- Job title: CCC Team Leader
- Country: Portugal
- Length of service: 10 years
Over her ten years with Carglass®, Susana has worked for many different leaders but their opinions were always the same - she is the best. Always available to test new solutions and help with innovations, and always one of the top three customer contact centre agents.
A true people-driven soul, she is very caring with customers and has always been concerned with colleagues’ emotional well-being in the stressful environment of the customer contact centre.
She was promoted to team leader, which she took on with a very high sense of responsibility. Even on maternity leave she didn't rest until the IT team had installed computer access in her house just to make sure she could help the team whenever needed. She makes sure there is a perfect balance between the customers’ needs and the CCC staff’s reality, in terms of productivity and well-being.