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Lorena BellésEscrig

Operations Manager at Arvato Bertelsmann

Lorena BellésEscrig
Barcelona Area Spain
Professional Status
Project initiator
Available
About Me
I'm a professional with years of experience in Customer Sales and Service. With a degree in Tourism and Business I'm currently focusing my career in 2.0 Business Management and Social Media.
Resume created on DoYouBuzz
Experiences

Team Leader

Mindpearl
July 2005 to May 2013
  • 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.

Swiss reservations Induction Trainer

Mindpearl Fiji
November 2010 to December 2010
  • 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.

Team Leader for Swiss Groups

Mindpearl
March 2007 to May 2008
  • 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.

Team Leader for Swiss, Vueling, Sn Brussels and Privilege

Mindpearl
July 2005 to March 2007
  • Coaching and leading between 8 and 15 sales and service representatives for these airlines, covering different products and several european markets.

Trainer Coordinator

Swiss Crossair Customer Care Centers
November 2002 to October 2003
  • 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.

Customer Sales and Service Representative

Swissair Qualiflyer Customer Care Centers
May 2001 to November 2002
  • Handling calls and emails for german, swiss and spanish market for Qualiflyer Frequent Flyer Programme. Handling of revenue bookings for Swissair, Sabena and Tap.

Town Office Manager

Europcar
June 1995 to May 2001
  • 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.

Reception Clerk

Sol Melia Gran Sitges
July 1994 to May 1995

IT Manager and department Personal Assistant

Sony
June 1992 to January 1993
  • 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.