Secretaria direccion - office manager - supervisor call centre

Responsible for Italy, Portugal, Romania and Spain.  09/2019 - 06/2020
Supervise and support 3 Team Leads on a real time basis.
Supervise and lead a team of 30 people on a daily basis.
Monitor and report on agent performance, providing feedback on a daily, weekly and monthly basis
Carry out team briefings on a weekly basis
Provide weekly and monthly performance reports against KPI’s
Assist the Service Centre Manager with the recruitment and induction of new staff Assist the Service Centre Manager with staff performance reviews/ appraisals
Support management in the design and implementation of team processes and procedures.
Controlling team’s absences, holidays, lateness, probationary periods, annual appraisals, IDPs, etc.

Team Leader Customer and Franchise Partner Spain.  11/2017 - 09/2019
Support and assist the Spanish team on a real time basis.
Manage the team daily workload and monitor call volume on a real time basis, ensuring sufficient staff coverage at all times.
In charge of schedule and breaks rota.
Conducte one to one coaching/training sessions in a team of ten.
Recognise high performance and inform the Supervisor to reward accomplishments.

Customer and Franchise Partner Service Agent.  06/2017– 11/2017
Customer service representative providing accurate, valid and complete product/services information and solving any emerging problems that our clients might face with accuracy and efficiency. ​​

General Manager’s Personal Assistant: 
Filter calls and visits. 
Arrange domestic and international travels.  
Effectively maintain multiple calendars (General Manager and Board of Directors). 

Office Manager: 
In charge of: overall business mail, office supplies, meeting rooms, supplier invoices, expenses.  
General administrative tasks and support to different departments. 
Design and execute procedures.  
Assistance to organise events and conferences. 

Managing Proposal Responsible: 
Coordinate the entire process of preparing and monitoring proposals. 
Coordinate the administrative and economical side of the project with the technical side and pursue and deal with project deadlines.
Complete coordination and support with Project Manager and sales department.
Apply for, manage and recover bank guaranties.  Deal with official bodies.

President’s Assistant.  Florida – USA: President’s Global Support.  Organise travel and meetings. Control of  business correspondence. Relate and collaborate with suppliers, banks, lawyers, accounting advice, insurance.
Implement Spanish employees in the U.S. (housing, utilities, etc). Manage documentation for obtaining visas for employees in the U.S..  Coordinate meetings and special events.

Top Accounts Consultant 09/2001 – 04/2004
Manage, develop and maintain top-accounts. Manage training for temporary staff. Design, develop and deliver courses in different areas for company internal staff.

I.T. Consultant– 01/1999 – 09/2001
Search IT companies.  Commercial control.  Build loyal them. Build customer loyalty. Recruit, hire, train technical candidates. Responsible for recruitment, hiring, training and technical candidates. Design and develop training plans for the IT internal staff. 

Administrative  -10/1997 – 12/1998
In charge of: organisation and administration of the newly-opened branch office, relations with official bodies (Job Center, NHS, Labour Ministry, etc),  performance commercial campaigns, telemarketing, and general support to the sales department.