Marta Miralles
Madrid
Summary
Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality.
Overview
25
25
years of professional experience
Work History
Team Leader - Customer Support Specialist
Servisegur - Grupo Atlántigo
Madrid
12.2022 - Current
- Multi-channel travel assistance for policy members, in Spanish. English and Italian (telephone, whatsapp, app, email)
- Monitoring high cost and complex claims.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Training for new members of the team.
- Monitored daily workflow. Assigned projects and distributed daily tasks to team members as per area of expertise.
- Collaborated with other departments to ensure alignment of goals across teams.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Offered training and support to keep team members motivated and working toward objectives.
Team Leader
Euro Center
Madrid
04.2013 - 06.2022
- Planning, Coordination and daily supervision of a Customer Service team team of 20-25, providing a quality service at all times and comply with the KPIs setting by the Company.
- Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
Management and supervision of high cost and complex claims. - Auditing files and phone calls to ensure the quality of the service, giving feedback to the team, and establishing improvement plans if necessary.
- Monthly evaluation of the productivity of each of the team members
- Detection of training needs and support to the Training Department.
- Data analysis and sending reports through PowerBI.
- From 2017 until the closure of the Madrid office, I was part of the international Super Users team, dedicated to the unification of internal protocols and processes improvement of the 10 offices that the company had around the world
- From January to June 2022, I carried out training, coaching and call auditing tasks for the team in Prague (Czech Republic) where the business was moved due to the closure of the Madrid office, traveling to that office for 2 weeks/month.
Travel Agent
Jet Master Viajes
Madrid
06.2013 - 04.2014
- Provided travel information to customers and answered questions regarding passports, visas, transportation, accommodation, and tour packages.
- Organized flights, insurance, and accommodations for travelers according to their preferences.
- Prepared customized itineraries based on customer needs and preferences.
- Processed payments from clients via cash or credit cards.
- Handled customer complaints in a professional manner to ensure satisfaction with the service provided.
- Developed relationships with suppliers including airlines, hotels, cruise lines, tour operators to secure the best service and fares for customers.
- Handled travel arrangements for groups, couples, executives, and special needs clients.
- Arrange meetings and events for groups up to 200 people.
Event Coordinator
Self-Employed
Madrid
03.2009 - 12.2012
- Organization of corporate events: meetings, training courses, product presentations, gala dinners, team-building activities, etc., for groups of 30 to 500 people, complying the objectives of the Customer.
- Prospection visits and contracting of suppliers: Hotels, audiovisual services, transportation, restaurants, decoration, etc.
- Provided on-site support during the day of the event including problem solving if necessary
Commercial functions of attracting new clients and attending trade fairs. - Billing and payment processing.
- Wedding Planning.
Meeting and Events Planner
Viajes Marsans, Panavision Tours, SI Travel Euroincoming, Iberitalia Viatges
Madrid
06.1999 - 01.2009
- For 10 years, I worked in different companies, organizing corporate events and Congresses attendance, for national and international customers, in Spain and abroad.
- I manage groups from 30 to 1.500 people.
Education
Customer Care, Efficient Management of Complaints And Claims -
Instituto De Turismo De España
Online01-2012
Protocol techniques applied to the organization of Congresses and Banquets -
Escuela Oficial De Protocolo
Madrid01-2010
Protocol Techniques And Organization of Events -
Escuela Oficial De Protocolo
01-2009
Accommodation Specialist Technician -
Hotel- Escuela De La Comunidad De Madrid
01-1996
Skills
- Client Support
- Leadership
- Team Supervision
- Complaint resolution
- Call Center Operations
- Performance Evaluations
- Problem-Solving
- Key Performance Indicators
- Service Level Agreements
- Staff Training Onboarding and Orientation
- Attention to Detail
LANGUAGES
Spanish
First Language
English
Advanced (C1)
C1
Italian
Upper Intermediate (B2)
B2
Timeline
Team Leader - Customer Support Specialist
Servisegur - Grupo Atlántigo
12.2022 - Current
Travel Agent
Jet Master Viajes
06.2013 - 04.2014
Team Leader
Euro Center
04.2013 - 06.2022
Event Coordinator
Self-Employed
03.2009 - 12.2012
Meeting and Events Planner
Viajes Marsans, Panavision Tours, SI Travel Euroincoming, Iberitalia Viatges
06.1999 - 01.2009
Customer Care, Efficient Management of Complaints And Claims -
Instituto De Turismo De España
Protocol techniques applied to the organization of Congresses and Banquets -
Escuela Oficial De Protocolo
Protocol Techniques And Organization of Events -
Escuela Oficial De Protocolo
Accommodation Specialist Technician -
Hotel- Escuela De La Comunidad De Madrid
Similar Profiles
Lance WinterLance Winter
Travelling SEA at -Travelling SEA at -
Paula Andra MateiPaula Andra Matei
Maternity leave at -Maternity leave at -
Collin GravesCollin Graves
CEO/Owner Construction Business at -CEO/Owner Construction Business at -