Years of experience: 14
Service Quality ManagerCustomer Success ManagerCall Center Trainer🐦 DesignCall CenterProducer
Trust Score
Exceptionally trusted; proven professional excellence.
Janaina's Career Path
Jun. 2024 -Present
Laloca Post HouseExecutive Producer
• Managed end-to-end post-production projects at Laloca, ensuring client requirements were met.
• Oversaw deliverables, formats, and variations to guarantee high-quality final project delivery.
Mar. 2021 -Jun. 2023
TELUS InternationalTeam Manager
Barcelona, Cataluña, España- Monitored team KPIs, developed personalized action plans, and guided agents to hit their targets.
- Analyzed data to spot issues and suggested process improvements.
- Held regular team and one-on-one meetings to provide feedback, performance coaching, and support.
- Ensured team members had the right training and resources to perform at their best (and got additional support when needed).
Jun. 2020 -Mar. 2021
ImpressCustomer Service Manager
Barcelona, Catalunha, EspanhaLed a specialized team of 22 across Spain, Italy, Portugal, and the UK, ensuring top-notch customer service. Oversaw staff training, shifts, and motivation, while also managing hiring and dismissals as needed. Analyzed KPIs and SLAs to track performance and maintain quality standards. Used customer satisfaction data to drive improvements and ensure high NPS.