Daniela Santos Trino
Team Manager
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Sobre mí
“I approach change in a positive and voluntary way and my professional experience has allowed me to develop a great sense of communication and teamwork.”
Experiencia
Webhelp, project FESTO, Barcelone, 2022 – today
Supervisor of 21 phone agents in an customer service (start as an agent).
Supervisor
-Teamwork, organization of schedules and recruitment.
-Supervision of punctuality and performance of the agents.
-Ensure the application of processes.
-Follow-up and analyze of reports.
-Ensures the needs and well-being of the agents.
-Conflict prevention and management.
Customer service (phone agent)
-Taking incoming calls and managing customer and internal emails.
-Analysis and identification of requests.
-Creation, modification and cancellation of quotes and orders.
-First level of technical assistance.
-Follow-up of requests.
CSIERESO – Social Centre for Companies; in France, 2019 – 2021
Social worker
-Realization of physical and phone interviews.
-Management and follow-up of cases.
-Administrative management of files and administrative follow-up.
-Internal communications (meeting, reporting, internal emails, etc.) and external communications.
-Creation and maintenance of a network.
-Update of professional and regulatory documentation.
APAV –Association for Victim Support, Porto, Portugal, 2017-2018
Social worker (6 months internship)
-Reception of emails, incoming calls, letters and physical reception of people.
-Conducting interviews and assessments of the person's situation.
-General information and personalized orientation according to identified needs.
-Training and experience on the theme of domestic and intra-family violence.
Educación
University Jean Jaurès, Toulouse – France
Bachelor's degree in Psychology | 2010 – 2013
-Knowledge and and skills in clinical psychology and psychopathology, social psychology and social psychology of work and organizations.
-Research methodology.
Regional Institute of Health and Social Training of the Red
Cross, Toulouse- France
State diploma of social work | 2016 – 2019
- Knowledge of humanities and social sciences, law (labour, social security, family, etc.), economics and social policy.
-Learning professional methods and techniques in social work and multidisciplinary analysis of individual, collective and territorial situations.
