Louise Bellocci
Barcelona
Summary
Enthusiastic and results-driven Multi-Lingual Interpreter with a strong background in Quality Management, Training, and Customer Service. Proven success in enhancing quality performance metrics, streamlining processes, and fostering a culture of innovation. Experienced in understanding and addressing customer needs while ensuring seamless communication and problem-solving. Eager to contribute to a team dedicated to improving customer satisfaction and driving product quality.
Overview
8
8
years of professional experience
Work History
Escalation Agent
Rover.com
Barcelona
09.2024 - Current
- Managed high-stakes cases, resolving escalated issues involving safety, compliance, and emergencies to uphold platform standards and trust.
- Investigate complex cases, including veterinary claims, safety violations, and policy breaches, identifying root causes, and suggesting process improvements to prevent recurrence.
- Analyze risks and provide recommendations for workflow enhancements and policy updates to improve operational efficiency and customer satisfaction.
- Collaborate cross-functionally to resolve sensitive issues while maintaining brand integrity and user safety.
- Collaborate on the redesign of Trust & Safety training programs to improve team preparedness and effectiveness.
Quality Performance and Training Manager
Majorel Spain
Barcelona
03.2023 - Current
- Company Overview: Operates as an end-to-end customer experience provider
- The Company designs, builds, and delivers customer experience
- Trained and developed a team of 498 agents and 5 supervisors, resulting in an improvement in quality performance metrics, leading to enhanced customer experience
- Revamped quality assessment procedures, leading to a 12% increase in EMEA performance on Q1 and Q2 of 2023, amplifying overall product quality and customer satisfaction
- Elevated performance metrics by 30% by implementing a comprehensive training curriculum, resulting in increased employee competence and streamlined processes
- Implemented a quality action dashboard resulting in a 15% increase in efficiency and productivity across Operations and Quality departments
- This led to a more consistent performance and a culture of innovation
- Operates as an end-to-end customer experience provider
- The Company designs, builds, and delivers customer experience
Quality and Training Supervisor
Majorel Spain
Barcelona
06.2022 - 03.2023
- Company Overview: Operates as an end-to-end customer experience provider
- The Company designs, builds, and delivers customer experience
- Implemented and optimized a new structure and methodology to achieve stable quality support allowing a dynamic and proactive management approach improving accuracy results by 12%
- Designed and launched a new onboarding methodology involving training and Ops department reducing new agent impact by 85%
- Oversaw a team of 8 overheads increasing the efficiency of actions implemented
- Successfully created actions received visibility across site level and have been implemented as a best practice
- Formed strong and reliable relationships with the client through clear communication and constant achievement of set objectives
- Operates as an end-to-end customer experience provider
- The Company designs, builds, and delivers customer experience
Quality Analyst and Trainer
Majorel Spain
Barcelona
05.2021 - 06.2022
- Company Overview: Operates as an end-to-end customer experience provider
- The Company designs, builds, and delivers customer experience
- Developed and implemented comprehensive training programs to enhance the skills and knowledge of 25 content moderation agents
- Conducted regular quality assessments and performance evaluations to ensure adherence to company standards and guidelines
- Analyzed agent performance metrics and provided actionable feedback to improve efficiency and accuracy in content moderation
- Conducted regular team meetings to discuss performance metrics, share best practices, and address any concerns or challenges
- Created and maintained detailed reports on agent performance, training effectiveness, and quality assurance outcomes
- Participated in the recruitment and onboarding process of new agents, ensuring a smooth transition and integration into the team
- Collaborated with cross-functional teams to improve content moderation processes and implement new tools and technologies
- Operates as an end-to-end customer experience provider
- The Company designs, builds, and delivers customer experience
Cabin Crew
Etihad
Abu Dhabi
10.2016 - 03.2020
- Company Overview: Aviation company that provides air passenger transportation and cargo services
- Demonstrated exceptional customer service skills, addressing and resolving guest inquiries and concerns with professionalism and empathy
- Received high number of commendations from passengers for exceptional customer service, leading to increased customer satisfaction and repeat business
- Fostered a positive and collaborative team environment, supporting colleagues to deliver exceptional service
- Promoted and explained loyalty program benefits to passengers, encouraging enrollment and participation
- Maintained a 98% on-time performance by efficiently managing cabin duties, resulting in improved customer satisfaction and loyalty
- Aviation company that provides air passenger transportation and cargo services
Education
High School Diploma -
Lycée Français De Barcelone
06-2009
Skills
- Leadership
- Communication
- Customer service
- Problem solving
- CRM
- Data analysis
- Microsoft 365
- Google Suite
- TCS
- Power BI
- Campus Rise
- TCS LMS
- DataPower
- Guardian
- Canva
- ChatGPT
- OKTA
Languages
- Spanish - Native
- French - Native
- Italian - Fluent
- Catalan - Intermediate
Timeline
Escalation Agent
Rover.com
09.2024 - Current
Quality Performance and Training Manager
Majorel Spain
03.2023 - Current
Quality and Training Supervisor
Majorel Spain
06.2022 - 03.2023
Quality Analyst and Trainer
Majorel Spain
05.2021 - 06.2022
Cabin Crew
Etihad
10.2016 - 03.2020
High School Diploma -
Lycée Français De Barcelone
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