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Diana Damyanova

Diana Damyanova

Customer Service Agent Booking.com

Followers of Diana Damyanova481 followers
location of Diana DamyanovaCorsico, Lombardy, Italy

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  • Timeline

  • About me

    Team Leader Customer Operations

  • Education

    • Università degli Studi di Milano

      2014 - 2017
      Laurea triennale in Scienze Umanistiche Mediazione Linguistica e Culturale

  • Experience

    • Arvato Italia

      Feb 2018 - Feb 2019
      Customer Service Agent Booking.com

      Managed customer interactions, coordinated the reservation process, and resolved complaints.Handled refunds and addressed customer inquiries to ensure satisfaction.

    • Majorel

      Mar 2019 - Oct 2019
      Team Leader Booking.com

      Coordinated a team of 25+ agents, providing feedback and insights to improve agent performance.Analyzed KPI trends to help the team achieve quality and productivity goals.

    • Assist Digital

      Oct 2019 - Nov 2021
      CRM Team Leader Sky Business - Nexi Yap

      Managed a team of 50+ agents, driving productivity and performance monitoring.Developed and implemented onboarding programs and regular workshops for clients.Focused on continuous performance improvement, setting clear goals for agents to meet.

    • Just Eat Takeaway.com

      Oct 2021 - now
      CS Team Manager

      Lead and coach teams to ensure optimal productivity and quality.Use data-driven analysis to monitor KPIs, optimize non-live activities, and streamline dashboards. Proactively manage workloads via real-time queue monitoring.Collaborate on cross-functional projects and contribute to operational meetings to prioritize tasks.

  • Licenses & Certifications