Robbert Spaans Email & Phone Number

Lisboa, Portugal

- Leading and instructing the daily operations with a team of Supervisors in a high-volume department. Overseeing a large team of CSRs and ensuring the compliance with company's compliances, policies and protocols.- Working closely with other departments to ensure continuous growth, stability and productivity aswell as increasing customer satisfaction.- Maintaining and analyzing performance metrics, to identify opportunities and drive continuous improvement.- Expertise in Excel and data analysis to identify outliers and trends in call center metrics such as Average Handling Time (AHT), Customer Satisfaction (CSAT), and Productivity- Proven track record of managing and improving main KPI metrics through effective outlier management strategies and data-driven decision-making.- Usage of PowerPoint to create visually appealing graphs and charts that showcase KPIs such as AHT, CSAT, and Productivity.- Identify trends and patterns using PowerPoint for KPIs to develop predictive models that can be used to improve future performance.

Lisboa, Portugal

- Supervised a team of 15+ Agents to ensure high quality customer service.- Provided feedback and coaching to improve performance and increase customer satisfaction.- Mentorship for high potential Agents to boost them to the next level.- Conducted performance evaluations through monitoring and feedback to ensure development of Agents.

Lisboa, Portugal

- Handled incoming, outgoing calls and emails sent by customers to provide, excellent customer support.- Resolved customer complaints and questions in a timely and efficient manner.- Accurate and great usage of tools to record all held interactions to ensure productivity.- Achieved high levels of customer satisfaction and FCR.- Functioning as Floor Support for New Joiners and the project.

Haia, Holanda Do Sul, Países Baixos

Haia, Holanda Do Sul, Países Baixos

Social Work And Psychology

Webdesign And Coding

Vision Science/Physiological Optics