Developing and following up on plans to improve local and external KPIS. Teaching English as a foreign language.

Training and management of floor agents attending calls regarding both sales and non-sales LOBs. Main point of contact with US & Europe direct clients.

Systematization of processes in excel.

Real-time problem solving for teams of 15 to 25 agents. Creation of new strategies and new audiovisual material to improve performance.

Provided assistance through all channels: voice, chats, tickets & emails.

Direct communication with customers in different LOBs: sales, technical support & general customer service.