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Tania Martins

Angestellt, Complaints and Escalations Team Manager, Sitel Group
Berlin, Deutschland

Fähigkeiten und Kenntnisse

Problem Solving
Multitasking
Teamwork/Management
Leadership
Communication
Microsoft Office
LiveChat Software
Back Office Software
Zendesk
Freshdesk
Multilingualism
International experience
Music
Creative writing
creative
Remote Support
Management
Strategic planning
Implementation
Operations Management
Salesforce
Customer service
Emotional Intelligence
problem solving skills
Business Strategies
Remote work
International Relations
Translation
Creative Writing
Marketing strategy
Jira
Training and Development Management
Creative skills
Team Management
Leadership skills
Leadership development
interpersonal relationship skills
Portuguese Language
English Language
French Language
Customer Escalation Management
Escalation Resolution
Complaint Management
Complaint Investigations
Process Improvement
Modern Languages
Multi-Cultural Team Leadership
LiveChat

Werdegang

Berufserfahrung von Tania Martins

  • Bis heute 3 Jahre und 7 Monate, seit Jan. 2022

    Complaints and Escalations Team Manager

    Sitel Group

    - Management of a team of 24+ Back Office specialists: daily operations, upskilling of knowledge, empowerment of the team to promote responsibility ownership and sustainable individual and business development. -Data analysis and development of action plans to react to changes and optimise operations. - B2B: close relationship with the business partner. - Support in process implementation and development.

  • 4 Jahre, Jan. 2018 - Dez. 2021

    Back Office Specialist

    Sitel

    - Manage escalated customer service issues and Complaints. - B2B communication. - Support in process implementation and development. - Database. - Training and Knowledge base content creation. - Mentorship.

  • 2014 - 2017

    Customer Service Team Lead

    Gamingtec

    - Manage escalated customer service issues. -Translation (English/Portuguese/French). - CS team management/mentorship. - VIP relationship (retention). - Identify and implement strategies to improve quality of service, productivity and profitability.

  • 2004 - 2014

    Student jobs - getting my hands 'dirty'

    Various

    - Builder’s Assistant (age 13 - 16). - Support Carer (age 17 - 18). - Waitress/Barista (age 16 - 18). - Cleaning Operative (age 18). - Waitress at Byron Hamburgers London (age 23).

  • 2013 - 2013

    Intern

    University of Trás-os-Montes e Alto Douro

    - Project development; - Research and Data Analysis; - B2B Communication; - Translation (Portuguese/French/English).

  • 2010 - 2013

    Intern

    Banque Privée Edmond de Rothschild Europe

    - Assistant to the General Services Department. *Summer internship (1-2 months each year).

Ausbildung von Tania Martins

  • 2 Jahre und 11 Monate, Sep. 2010 - Juli 2013

    Languages and Business Relations

    University of Trás-os-Montes & Alto Douro

    Relevant Modules: # Foreign Languages (English, French) # Pragmatics # Oral and Written Expression Techniques # Translation Techniques # European Economics and International Business # Management # Marketing and PR # Labour/Corporate Law Etc.

Sprachen

  • Portugiesisch

    Muttersprache

  • Englisch

    Fließend

  • Französisch

    Fließend

  • Spanisch

    Grundlagen

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