Contact center team manager
Ale*** ***** (XX años)
Patient Support Team Supervisor en Clinic Eugin
University of Padova
Sant Cugat del Vallès,
Barcelona
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Experiencia
Patient Support Team Supervisor
Clinic Eugin
mar 2019
-
feb 2020
Leading the administrative and 1º contact team (20 coordinators/8 languages) to improve the efficiency of the process and the communication across different department of the clinic, in preparation of the migration to the ERP SAP-ISH and CRM C4C
Operation Manager European Careline Department
Colgate Palmolive/CPM
ago 2016
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mar 2019
Implement the brand-new CP European Careline Department locate in BCN (18 agents/13 countries). Establish and monitor, following LOI and SOW, a QA system in accordance with the Vigilance procedure. Present the results on weekly and monthly bases to CP Global Consumer Affair dept.
Team Manager European Careline Department
Reckitt Benckiser/CPM
oct 2013
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ago 2016
Leading a team of 20+ agent across 15 EU countries. Responsible for the recruitment, training and quality and quantity performance review of the agents
Channel Account Manager - S&D Graphics Solutions
Hewlett-Packard/CPM
abr 2010
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oct 2013
Build and monitor sales pipelines in the Italian market to ensure continuous population & movement of near- & long-term opportunities
Customer support operator
CPM
sep 2009
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abr 2010
Handling inbound calls; English, Italian and Spanish. for a British company of dietary supplements
Formación
International Degree in History
University of Padova
sep 2001
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abr 2006
International Diploma in Electrical Engineering
I.T.I.S. Viola
sep 1995
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jul 2001
Idiomas
Italiano - Nativo
Castellano - Alto
Ingles - Alto
Otros datos
MANAGEMENT SKILLS
Leading and delegating abilities Managing cross-functional teams Decision making Problem solving KPI and SLA oriented Strong networking skills Pharmacovigilance process ERP SAP-ISH CRM C4C, SALESFORCE
