Frania Bodán Campbell
Work & Experience
Function: Being responsible for assessing the quality of the performance of the call center, monitoring inbound and outbound call to assess customer service performance, implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer’s experience. Participate in design of call monitoring formats and quality standards and provide feedback to call center team leaders and advisors.
Function: Provide over the phone support in the Billing and Buying department to every customer that has an Apple product, by highly focusing on integrity and customer satisfaction to better service customers.
Function: Providing personalized assistance or by telephone support to all customers who needed information about rental cars, provide assistance in case of accidents and any other unexpected event that may occur during the rental; visits to hotels and restaurants to establish business partnerships and promote the brand of the company.
Function: Ensuring customer satisfaction through quality service in coordination with my work team. This position included to oversee the work of housekeeping staff and other guest service agents like concierges, bellman and security guard, it also concluded to deal with complaints and provide suggestions as well as help coordinating guest arrivals and departures.