Yolanda Tinajero Olivera Email & Phone Number

Madrid, Es

Madrid, Comunidad De Madrid, España

Frankfurt Del Main, Hesse, Alemania

- Assessment and improvement of the data protection processes in Service Centers to mitigate risks- Data breaches reports assessment- Report to, and liaise with the Legal and Data Protection departments and make decisions based on the guidance received by them- Development and implementation of quality control processes, procedures, and policies to ensure that the Service Center exceeds the customers expectations- Monitoring and analysis of data related to quality control processes, identifying trends, and making recommendations for improvement- Communication with other teams, departments, and stakeholders to ensure that quality control processes are aligned with business objectives- Creation and maintenance of quality reports and quality control documentation

Berlín, Alemania

- Coaching and development of 13 direct reports- Implementation and development of Agile methodologies within the team to improve overall performance - Monitoring and development of the quality performance of internal and external providers - Coordination of the GDPR & Fraud team giving support at internal and external stakeholders- Creation and implementation of the GDPR process improving the response rate from 1 week to less than 24 hours- Creation of internal guidelines and customer service processes improving the alignment across providers- Creation and implementation of the Quality Process for Eurowings Discover, improving Quality results by 10%p per month

Berlin, Germany

- Creation of the quality guidelines in Confluence, bringing 5 different markets under the same roof- Harmonization of processes for the 6 existing markets- Creation the work instructions and templates for the international markets- Organization and planning of trainings for the new and existing employees at Sitel (outsourcing) and Raisin- Assessment of the interactions between the customer service agents and the customers reducing recurrent errors- Design and implementation the Quality Framework, bringing alignment with the providers and improving the quality performance

Berlin Area, Germany

- Development and implementation of the Booking.com Quality Standards for Berlin Offices, with 500 agents- Analysis of customers needs through Tableau, ManaDash and Excel for the later coordination of action plans on the Site, Team and Individual Level. 4 % Improvement in the Quality Score in one month- Implementation of the Agile / HPT culture and structure in the Quality Team- Support to Region to implement the Data Protection Protocol in EMEA- Work together with Regional and Global Departments acting as Ambassador for the Quality Guidelines. Implementing guidelines through the coordination of peers in other Sites- Project Management- Coaching/Mentoring

Berlin Area, Germany

- Coaching- Guidance- Mentoring- Project Management- Report analysis and distribution- Assistance on procedures- Administrative Tasks- Handling complaints- Financial responsibilities- Driving customer satisfaction

2010, Master On Communication Management

2009, Translation And Interpreting