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susana

CONTACT CENTER MANAGER at SODEXO BENEFICIOS E INCENTIVOS

Facilities Services

  • 5 Grups
  • 8 Contacts
Senior

Biography

Extensive experience in managing contact center teams, working in a multinational MICROSOFT. My last responsibilities have evolved into an European structure in the last 10 years, helping to expand the knowledge and experience in managing European global business and resources of different nationalities and in different countries (Spain, Portugal and Italy).

Experience in leadership and development of the workforce, work environment familiar with multicultural and multinational.

Experience Projects at European level, as well as change management and implementation of new business models for Customer Care.

Aimed at achieving high level objectives, obtained through teamwork, collaboration, tenacity and integrity. Analytical Optimistic. High level of emotional self-control to deal with stressful situations, inspiring confidence.

Willingness to travel and open to making responsibilities from other cities and countries.

Currenlty Looking for new challenges.

Professional experience

CONTACT CENTER MANAGER

SODEXO BENEFICIOS E INCENTIVOS
Facilities Services Customer Service

Dirección y coordinación del Departamento de 21 personas para la Atención al Cliente, PostVenta y Pedidos, realizando la optimización de la operativa en relación a métricas, KPIs, Niveles de Servicios, Voz del Cliente, como el incremento de los resultados de colaboración y clima laboral del departamento.

CUSTOMER SERVICE MANAGER

DAVALOR SALUD
Software Customer Service

Puesta en marcha de un proyecto de innovación tecnológica, para la salud Visual con la responsabilidad de crear el departamento de Atención al Cliente y centro de contacto de los clientes. Definiendo KPIs, Niveles de Servicios, CRM, Perfil de operadores, planes de formación y objetivos para la atención de alta calidad a los Clientes y Potenciales Usuarios.

Education

Languages

Inglés high
Portugués medium

Courses & certifications