IRENE RAMOS ALDEA
Barcelona
Summary
Dynamic customer service professional with a proven track record in team leadership and performance management, consistently driving results through effective collaboration. Recognized for adaptability to changing needs while maintaining a strong focus on achieving objectives. Expertise in conflict resolution and team training fosters high levels of customer satisfaction and enhances overall team efficiency. Committed to creating an environment that empowers teams to excel and deliver exceptional service.
Overview
12
12
years of professional experience
Work History
Customer Service Team Leader → 2nd line and CR Team Manager
Lynk&Co
Barcelona
11.2022 - Current
- Create 2nd line & CR department; tailoring procedures and documenting them in Confluence.
- Maintain the schedules up to date (vacations, sick leaves, etc) using Calabrio.
- Lead and mentor a team of customer service agents, using SMART goals to ensure top-tier performance and engagement.
- Conduct 1:1 coaching, team meetings, and documentation to track performance and implement solutions.
- Excel-based report creation extracting data from Genesys Cloud and Dynamics.
- Collaborate with stakeholders, service owners, and communication teams to enhance processes and service quality.
- Partner with HR for recruitment and disciplinary actions, ensuring smooth team management.
- Identify trends and implement root cause analysis to resolve customer pain points.
- Oversee quality reviews of calls, emails, and cases, driving continuous improvement.
Customer Service Agent → Team Leader
Webhelp
Barcelona
05.2013 - 11.2022
- Led and coached customer service agents to achieve KPIs and customer satisfaction targets.
- Conducted CSat analysis, identifying service gaps and implementing improvement plans.
- Coordinated with HR, Training, and Quality Assurance for onboarding, training, and performance reviews.
- Designed and executed engagement strategies, incentive programs, and performance plans.
- Provided Tier 2 support for iOS, macOS, iPadOS, WatchOS, Android, and Google Play Store via phone, email, and chat.
Education
Master’s Degree - Audiovisual Translation (Dubbing & Subtitling)
Universitat Autònoma de Barcelona
01.2010
Degree - English Language & Literature
Universidad de Sevilla
01.2008
Skills
- Team management
- Customer service excellence
- Teamwork and collaboration
- Quality control
- Cross-functional collaboration
- Problem-solving abilities
LANGUAGES
Spanish – Native
English – C2 (Fluent)
Catalan – B2 (Intermediate)
Timeline
Customer Service Team Leader → 2nd line and CR Team Manager
Lynk&Co
11.2022 - Current
Customer Service Agent → Team Leader
Webhelp
05.2013 - 11.2022
Degree - English Language & Literature
Universidad de Sevilla
Master’s Degree - Audiovisual Translation (Dubbing & Subtitling)
Universitat Autònoma de Barcelona