Raquel P. Email & Phone Number

Madrid, Es

Madrid

Real Time Analysts are key members of the WFM team, responsible in real time for optimising contact centre performance across the hours of operation, to balance meeting demand to deliver on contact centre KPIs with employee engagement factors that will contribute to higher tenured staff who are more engaged with the business. Duties: Ensures adherence to agent schedules where doing so is seen to optimise thebalance of employee engagement and contact centre performanceInputs intraday corrections and exceptions into systems for agent time off and absencesMonitors inbound volume and WIP for unusual activity to ensure staffing needs are metRecognize abnormal scheduling or demand issues and escalate as necessaryInitiates and coordinates trouble tickets and escalate issues as requiredPrepares standard and ad hoc reports for agent availability effectivenessMonitors and resolves agent availability concerns via face-to-facecommunications, phones, and messaging applications with agent(s) andcommand centres where applicable.Participate in strategic meetings with Operations and managersDelivery of all designated reporting activities.

Madrid, Community Of Madrid, Spain

Manage the work of the contact center, ensuring the work of the operators and ensuring theoperators and ensuring the respect of the procedures and objectives established for the service.Verification of the agents' schedules before and after the working day.Execution and monitoring of the daily planning of our agents in the corresponding assigned services, according to the forecasts marked within our tool, as well as the verification of breaks, leaves, holidays, etc.Analysis of contact center data and proposing improvement actions at higher levels with solutions adapted to the situation, in order to optimize the performance of the tool, the teams and our KPI's.Elaboration and analysis of reports to adjust service levels in order to achieve maximum performance and optimize available resources.Facilitate and participate in the integration of the WFM team.Contribute to team spirit and a good working environment.

Madrid

Commercial team management.Opening of new business through face-to-face visits.Ensuring the loyalty of our customers through personalized service.Negotiation, follow-up and closing of the contractual conditions with the clients.

Madrid Area, Spain

Leading a multilingual and multicultural customer experience team in a contact center of a world leading company where individual buyers and sellers can exchange shows tickets. • Supervising SLs and KPIs.• Drafting quantitative analysis, outcomes, and quality reports, as well as action plans aimed at improving the customer’s satisfaction.• Executing training, coaching, and motivation sessions.• Providing support to the experts in problem solving cases.• Creating new procedures and improvement plans for existing strategies aimed at optimizing the daily workflow and at decreasing the contact rate.• Responsible of interdepartmental communication.• Managing hiring processes.

Madrid Area, Spain

Provide high quality customer service to our clients to ensure smooth flow of inquiries and complaints through effectively. Motivate, coach, inspire, train and direct the customer service team on the best way and approach to relate to customers as they attend to their needs. Create conducive working environment for other team members in order for them to work without duress, bringing their best to the table to achieve maximum results

Madrid Area, Spain

Commercial management of 3,000 national and international clients. Processing of registrations, modifications and cancellations of customers. Request and management of customer reports to Credit and Surety. Telephone and email customer service. Management and maintenance of customer CRM. Making payments, charges, cancellations, etc ... Resolution of incidents of orders, distribution, gender not sent, change of business name, error in rates, etc .. Introduction of customer orders. Control and monitoring of transport agencies Narval, Seur, etc ... Support to the commercial department tracking orders, sending fares, requesting credits from CYC clients, customer consumption, etc ... Email management of the SAT department and orders. Updating of client rates, communication with customers regarding variations in their rates, updating of the master file (active, inactive, eventual clients), realization of consumption and comparisons of clients, etc ...

Alcobendas

- Customer Service Department: Customer service, tracking of orders, telephone and email. Updating, debugging and segmentation of database. Planning, coordination and execution of promotional campaigns. Troubleshooting. Supplier control and monitoring. Coordinate the different areas of the warehouse ( entrances, replenishments, order preparation and transportation of the same). Optimize, organize and plan the distribution of orders. Stock control Inventories.

Madrid Area, Spain

Planning, coordination and execution of the promotional strategy of our clients' products we direct by the different Key Account Manager, search, hiring and training of the personnel who carry out the promotional strategies, preparation of documentation and negotiation with locations where the commercial action is carried out, maintaining the dialogue with the Purchasing Manager of the target accounts, functional management of the Key Account National team, coordinate their activity with other departments of the company and achieve the qualitative and quantitative objectives assigned, etc.

Madrid Area, Spain

Manage,monitor and track a team of 30 store assistants and deliverymen.Plan, organize and execute commercial promotions.Organization of events: visits of schools and birthdays parties. Budget control. Search, hiring and recruitment of staff. Customer management. Sales planning and supervision.To attend and process customer complaints. Plan, coordinate and execute promotional campaigns. Supervise the attention and management of customer orders. Organization and supervision of advertising distribution. Cost evaluations.

Superior Degree In Internacional Commerce

Superior Degree In Administration And Finance.

First Course, Law, Law Degree