Rocío M. Piñero Gat
Granollers,B
Summary
Dedicated Contact Center professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
17
17
years of professional experience
Work History
Journalist Intern
Universitat Autònoma De Barcelona
10.2006 - 02.2007
Contact Center Agent
CARGLASS S.L.
03.2007 - 04.2009
- Managing incoming calls (customer satisfaction and sales).
Contact Center Quality Auditor
CARGLASS S.L.
04.2009 - 12.2009
- Quality auditor of calls and training task.
Contact Center Team Leader
CARGLASS S.L.
01.2010 - 10.2011
- In charge of a inbound team (25 people).
Contact Center Oportunities Team Leader
CARGLASS S.L.
11.2011 - 12.2013
- In charge of the sales teams.
Contact Center Sales Trainer
CARGLASS S.L.
01.2014 - 01.2016
- Develop and train sales skills.
Contact Center Back Office Team Leader
CARGLASS S.L.
02.2016 - 05.2016
- In charge of sales, back office and international teams.
Contact Center Outbound Manager
CARGLASS S.L.
06.2016 - 09.2018
- In charge of the outbopund calls, commercial and backoffice teams.
Contact Center Inbound Manager
CARGLASS S.L.
10.2018 - 08.2019
In charge of the inbound teams (8 teams/150 people).
Contact Center Support Manager
CARGLASS S.L.
09.2019 - Current
- In charge of partnership, planning, training, technical assistance, budget, reporting hiring and quality controls. Genesys Cloud administrator.
Education
Bachelor of Journalism -
Universidad Autónoma De Barcelona (UAB)
Cerdanyola Del Vallès, Spain01.2006
Skills
- Training and mentoring
- Client Retention
- Administration and Reporting
- Calm Under Pressure
- Multitasking Abilities
- Project Management
- Support Services
- Negotiation and Conflict Resolution
- Quality Assurance
- Team Development
- Technical support expertise
Programs And Systems
Windows, Office, Alcatel telephony, Inconcert CTI, Alisys CTI, Genesys cloud.
Languages
Español
Catalán
Inglés
Francés
Flexibility
Flexible schedule and availability to move.
Additional Trainings
- Telephone Attention, Consulting C3, 2010-04-01, 2010-04-01, 8h
- Interpersonal communication, Carme Tena, 2010-05-01, 2010-05-01, 16h
- Time management, Carme Tena, 2010-05-01, 2010-05-01, 16h
- Excel, 2010-10-01, 2010-11-01, 40h
- Communication and public presentations, Xavier Santigosa, 2011-10-01, 2011-10-01, 12h
- Telesales, Consulting C3, 2012-10-01, 2012-10-01, 4h
- Coaching and feedback in Call Center, Joan Carles Vilà, Human_software, 2013-05-01, 2013-06-01, 20h
- Quality supervision, Call Center Consulting, 2014-12-01, 2014-12-01, 8h
- Persuasion and influence, Manpowergroup, 2015-01-01, 2015-01-01, 12h
- English: "Intermediate Market Leader" B.1., Advantage, 2015-02-01, 2015-11-01, 70h
- Emotion management "Being Happy", Right Management, 2015-09-01, 2015-09-01, 8h
- Coaching and feedback in Call Center II", Joan Carles Vilà, Human_software, 2015-10-01, 2015-12-01, 16h
- Public presentations, Manpowergroup, 2016-09-01, 2016-09-01, 16h
- English: "Intermediate Market Leader" B.1., Advantage, 2016-02-01, 2016-06-01, 70h
- English: “Professional English Executive Combination Plus”, LSI Porstmouth, 2017-05-01, 2017-06-01, 2 weeks
- Empowerment for team development, Joan Carles Vilà, Human_software, 2017-06-01, 2017-06-01, 24h
- English: Fast track en NELC (Barcelona), 2018-04-01, 2018-06-01, 90h
- English: "Advance”, Advantage, 2018-02-01, 2018-12-01, 90h
- English: "Advance”, Advantage, 2019-02-01, 2019-12-01, 90h
- Leadership styles and organizational climate, Human resources of Carglass, 2019-10-01, 2019-10-01, 8h
- English: "Advance”, Advantage, 2020-02-01, 2020-12-01, 90h
- English: "Advance”, Advantage, 2021-02-01, 2021-12-01, 90h
- Communication, negotiation and influence, Confederación Española de Comercio, 2021-03-01, 2021-03-01, 50h
- Leadership fundamentals, Pathfinder, 2021-04-01, 2021-04-01, 9h
- Remote leadership, Pathfinder, 2021-05-01, 2021-05-01, 6h
- English: "Advance”, Advantage, 2022-02-01, 2022-12-01, 90h
- English: "Advance”, Be fluent, 2023-02-01, 2023-12-01, 80h
- Transversal influencer, Pathfinder, 2021-04-01, 2021-04-01, 8h
Personal Information
- Date of Birth: 08/15/84
- Driving License and own vehicle.
Timeline
Contact Center Support Manager
CARGLASS S.L.
09.2019 - Current
Contact Center Inbound Manager
CARGLASS S.L.
10.2018 - 08.2019
Contact Center Outbound Manager
CARGLASS S.L.
06.2016 - 09.2018
Contact Center Back Office Team Leader
CARGLASS S.L.
02.2016 - 05.2016
Contact Center Sales Trainer
CARGLASS S.L.
01.2014 - 01.2016
Contact Center Oportunities Team Leader
CARGLASS S.L.
11.2011 - 12.2013
Contact Center Team Leader
CARGLASS S.L.
01.2010 - 10.2011
Contact Center Quality Auditor
CARGLASS S.L.
04.2009 - 12.2009
Contact Center Agent
CARGLASS S.L.
03.2007 - 04.2009
Journalist Intern
Universitat Autònoma De Barcelona
10.2006 - 02.2007
Bachelor of Journalism -
Universidad Autónoma De Barcelona (UAB)
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