Acting as a Team Leader
Vodafone Group
Total years of experience :14 years, 8 Months
Rally a team of 25 back-office advisers to reply to customer emails and faxes within service level, ensuring high team spirit and clear goals via coaching, training sessions and team building events.
I got accepted in Stream Global Services back in may of 2009 and gloriously took part in the kick-off of the Sirius Satellite Radio campaign as a first-batcher attending American clientele, handling their SiriusXM related requests, i.e. billing issues, subscription renewals, upgrades, cancellations or frequency adapting and some technical issues, in addition to some satellite radio up selling, which was a marvelous hands-on experience in both the technical, soft skills and social backgrounds area of customer help.
-In December of 2009, I was looking for more experience so I preferred to set sail for another contact center adventure, this time in the tourism horizon, that is HCom Spanish support in Stream Global Services as well; I was granted the consent to start in another account as an internal transfer to be one of the pioneer agents at HCom as well as a first batch Spanish support agent, handling both sales calls, i.e. hotel reservations as well as after-sales service, that is support calls like modifying, canceling a trip or following on a billing or another hotel related issue or just giving hotel information to callers, all that includes inbound and outbound calls, some of them if the other party doesn't have good command of Spanish, can be handled using English as the "lingua franca" between us to either close a deal or obtain certain piece of info. I am still working proudly as an HCom support professional until now.
-Sometimes I worked as a delegate team manager, delivering reports and taking care of service level, also I worked as a shift supervisor sometimes, handling tough calls from other agents.
