Freelancer profile translated to English.

Description

Do you want your customers to rate you five stars in reviews?

We are experts in customer service and can help you:

Defining processes → organizing operational "chaos"

Leading teams → aligning and organizing people

Designing training → training the team in a short time

Managing claims → reducing the workload of incidents and improving responses

We do this through three levels:

1. Self-Diagnosis Test. It will tell you the health of your customer service.

2. Express Audit. We analyze the service channels and provide you with a report with clear actions to implement that will improve your service and conversion. All in 48/72 hours.

3. Premium Audit. In addition to the express report, we carry out a comparative analysis of the competition, evaluate the customer journey, redesign scripts and messages, propose complete protocols, and a 30-day operational roadmap.

Furthermore, if we deem it necessary, we will propose a training session for the team to ensure the service.

Languages

English
Native or bilingual
Italian
Native or bilingual
Galician
Native or bilingual

Workplace preferences

Can work on-site

Madrid (up to 50km)

Naturgy Iberia SA
KAM of Strategic Alliances
ENERGY AND UTILITIES
March 2022 - October 2023 (1 year and 7 months)
Madrid, Spain
Responsible for developing new alliances beneficial to both the company and the client.
Attraction and follow-up of companies for mutual value contribution.
Process tuning Organize Follow-up Customer service Customer Experience
Naturgy IberiaSA
Head of Knowledge Management
ENERGY AND UTILITIES
June 2021 - March 2022 (9 months)
Madrid, Spain
Team management. Definition, in collaboration with business units, of the procedures to be applied in the company's customer service. Design and implementation of customer service training. Definition of the area's budget and ensuring its compliance.
Customer service Customer Experience Customer audit Follow-up Incident resolution
NaturgyIberiaSA
Head of Backoffice
ENERGY AND UTILITIES
February 2021 - June 2021 (4 months)
Madrid, Spain
Monitoring of backoffice provider activity. Ensuring KPIs and SLAs. Identification of training and retraining needs and ensuring their delivery and utilization by all involved.
Follow-up Incident reduction Organization and planning Process optimization Team leadership and development