Carolina Quesada

Experience

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  Encyclopaedia Britannica, Inc.

  Mar 2000 - Jan 2005

  Telemarketer / Customer Care Agent

  * Telesales / Contacting prospective clients and customers on the phone * Objectives included a mixture of sales and general account management, up-selling new or existing client * Team target met consistently for 5 years

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  English for Biz SL

  Jan 2005 - Jan 2007

  Marketing Manager

  * Provided account management and optimizations to increase performances * Targeted new markets and raised the number of students/classes for the company's teachers * Office administration duties - typing / filing / copying * Basic accounting duties * Meeting prospective clients * Liaison with Personal Assistant to the Managing Director

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  BT Ireland

  Mar 2007 - Jan 2008

  Complaints Officer / Customer Care Agent

  * Taking inbound calls from BT customers * Resolving technical faults over the telephone or via email * Escalating faults when necessary to IT department * Working on targets, assuring efficiency and quick problem solving

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  Diageo

  Jan 2009 - Jan 2010

  Front of House Staff / Bilingual Tour Guide

  * First point of contact with visitors / Meeting and greeting all customers * Bilingual Tour Guide through the building * Assuring an excellent customer experience

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  Seabourn Cruise Line

  Oct 2010 - Jan 2012

  Receptionist

  * Onboard the "Seabourn Pride'' Vessel , I completed 3 full contracts (based on a 4 month work - 2 month vacation system) travelling through Asia, Middle East and Europe * Responsible for maintaining and delivering a high level of Guest relations * Dealt with all queries / Reception duties / Meeting and greeting all guests

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  The Orange Corner

  Jan 2012 - Oct 2012

  Head Waitress

  - Greeting and seat planning for all customers - Taking orders- Preparing drinks - Cash handling

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  The Orange Corner

  Jan 2013 - Oct 2013

  Head Waitress

  - Taking orders- Preparing drinks- Cash handling

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  Google

  Mar 2014 - Jan 2017

  Mentor Lead / Local Data Quality Evaluator

  This is part of a project within Google Maps on the Argentinian, Mexican and Spanish markets. It includes:* Operator: Evaluating the accuracy of data, comparing between multiple sources of information, exceeding productivity and quality targets * Point of contact for policy and workflow questions* Quality Controller: Promoted as a second reviewer for the Argentinian Market after 8 weeks in the company. Responsible for performing the data evaluation of team members. Assigning quality scores and requesting amendment of data if necessary* Mentor of up to 60 people: Supporting, motivating, helping operators ramping up on new policies and procedures* Responsible for coaching new hires and under-performers (shadowing sessions, call coaching, training on best practices and workarounds)* Liaising with the team leader to identify needs across the team* Mentor's Team Lead: Scheduling the Mentor's time slots on the weekly roaster, conducting a Call Quality Program once per month and sending feedback emails to a team of 70 operators. Raising relevant cases to Policy Team and communicating issue outcome to the operators for alignment* Meta-Quality Controller: Analysing and evaluating quality controllers' work (up to 15 people).* Disputer/Arbiter: Solving disputes on edge cases between operators and quality controllers in accordance to Google maps policies and workflows Voir moins

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  Consort Group

  Jan 2018 - Jan 2018

  Helpdesk Support

  On site Continental Campus Toulouse- Serving as the first point of contact for French, Spanish and English users seeking technical assistance over the phone or email- Performing remote troubleshooting through diagnostic techniques and pertinent questions- Determining the best solution based on the issue and details provided by users- Walk the user through the problem-solving process- Direct unresolved issues to the next level of support personnel- Provide accurate information on IT products or services- Record events and problems and their resolution in logs- Follow-up and update issue status and information- Pass on any feedback or suggestions by users to the appropriate internal team- Identify and suggest possible improvements on procedures Voir moins

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  PESCANOVA FRANCE

  Mar 2020 - now

  Sales Administrative Assistant