Gen™

Manager Global Quality Assurance

Associate Manager Quality Assurance Customer Service&Inside Sales

NortonLifeLock

Associate Manager Quality Assurance, Customer Service & Inside Sales

Customer Service Team Manager

Avira

-Constantly review performance against schedules, follow-up and take action when goals are not met to ensure better results in the future and ensure delivery in line with plans;
-Identify problems/issues proactively and take preventive steps;
-Identify risks, explore all possible options and come up with innovative solutions;
-Build credibility through self-example, hands on approach and a drive for consistent high performance;
-Advocate change with clear lines of open communications with the team;
-Identify any skill gaps within the team in conformance with the change and plans for nominating team for learning and development programs 
-Ensure clear communication of decision and its rationale;
-Structure communication, present data on complex issues concisely so that the key points can be easily understood by the intended receiver;
Tasks examples:
-scheduling and forecasting
-create SMART objectives based on targets, follow-up and create Action plans when goals are not met
-offer feedback positive and constructive in a positive and motivational way
-manage people by example by mentoring them, but also give directives and take decisions when needed
-offer solutions and come up with a prevention plan
-have a great communication with the team, offer transparency and support when change happens
-apply different kind of measurement of the team knowledge gaps and organize training sessions, side by side's and any other actions based on the results
-Understand and always have in mind the customer's experience and evaluating correctly all feedback (Intensive Care, QSA)
-keep a good relation and communication with other departments, other managers and find ways of collaboration to improve the customer's experience
-use the transaction monitoring process for measuring quality from the customer's perspective and also performance from the business perspective
-Apply all COPC techniques for a high quality and high performance work environment based on the COPC benchmarks

Team Manager

-offer support for Avira customers in Spanish and English by phone, email and Social Media
-customer oriented and capability to adapt to the customer request
-deliver a specific and complete solution to any customer queries
-represent Avira as a brand in the customer interaction
-proactivity and proven capability to receive extra tasks and deliver the expected result
-constantly seeking new opportunities of learning and development as an individual but also to be part of the team development and success
-enthusiasm for passing on Technical knowledge with my colleagues ( "Sharing is caring")
-Leadership skills training in February 2015
-Started dividing between the CSR normal job with the Team Manager responsibilities between November 2014 and August 2015 when full Team Manger responsibilities took over

Customer Service Specialist

Competence Call Center

Asistente de atencion al socio

Strongly believing that people who feel good about themselves produce good results.

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