Experience

  • Learning and Development Manager

    at arvato (BPO Microsoft)

    July 2015 - at Present

    Leinster

    • Deployed multiple simultaneous training projects (prioritization, resource allocation, risk analysis, stakeholder negotiation). • Led efforts to share technical knowledge among training specialists in different locations. • Identified and addressed training needs within the L&D team. • Implemented L&D best practices from a different line of business. • Inspired and motivated team toward meeting company and project objectives. • Evaluated training results and proposed changes to address knowledge gaps. • Held regular team meetings. • Conducted performance appraisal meetings and provided personal development plans. • Delivered training sessions for management (Root Cause Analysis and coaching).

  • Training Specialist

    at arvato (BPO Google)

    July 2014 - at Present

    Leinster

    Duties: • Created training material (workbooks, exercises, cheat sheets, tests and evaluation forms). • Delivered and updated multiple training programs, including induction, Google product training for new hires and existing employees. • Collaborated with internal and external stakeholders on content curriculum and modules. • Facilitated and led skill development workshops for new and existing employees to improve customer experience, performance and sales skills over a number of business towers. • Implemented and executed a skill development program for management to enhance skills related to coaching, motivation and feedback in Dublin and Krakow. • Designed and evaluated training programs for various business towers. • Led team of trainers from multiple business units and locations to align content curriculum. • Provided train-the-trainer sessions to existing trainers and the client.

  • Quality Analyst

    at arvato

    October 2012 - at Present

    Leinster

    Duties: • Analysed written and verbal interactions between agents and customers to ensure adherence to quality, customer service policies and Google procedures. • Worked closely with team leaders and operations managers to identify knowledge gaps and create action plans to achieve goals. • Participated in and conducted calibration sessions to ensure quality analysts were aligned. • Developed a quality scorecard to evaluate the quality and compliance of the service provided. • Provided coaching, support and constructive feedback to agents to ensure CSAT and quality targets were met. • Delivered technical training. • Analysed processes and collaborated with the client to suggest improvements in quality criteria.

  • Customer Service Representative

    at arvato

    January 2012 - at Present

    Leinster

    Duties: • Dealt with customer queries in English and Spanish in a B2B and B2C environment. • From July 2012 appointed as "Second in Command" to assist the team leader with reporting, daily huddles and distribution of tasks within the Spanish team.

Education

  • Training Delivery and Evaluaction

    at The Open College

    2015 - 2015 (1 year) Leinster

  • Google AdWords Certification

    at Google

    2013 - 2013 (1 year)

  • Máster en gestión internacional y comercio exterior

    at Universidad de Zaragoza

    2009 - 2010 (1 year) Zaragoza

  • Licenciatura en Economía

    at Universidad de Zaragoza

    2005 - 2009 (4 years) Zaragoza

Languages

  • Spanish Native

  • English Negotiation

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