Irina Balu

Team Lead

Personal AssistantAdministrative AssistantCustomer Care SpecialistCall CenterCall Center SupervisorSupport SpecialistCustomer Support RepresentativeResearch AssistantOffice AssistantAssistantLive ChatChat SupportClient Relations SpecialistCase ManagerCustomer Success ManagerCustomer Service

10+years of experience in customer service, operations and performance development mostly B2C with expertise in team and on-boarding trainings, quality assurance and optimization of coaching and training processes. Experienced in managing top-performing teams and promoting strategic initiatives to meet organizational goals, Supervised and managed business metrics namely KPIs, SLAs, CSAT & Customer Resolution. Acknowledged for nurturing a positive mindset and promoting improvement ideas for the business.

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Work Background

Customer Service Team Lead

H&M GroupCustomer Service Team Lead

Nov. 2018 - Jun. 2023Barcelona Area, SpainLead and develop CS agents, ensuring excellent service, achieving KPIs, fostering improvement, supporting growth, and driving market performance.

Customer Service Trainer

H&M GroupCustomer Service Trainer

Jun. 2014 - Nov. 2018Greater Barcelona Metropolitan AreaRolled out and delivered trainings and workshops ensuring staff is in line with the company's values and procedures. Collaborated on establishing routines and procedures to ensure CSAT KPIs as well as reporting training needs and progress maintaining an inspiring mindset.

Switchboard Operator

H&M GroupSwitchboard Operator

Jul. 2012 - Jun. 2014Barcelona Area, Spain

H&M

Aug. 2011 - Jun. 2014Greater Barcelona Metropolitan Area

Trainer in Digital Literacy

Cibernarium Barcelona ActivaTrainer in Digital Literacy

Jan. 2011 - Jan. 2012Barcelona Area, Spain

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