Ana Dieguez's Email

Multilingual person (Spanish, English) with excellent communication and organizational skills. Law Degree and Master’s Degree in Education with a wide customer service experience. Motivated and enthusiastic individual with a positive attitude.

Quality and Training Specialist @ ding*(formerly ezetop), enables people living or working abroad to instantly top up mobile phones of friends and family back home and make low cost international calls. Reporting now to the Customer Operations Supervisor, my main goal is ensuring the quality of the services provided by the staff is in the highest standard. My new position includes: • Training the new starters for their first 3 weeks. • Training the new procedures being flexible for our 24-7 team. • Creating training documents and keep them always up to date. • Doing weekly quality checks which help the team to locate their weaknesses in order to improve. This also help me to make sure they understand the new processes and apply them. • Helping my Supervisor with the recruitment, being in charge of some interviews and giving my feedback which is valuable from a training point of view. From July 2014 to Present (1 year 4 months) ding.comCustomer Care Agent Level 2 @ Apart from my previous tasks, my new role brings me the opportunity to have more responsibilities, such as: • Being the next escalation point to le Level 1 agents. • Having access to confidential information from partners. • Helping with the training when there are new starters. • Requesting refunds for customers. • Answering Social Media tickets on Facebook and Google Play. From November 2013 to June 2014 (8 months) DublinPartner support / customer care executive @ • Dealing with partner’s and customer’s queries, complaints and requests of information from initial contact to resolution by telephone, live chat or email in an extremely busy environment. • Monitoring electronic data for suspicious activity and possible fraud cases and areas and resolving irregular transactions reported by end users. • Tracking detailed records of suspicious activity, analyzing trends and researching information security and fraud prevention techniques for improving company’s security posture. • Organizing and providing trainings to new team members. From March 2012 to November 2013 (1 year 9 months) Dublin

Master's degree in Education, Labour Law @ Universidad de A Coruna From 2010 to 2011 English applied to laws, Law @ Universidad de Vigo From 2003 to 2004 Law degree, Law @ Universidad de A Coruna From 1998 to 2005 Ana Dieguez is skilled in: Customer Satisfaction, Recruiting, At Multitasking, Customer Service, Microsoft Office, Experienced Trainer, Teaching, PowerPoint, Microsoft Excel, Microsoft Word, Quality Assurance, Research, Strategic Planning, Social Media, English, Higher Education