Óscar García Email & Phone Number

Dundalk, IE

Dublin, County Dublin, Ireland

• Cultivated strong client relationships, offering tailored advice and solutions to enhance their experience
• Analyzed member data and feedback. Identify opportunities to deliver proactive and strategic support
• Top performer in sales/retention and CSAT. Shared award winning techniques with the team to share success

• Supervising customer service operations, ensuring high-performing metrics through analysis and coaching
• Collaborating with other departments to align the Credit Spain market strategies and achieve the company goals
• Developing and implementing policies, procedures and best practices to improve market performance

• Providing expert internal consultancy to agents and managing their training and mentoring
• Analyzing data and recommending improvements for customer service performance, risk management and policies
• Ensure that the team complies with the Credit regulations and manage customer escalations and Vulnerable Customers contacts

Ireland

• Responsible for reviewing and evaluating customer service agents (in both Claims and Risk/Compliance) and determine validity, accuracy, and completeness of actions
• Reviewed CIP documentation for customers and businesses, and assisted with Fraud and Limitations
• Regular quality reviews to the team. Utilized expertise in call center operations and metrics, to coach and mentor the team through sessions and material reducing amount of fails and clerical errors

Ireland

• Responsible for providing excellent customer service, responding to customer inquiries, handling customer complaints, and adjusting claims between buyers and merchants
• Additionally, responsible for maintaining customer records, managing customer accounts, and providing information regarding products and services, focusing on customer retention
• Outstanding KPI´s, and experienced in Phone, Chat, e-mail and Back-office claim adjuster functions