M related training combining eliciting techniques and hands-on activities• Reinforcing new hires knowledge and providing them with key tools to reach a top quality• Listening with a sympathetic ear, explaining unwritten rules, and acknowledging disappointments and triumphs• Organising sbs with teammates in order to evaluate their performance and provide them with advice on how to improve it both in terms of quality and productivity• Introducing new hires to eBay´s core values, behaviours, team´s life and culture• Designing and evaluating the Practical Assessment new hires need to pass to be part of eBay• Continue to coach mentees to ensure success

• Continuously liaising with outsourcing partners by providing the knowledge and skills required to effectively carry out their roles.• Regularly reviewing partners performance, identifying training needs and providing coaching when required.• Managing a portfolio of merchants providing advice on how to drive revenue, product adoption and customer satisfaction.• Taking ownership of customer queries to effectively deal with specific difficulties experienced by the customer and ultimately providing the customer with a satisfactory outcome.• Support Operations Team by identifying teammate behaviours that impact the customer experience and our performance metrics. • Provide support to teammates in house by providing subject matter expertise on Customer Experience processes and policies.• Identify and pursue operational efficiency and contact reduction opportunities• Contribute to the design and implementation of the strategy for the Buy & Sell and Member to Member line of business.• Main point of contact between the eBay Spanish Business Unit in Madrid and Customer Experience Team in Dublin.• Collaborate with internal and outsourced front-line, coaching and training teams to drive continuous improvement initiatives and leverage best practices.• Support eBay partner, Teleperformance, by going on site to control projects and improve processes.• Voice of the customer: gathering feedback and insights from customers about new eBay features.• Maintaining cross-company contact with various eBay departments due to the widespread nature of client issues and queries.• Staying up to date with industry trends and competitors product lines in order to handle objections and position eBay’s technology and value proposition in line with a dynamic industry.

• Act as a main link between overflow partners and the wider eBay Inc. organisation and provides escalation support as well as guidance and coaching to partners.• Regularly reviewing partners performance, identifying training needs and providing coaching when required.• Monitoring social media channels and responding to customer service queries and problems. Responding and resolving escalations and customer service issues through all social media channels.• Act as subject matter expert to review actions to be taken on high profile accounts / permission exceptions.• Taking ownership of merchant and C2C customer queries to effectively deal with specific difficulties experienced by the customer and ultimately providing the customer with a satisfactory outcome.• Support ad hoc tasks such as translations, projects, inbound/outbound campaigns, etc.• Supporting escalations addressed to company executives and legal department coming from Ombudsman, consumer offices media, and regulatory agencies.• Collaborating with content department offering advice and alternatives to the existing data.• Provide feedback to EU Markets Leadership Team, Service Design Team and other relevant. teams/departments on emerging issues, including identification of trends & actionable barriers to members’ satisfaction, with a view to improve the overall customer experience for existing and future members.

• Supervision of the user's listings and contents on eBay site for the Spanish, Italian and UK markets in order to detect on a proactive and reactive way policy breaches.• Investigate and analyse eBay accounts to prevent bad customer experience on eBay site • Support the daily needs of eBay members on a wide variety of queries, ensuring their resolution and satisfaction• Understand customer and business priorities, and identify key improvement areas.• Communication with users.• Provide feedback on emerging issues on the site• Revision and improvement of templates and written communication.• Monitoring the service levels within the team, resolving fraud related issues and developing myself as Point of Contact giving instructions of how to distribute daily tasks.

Office Administrator• Dealing with issues of Spanish and Irish / UK customers and suppliers, both by email and telephone.• Invoice reconciliation• Ensuring that clients pay on time• Providing support to the company’s marketing campaigns.• Daily consolidation of cash collection reports.• Invoice reconciliation.• Being in charge of the invoices’ databases and credit control.Account Manager• Day-to-day accounts management queries, including liaising with clients in order to identify their needs.• Acting as the first point of contact for company clients• Data record, invoices and follow up its payments• Maintaining a good understanding of clients and business strategies• Provides immediate response to special service needs, including priority shipments, large distribution, high value and time sensitive delivers• Monitor shipments and provides updates to clients as requested

• Answering enquiries by telephone, post or email.• Using a computer system to look up information and update records.• Calculating pension forecasts and preparing statements.• Processing pension contributions.• Transferring benefits to another pension provider if a customer changes employer.• Arranging payment of pensions and lump sums.• Keeping accurate records.• Keeping up to date with pension and tax laws.