Noelia Rodríguez

Team size: ~25 agents Leading the BeNeLux operations team within SquareTrade’s customer service environment, with full ownership of performance, quality, and team development. Manage a multicultural team of ~25 agents across phone, email, and chat channels, coaching individuals to meet and exceed KPIs and SLAs.

Team size: ~20 agents | Direct reporting to client Managed the multilingual BackOffice team for PlayStation, overseeing escalations, fraud checks, case validation, and compliance with policies and procedures.Map the end-to-end customer journey, review key touchpoints, and design new processes from the ground up where none previously existed. Supported onboarding and development of new team members, ensuring accuracy, adherence to SLAs, and timely delivery of high-impact tasks with direct client reporting.

Co-led a large Spanish and Portuguese-speaking customer support team of ~70 agents for PlayStation, managing performance, workloads, scheduling, and adherence to SLAs. Drove team engagement and continuous improvement initiatives while collaborating with internal stakeholders to ensure seamless customer journeys across all support channels.

Provided multilingual technical support for PlayStation users, resolving complex issues related to hardware, software, accounts, and digital services.

Administration und Verwaltung von Dokumenten, sowie die Organisation von Veranstaltungen und Publikationen.

Ich beende meine Studien in der Geschichte an USC (Universität von Santiago de Compostela), aus persönlichen Gründen musste ich in dem Moment verlassen, ich habe vier Fach, um das Studium zu beenden.