Experience

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  Cork english college

  Jul 2014 - Aug 2014

  Group leader

  As a team leader you need to provide direction, instructions and guidance to a group of students, who come n their own to the country to learn the language and live with host families. -Providing point of contact for parents-Helping students with culture and family issues-Organizing large group tours

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  Voxpro

  Apr 2015 - Jun 2017

  Manage performance of a team of 15/20 Trust and Safety specialists, ensuring quality and productivity. In charge of Airbnb's safety both Online and Offline.- Manage a team in charge of taking emergency and sensitive calls. Provide support for distressed users.- Acting upon SLA metrics.- Compile reports including: productivity, punctuality, adherence, etc.- Interviewing/ Hiring - Day to day management with duties such as: scheduling, shift approval, team meetings and one-on-one performance meetings.- Quality Reviews and workflow implementation maintaining quality standards.- Coaching and mentoring of team members enabling them to reach their full potential.- Serve as a primary point of escalation for customer concerns and queries. Show less Part of the Trust and Safety Team that works to prevent fraudulent activity in the Airbnb website, identifying attacking attempts such as phishing, scams, or fake profiles before anything happens and supporting users when have been a victim. Among others, the duties are:- To revise accounts and documentation, always against the clock hour to keep under a level the queue of work.- To investigate and prevent phishing attempts, scams, use of stolen credit cards, etc- to Investigate complex situations and potential online fraud and recognize fraudulent trends.- To handle security deposits and guarantee cases involving physical damage. - To verify user's profiles both Online and OfflineGood attention to details is needed for this position, among with data and meta-data analysis, short time decision, workflow knowledge, investigation and research skills, good computer knowledge, risk evaluation, and many others skills; all in a fast work paced environment, where teamwork skills and a clear communication within the team is key.. Show less As a Multilingual Customer Experience Specialist, we were in charge of handling all the queries that Airbnb customers might have, through the phone and emails and equally in Spanish and English. For this position, you are required to have a very wide amount skills like the followings:- Patience, empathy, and ability to manage stress.- Strong communication and interpersonal skills.- Ability to work under pressure and adapt quickly to adverse situations.- Technical aptitude and the ability to pick up new technology quickly.- Provide friendly and efficient service to the worldwide Airbnb community.- Respond professionally to inbound phone calls, including urgent situations.- Research information and troubleshoot problems using available resources.- Arbitrate in situations between users.- Monitor and control numerous concurrent tasks in tandem.- Proactively and independently work to meet targets and goals. Show less

  • Team Manager - Trust and Safety (Airbnb)

    Apr 2016 - Jun 2017

  • Multilingual Trust and Safety Specialist / Fraud Analyst

    Oct 2015 - Apr 2016

  • Multilingual Customer Experience Specialist (Spanish/English)

    Apr 2015 - Oct 2015
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  Phil&teds

  Jun 2017 - Jul 2021

  Responsible for the smooth running of operations in our Malaga office, following the directions and policies marked by our Head Office in New Zealand and spreading the phil&teds message. Accountable as well for delivering target levels of customer service​ to our retail partners and end consumers, with service/support, efficiently ​and effectively,​ to maximise our sales opportunities now and in the future. Operations Manager:- Develop, implement and review operational policies and procedures.- Help promote a company culture that encourages top performance and high morale.- Disseminate, support and explain company policies as required.- Liaison with top management and assist in the development of strategic plans.Customer Service Manager:- Manage the EU support team day to day (focus, goal setting, task direction, roadblocks, leave, local admin) to meet service benchmarks (KPI).- Monitor service level requirements, and plan resourcing (people, training, assets) to match.- Support the European Customer Service team with sound people leadership skills, clear decision-making and a positive but realistic assessment of the work quality and goals.- Manage the relationships with logistics (warehouse/freight) service providers. Show less Responsible for delivering target levels of customer service​ to our retail partners and end consumers, with service/support, efficiently ​and effectively,​ to maximise our sales opportunities now and in the future. - Manage the EU support team day to day (focus, goal setting, task direction, roadblocks, leave, local admin) to meet service benchmarks (KPI).- Manage the relationships with logistics (warehouse/freight) service providers.- Monitor service level requirements, and plan resourcing (people, training, assets) to match.- Support the team with sound people leadership skills, clear decision-making and a positive but realistic assessment of the work quality and goals.- Monitor market feedback and provide to sales and marketing heads with meaningful information regarding customer relations, competitors, stock issues, etc.- Monitor the quality, breadth and volume of service level provision.- Coach and lead the individuals in the team.- Look for ways and means to improve our product/service delivery or reduce its cost. Show less

  • Operations & Customer Service Manager

    Jan 2019 - Jul 2021

  • EU Customer Service Manager

    Jun 2017 - Jul 2021
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  Drops - a kahoot! company

  Jul 2021 - Aug 2023

  Lead the Support team and strategy to deliver target levels of Customer Experience and satisfaction.- Develop the company's processes, automations and improvements. - Solve customer issues via multiple channels, ensuring customer satisfaction and happinesswith our products and services.- Work with the customer to Investigate and analyse issues within the Drops apps. Answer‘how to’ questions, recommend known technical solutions and research workarounds.- Take ownership of technical issues and customers problems from beginning to end, ensuringtimely follow-up and a satisfactory resolution Show less

  • Head Of Support

    Mar 2022 - Aug 2023

  • Senior Support Specialist

    Jul 2021 - Mar 2022
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  Kahoot!

  Jul 2023 - now

  Customer care manager, kahoot! brands (drops, actimo & motimate)

  Support the company’s customer care activities within the brands Drops, Actimo and Motimate.- Coordinate Customer Service Team- Review and Resolve Escalations- Coach and develop Team Members- Support Process Improvement- Onboard and assist in the training of new hires- Provide strategic direction for the team and contribute to overall customer care strategy together with the Director of Customer Care.- Ensure excellent cooperation with key stakeholders in the rest of the organization Show less