Neus Alvado

Neus Alvado

Customer Experience Manager/ Backup Quality Manager at Arvato
Lives in Barcelona, Spain
over 6 months ago

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Experience

  • Customer Experience Manager/ Backup Quality Manager

    Arvato - Barcelona, Spain

    Reservations
    January 2015 - Now

    Working for the Booking.com project, my main projects /tasks include: - Part of the ramp-up team: Build and deploy the quality procedures at the start of the Project. - Data mining and analysis - Through a KPI and Customer comments analysis, detect main causes for satisfaction and dissatisfaction and prepare an action plan to improve the overall service. Present my findings to the Management team. - Quality Manager backup - Team management and follow up of Quality strategy. - Trainer - Prepare and deliver initial and continuous training on following topics: New hire onboarding, procedures, use of CRM, Customer Management. - Coach - Acting coach for Spanish and Italian team.

  • Customer Experience Manager/ Backup Quality Manager

    Arvato - Barcelona, Spain

    Other
    January 2015 - Now

    Working for the Booking.com project, my main projects /tasks include: - Part of the ramp-up team: Build and deploy the quality procedures at the start of the Project. - Data mining and analysis - Through a KPI and Customer comments analysis, detect main causes for satisfaction and dissatisfaction and prepare an action plan to improve the overall service. Present my findings to the Management team. - Quality Manager backup - Team management and follow up of Quality strategy. - Trainer - Prepare and deliver initial and continuous training on following topics: New hire onboarding, procedures, use of CRM, Customer Management. - Coach - Acting coach for Spanish and Italian team.

  • Customer Care Coach

    Arvato - Münster, Germany

    Back Office
    November 2011 - December 2014

    Working for the Microsoft project (Office 365, Dynamics, Intune). - Customer care - Presales information, billing and licensing. - Coach for the Spanish and Russian team - New agents on-boarding and training. - Floorwalking - Acting coach for all agents, solve ad hoc questions and issues. - Training and coach for other locations overseas - Participated in short ramp-up projects as Quality expert.

  • Cabin Crew

    Air Berlin - Münster, Germany

    Hostess
    April 2011 - October 2011

    - Boarding/ Unboarding passengers - Onboard service - First Aid/ Medical emergencies - Customer care

  • Customer Care Representative

    Flyline - Bremen, Germany

    Back Office
    June 2010 - March 2011

Education

  • Bachelor's degree, Tourism and Travel Services Management

    UNED - Universidad Nacional de Educacion a Distancia

    October 2002 - June 2005

Languages

  • Spanish
    Native or fluent
    100%
  • Catalan
    Native or fluent
    100%
  • English
    Full professional
    80%
  • Italian
    Professional working
    60%
  • German
    Professional working
    60%
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