Lorena BellésEscrig

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Experiences

Team leader in Mindpearl is a complex position to describe as covers senior knowledge of all our customers-products, agent performance management, operations control, roster generation, training, quality analisys and daily contact with our main european customers, as well as liase and report incidences to our and customer managers.
As woking in a global company I need to coordinate Barcelona's working team with other centers, being either part of Mindpearl structure or customer service provider, taking into consideration different time zones, cultural diversity and various working policies.
As team leader I am part of a group of 5 leaders, supervising quality and productivity of my own team, ensuring that KPI targets and service levels are met, by leading, coaching and motivating the team, performing training and adapting processes when necessary.

Conduct an Induction Training for Swiss, one of the customers in the new premises of Mindpearl. Train and asses 35 incomers into reservation systems, swiss product, fares and airline environement knowledge. Train into both technical and soft skills, specialising them for handling calls and emails for UK, Canada and USA market.

Coaching and leading between 12 and 20 Senior Group Sales representatives for Swiss. We offered, handled and signed sales group agreements for travel agencies on main european markets as: Spain, Italy, Portugal, France, Germany, Benelux, Skandinavia and UK.

Coaching and leading between 8 and 15 sales and service representatives for these airlines, covering different products and several european markets.

Frequent flyer product trainer for Qualiflyer, Swiss Travel Club, Privilege and Navigator membership programs. Training documentation and training lead of Swiss new fare system European Business Concept. Covering this position I trained over 120 sales representatives, most of them new incomers.

Handling calls and emails for german, swiss and spanish market for Qualiflyer Frequent Flyer Programme. Handling of revenue bookings for Swissair, Sabena and Tap.

I began as rental agent at BCN airport moving to town offices on 1999 to open and run a new office until Jan 2001 when I moved to Sants Railway office to reorgainse it.

In charge of director's agenda, meeting notes, organising department events, material and cost control.
Started as reception clerk for four months and afterwards promoted to cover IT department's Manager Assistant for her maternity leave.

Education

Tourism and Economics

1st year of Philology

Skills

Operations Manager at Arvato Bertelsmann