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Work Background
AmazonEmployee Experience Program Manager
Feb. 2022 - Mar. 2024Barcellona, Catalogna, Spagna-Conducted a comprehensive needs analysis to gather employee feedback and identify areas for improvement. -Leveraged insights to develop and implement a series of internal intranet pages focused on employee-centric communication. -Develop and implement a strategy for a large, complex employee engagement program, including project management.
AmazonAccount Health Support Specialist
Oct. 2019 - Jan. 2022-Successfully managed a portfolio of 100+ accounts, providing exceptional customer service and resolving complex issues within tight deadlines.
-Engage in frequent written and verbal communication with the Seller Partners.
EF English FirstCoach & Corporate Academic Advisor ROW Market
Oct. 2016 - Oct. 2019Barcelona Area, Spain-Follow up on our student progress monthly by phone and email. Provide guidance on how to achieve personal and company learning targets. -Responsible for providing our students with technical advice and solutions to ensure they have the best learning experience possible using EF products.
-Spearheaded the creation of a new internal office newsletter, increasing communication and collaboration across departments.
Kaplan International EnglishTeam Manager Customer Care
Jan. 2015 - Sep. 2016London, United Kingdom-Led a team of 15 customer care representatives, achieving a 90% satisfaction rate from customers and meeting all performance targets.
-Conducted regular training and coaching sessions for team members, resulting in a 50% reduction in errors and increased team morale.
-Dealing with and resolving issues that arise from customers and staff. Working with the sales and marketing team to increase sales.
Kaplan International EnglishPA & Contact Centre Assistant
Oct. 2013 - Dec. 2014London, United Kingdom-Responsible for providing an efficient and professional administrative service to colleagues and managers to facilitate the efficient operation of the office.
-Providing general secretarial and administrative support to the Director and Managers; meeting and greeting clients and visitors.
-Coordinated the successful execution of several large-scale events, resulting in positive feedback from attendees and increased brand awareness.
-Arrangements for travel and accommodation.
TUIDestination Manager
Jun. 2002 - Jul. 2013Egypt, Tunisia, Jordan, Crete, Karpathos, Kos.-Managed a team of 10 holiday representatives, achieving high levels of customer satisfaction and meeting all performance targets.
-Successfully resolved several complex customer issues, resulting in positive feedback and increased customer loyalty.
-Handling incoming calls, H24, planning for client's travel program. -Responsible for educating and supervising new holiday representatives and acting as the main point of contact for the tour operator.
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