Teobaldo A Gonzalez Email & Phone Number

Spain

Barcelona, Spain

- Responsible for process assessments, process design, and redesign.- Responsible for evaluating and defining appropriate processes and procedures across contact channels, teams, and use cases. - Act as the primary point of contact interfacing cross-functionally to ensure customer service requirements and constraints are considered.- Analyze operating data and statistics to identify opportunities, develop action plans, and implement process improvements.- Map processes and procedures and use data insights to continuously identify efficiency, productivity, and customer experience improvement opportunities.- Represent the “voice of the customer” in process design, while taking into account business constraints. - Monitor and measure the benefits of post-process implementation to ensure product quality, efficiency, and improvement.- Provide support and expertise to help implement various projects and initiatives.

- Develop and use quality monitoring to compile and track performance at team and individual level (scorecards, reporting, etc…).- Diagnose skills gaps and coaching opportunities through observation and data analysis- Identify and aggregate training initiatives & knowledge base optimization (Confluence or similar).- Discuss, explain feedback and follow-up with agents in regular meetings.- Provides recommendations for change and participates in the analysis of workflows and procedures to improve accuracy/efficiency.

Barcelona

· Sells and coordinates transportation, accommodations, tours and activities.· Advises clients regarding destinations, cultures and activities.· Collects payments, books travel arrangements and pays applicable fees.· Contact with clients to determine travel needs, budgets and preferences.· Maintains accurate records of bookings, payments, transactions, phone calls and meetings.· Contributes to agency efforts by accomplishing related tasks as needed.

Barcelona Y Alrededores, España

• Sales, advise and coordinate with clients regarding destinations transportation, accommodations, tours and activities.• Creation of tailor-made tourist packages B2C • Incident management before, during and after the trip• Collects payments, books travel arrangements

Barcelona Y Alrededores, España

• Creation of tailor-made tourist packages B2C by inbound calls, arranging flight, transfers, car rentals, accommodations and activities.• Incident management before, during and after the trip.• Advises clients regarding destinations, cultures and activities.

Barcelona

· Creation of tailored travel guide for every customer. · Welcoming tourist in need of a more interactive and personal experience. Explaining their days in the city, adding extra tips and local experiences as a premium service. · Pre-booking Restaurants reservations, sightseeing tickets, etc.· 24/7 availability in case of an Emergency.

Barcelona

• Management team rotation in working areas. • Product verification.• Encourage team work during the caption of customers and sales of the final product.

Barcelona

· Welcoming visitors to the Camp Nou Experience· Taking photos at capture points· Edition and production of souvenir photo albums.· Selling final product to visitors of the touristic attraction.

Full Stack Development

· HTML · CSS · JavaScript · React.js. · React Native · Git. · UX basics

Cabin Crew Certificate, Tourism

Italian - Advance

http://www.scuolaromit.com/es/

English - Advance

https://www.abcschool.co.uk/

Accountancy, Public Administration

http://www.uc.edu.ve/facul_faces.php