Vanda Nena

I have been working with call centres for the past 20 years and enjoy the fast paced environment and love working with people. I manage Air France KLM call centres for Europe and with my teams we have achieved the highest efficiency and the best customer satisfaction within the business.

I am looking for an opportunity to move back home.

Contact Centre Operations Manager – Air France, London 

Key Achievements and Responsibilities: 

•  Ensured the efficiency of the European Call Centres, steering on 5 lines of business including Business to Consumer, Business to Trade, Business to Groups , Customer Care and Platinum Service Line 
• Reported directly to the General Manager with line management responsibilities of 12-14 Team Managers and 150 Customer Service Advisors
• Championed the direct line management of multi-lingual Team Managers across the UK and Holland, actively defining and implementing action plans to develop a continuous improvement culture.
• Held full responsibility for the coordination and implementation of projects relative to tools, processes optimisation and new activities.
• Spearheaded the recruitment, coaching, mentoring, development, and on-boarding of new Team Managers, partnering with HR on performance management, employee relations and staff wellbeing.  
• Successfully arranged and coordinated the collaboration with Planning and Traffic Controller, ensuring a solid short-and midterm workforce planning based on the agreed service levels.
• Provided insight to the Product Manager on the running operations with additional responsibility for identifying (potential) operational issues and come up with solutions and improvements.
• Managed the implementation of Air France KLM customer segmentation, ‘Premium’, to ensure differentiation of service concept per segment with a focus on effortless interactions, increase first contact resolution and raising customer satisfaction. 
• Oversaw customers across Air France, KLM, and Delta Airlines, always ensuring customer satisfaction was the focus for our teams.
• Delivered a people focused management style by working closely with teams on a day-to-day basis, identifying their strengths and weaknesses and working collaboratively together so they perform at their optimum
• Drove the teams to work collaboratively with each other, breaking the silos, taking decisions and are aware of what is expected from them, are more positive and more engaged, as a result the staff engagement rates have been the highest for the past years and our centres are leading in engagement.
• Promoted recognition throughout the centre, ensuring that individuals were recognised for their brilliant efforts across customers, internal and external.
• Vastly experienced in crisis management and leading teams to deliver excellent service during operational disturbances, whilst actively implementing an operationally Agile model for Refunds activity

CMI Level 5 Diploma in Management and Leadership 

Digital Leadership

Mary Gober International Building Management Success · (2017 - 2017) 

Air France Training Mental Health Awareness Training (Mind) · (2016 - 2016) 

Air France Training Page 6 of 7 Equality and Diversity Training · (2016 - 2016) 

CCMA-Call Center Management Association – Training provided by Martin Hill-Wilson 

Delivering effective Social Customer Service, Customer experience & corporate reputation · (2014 – 2014) 

KLM training Lean 6 Sigma · (2014 – 2014)