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.
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.