English it support

Responsible for managing all intraday management processes in support of operations to achieve the business
objective of achieving business service level objectives and maximizing efficiency and occupancy. Contribute to
consistently achieving service level goals by real-time management of call center resources. Providing leadership
teams with timely, accurate reports on intraday performance and impacts.
o Monitor attendance, Login / Logout times
o Monitor live and Non-live queues, Chat / Phone / Email
o Attend weekly and daily staffing review meetings with management and forecast / scheduling analysts
detailing previous and current week’s performance and forecast performance of remainder of current
week and next week, while also identifying risks.
o Manage intraday service level acceptable goals.
o Monitor real-time adherence to schedules for call center associates.
o Initiate escalation procedures when KPI thresholds are exceeded.
o Manage associate call-in line and update schedules to reflect accurate intraday projections.
o Recommend overtime or downtime based on day of performance
o Provide day of impact analysis for outages, staffing shortages, and other unplanned events.
o Approve real-time request for offline events.
o Communicate effectively with internal and external customers in accordance with the company’s policies,
procedures, guidelines, and common practices.
o Demonstrate working knowledge and adherence to all HR & WFM policies, procedures, guidelines, and
practices.
o Effectively communicate with peers and those we support in the business to ensure high quality and
timely completion of work requests.
o Administration of intraday schedule changes.
o Perform other duties and assignments as directed.
o Daily Queue performance reports

Working for Google as a Technical and Customer Support Specialist based in Cork, supporting our clients by
phone, email or real live meetings, making calls and address emails from customers in an efficient and timely
manner, troubleshooting quickly and efficiently, providing information and solutions to customers and do so with
the highest standards of professional customer service.
o Provision of an excellent support experience to Voxpro customers via phone, chat, and email support
channels.
o Investigate and research user issues, tailoring the support response to the user's relationship with the
company.
o Provide first line support to customers for infrastructure and product related requests.
o Investigate, resolve and / or escalate issues.
o Contribute to creating and updating a support knowledge base.
o Maintain and support quality and statistical standards at all times.
o Provide excellent customer technical support, you will strive for first call resolution with each case.
o Dealing with all customer complaints in a professional and courteous manner

Working in a Central Reservation office based in Cork, as a Sales Representative, Costumer Services and Customer
Care , making reservations for any Marriott hotel around the world, helping customers and fixing any kind of
incidences they could have, by phone.
o Managing incoming calls.
o Making reservations offering also the opportunity to be part of the Marriott loyalty program.
o Helping Guests with their inquiries, problems or complaints.
o Providing customers personalized, friendly and efficient service.
o Dealing with all customer complaints in a professional and courteous manner

Working for Zara Shop based in Cork. Reviewing the bestseller products in the
country and our own and creating and organizing a plan daily and weekly including new to achieve weekly and
monthly goals.
o Daily analysis of data and elaboration of strategies and plans based on historical data local, national and
international levels and development of Reports, plans and necessary actions to take in order to achieve
and improve the goals.
o Keeping new collections up-to-date and develop strategies for bestsellers and marketing techniques
planned looking to create a higher visual impact in the customers and improve the performance.
o Processing and organizing stock deliveries and place them in the shop according to the plans created for
new collections, promotions and bestsellers following the statistics.
o Ensuring correct display, cleanliness and tidiness of merchandise and promotions.
o Taking actions to improve the branch performance.
o Providing customers personalized, friendly and efficient service.
o Attending and representing the business at trade shows and internal events.

Working as an Accounting and Human Resources Supervisor in a Hospital that included a Dental and Estetic clinic based in Estepona with more than 50
employees and 60 medical specialists 
o Providing a professional, friendly and courteous service to all customers, Suppliers and Medical
Professionals diary managing and solving any kind of conflict by phone, mails or meetings.
o Ensure highest level of customer satisfaction through professionalism and swift resolution of incidents.
o HR management including CV Administration, hiring and firing, Payrolls, holidays and sickness leave…
o Invoicing and payment of the Medical Professionals fees monthly.
o Managing the contracts of suppliers and doctors.
o Monitoring compliance with the Confidentiality Police and Law for the Protection of Data (LOPD) for
Employees, Suppliers and Medical Professionals.
o Managing outgoing/incoming mail and calls from Employees,Suppliers,Director and Medical
Professionals.
o Liaising with director, suppliers, clients and Medical Professionals (Telephone/ Emails/ Meetings).
o Providing administrative support to director and Medical Professionals.
o Financial Administration, including Treasury management, Invoicing and compilation of Management and
annual accounts.
o General accounting duties including monthly management accounts and perform bank reconciliations
o Preparing and filing monthly tax returns for the companies.
o Compiling spreadsheets & assisting in costing reconciliation.
o Supervision and regulation of warehouse and solve conflicts with orders and suppliers

Working as a part of a team in an important company in Puerto Banús (Marbella) specialized in accounting, taxes
and audits of national and international companies.
o Managing outgoing/incoming mail, calls and meetings.
o Office Supplies/ Stationery management.
o HR management including Payrolls, holidays and sickness leave…
o General accounting duties including Monthly Bank Reconciliation, Monthly Management Accounts,
statement reconciliations and sales invoicing.
o Preparing and filing monthly tax returns for the companies.
o Compiling spreadsheets & assisting in costing reconciliation
o Administrative tasks including task in tax office, banks, Register office, Commercial Registry, lawyer
office

Effortless Experience engagements help improve Net Promoter Score by as much as+54%.
Only 35% of customer effort stems from the service function's processes, cross-channel integrations or technologies - or what the customer has to do. But 65% of total effort stems from how a customer feels in service interactions.
The key to mitigating disloyalty is to reduce customer effort by creating the effortless experience.
The results are four best practices shared by low-effort service organizations:

1. Boost stickiness of self-service channels.
2. Use “next issue avoidance” practices to help reps head off the potential for subsequent calls.
3. Succeed on the emotional side of effort by teaching reps how to actively manage the customer interaction with psychological and behavioral practices that reduce the “feel” side of a customer’s perception of effort.
4. Reward quality over efficiency by giving reps greater control to manage individual interactions.

Setup your G Suite Admin Console and configure the required DNS records such as MX, SPF, DKIM, and DMARC
Users, groups, OU, and resources provisioning, management, and integration with your Active Directory server
Understand the various settings and controls in the Admin Console
Apply Google's recommended security practices and recommendations through 2SV, SSO, and their security guides
Services and apps settings and management based on OU level, and domain level
Implement various email routing and compliance scenarios and setups
Implement device management policies and manage company owned devices and work profiles
Monitor your domain and services health and usage through the various reports in the Admin Console
Email and data migration, using DMS, GSMME, and GSMMO
Specialization in other Google services: Sites, sheets, Docs, Slide, Forms, Gmail, Photos,Drive, Maps, Youtube, Calendar, Groups, Chrome browser, Chromebook, Google+, Hangout, Keep, Contact, Task, Vault and more