Antonio Alcaide work email
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Antonio Alcaide personal email
Operations ProfessionalHighly skilled Bussines professional with over 25 years of experience in developing and coaching staff to achieve their fullest potential, setting and implementing departmental goals and objectives, and managing change effectively. Proven expertise in startup operations, budgeting and forecasting, bussines development, sales, customer success, call center management, strategy, hiring, training, and leading teams to exceed KPIs.Key Areas of Expertise:Customer SuccessSalesBusiness DevelopmentCustomer Relationship Management (CRM)Business Process Outsourcing (BPO)Contact Center ManagementCustomer ExperienceProfessional Highlights:Demonstrated operational excellence and innovative solutions across various industries including Telecommunications, Media, Insurance, Broadcast Media Production and Distribution,Entertainment (Pay TV), Public Sector, Healthcare, Supply Chain, Retail,Real Estate, Transport sector and Telematics (SaaS)Managing Customer Success global operations in Spain and offshore (Latam), ensuring superior customer service performance, profitability , ROI and cost management.Managed multiple business lines and clients (P&L) with significant contributions to overall business success: B2B and B2CDefined strategic business unit plans to align with and contribute to the global company strategy.Executed strategic directions set by clients and executive staff to achieve organizational objectives.Maintained operational efficiency and effectiveness, including direct client interactions, customer satisfaction, and employee development.Developed new policies to boost customer purchases and profitability.Implemented performance management processes, customer service, telesales, retention, proactive complaint management, technical support, information services, value-added services, and back-office operations.Ensured resolution of customer complaints, enhancing service quality.
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CeoTransferencia24Alicante, Es
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Associated Director SalesVerizon Connect Nov 2019 - PresentMurcia Y Alrededores, EspañaLed a Business Development Representatives and Sales Partners team to drive sales and acquisition of new business. (B2B). Proactive outbound prospecting, qualifying and opportunity discovery. Recruited talent to develop and retain, onboard new team members. Trained, coached and managed all team members on performance.Allocated performance objectives to align with team productivity. Met regularly with the sales team to provide feedback and direction for daily sales activities. Worked closely with Sales Associate Director to develop and launch strategic sales and marketing initiatives. Worked cross-functionally to deliver operational excellence for our customers. Planned, and executed strategies for achieving monthly sales goals.Developed a pipeline of prospective customers. Leveraged internal resources through effective communication and relationship development. Followed up proposals and negotiated contracts with prospects and customers. Presented product capabilities through demonstrations. Gathered business intelligence to maintain data integrity within CRM( Salesforce, Salesloft, BI Tableau)Created a team environment which motivates all sales teams to do their best. Report to the CEO in Spain and Sales Director EMEA in the UK. -
Managing DirectorEsdens Centro Dental Sl Mar 2024 - PresentAlicante, Valencian Community, SpainDevelop a detailed strategic plan and grow the business for short and long term revenue growth Ensure targets are achieved. Offer strategic advice and guidance to the company's board of directors and ownerDevelop, maintain and implement formal clinic policies and proceduresBuild and lead a high-performing team, providing guidance and support to ensure successEvaluate to insure performance goals related to production, clinical quality and regulatory are metResponsible for providing outstanding customer service by leading and motivating the team.Developing and implementing customer experience strategies to identify improvement opportunitiesEnsuring consistent and positive customer interactions across all touchpoints. Collaborating with cross-functional teams to enhance customer satisfaction. -
ProfessorEsic Business & Marketing School Jan 2009 - PresentMadridDevelop and deliver engaging courses using a practical, applied approach, aligned with program goals and student needs.Provide student-centered support, including ongoing feedback and guidance and and enhancement initiatives to meet the evolving needs of the business landscape;Contribute to program development and improvement through curriculum design and review and and participation in relevant conferences or seminars. -
Customer Experience TrainerCorus Ortholab Nov 2021 - PresentAlicante, Valencian Community, SpainDeveloping and implementing customer experience strategies and initiativesTrainig in Customer Experience for customers and management teamAnalyzing customer feedback and data to identify improvement opportunitiesEnsuring consistent and positive customer interactions across all touchpointsCollaborating with cross-functional teams to enhance customer satisfactionMonitoring customer metrics and reporting on CX performance -
Contact Center DirectorAndamur Dec 2018 - Nov 2019Murcia Y Alrededores, EspañaProvided integrated service for drivers and fleets of trucks on their trips across Europe. Start up a new telesales contact centre (B2B) Recruiting, training, and developing Sales Reps. Met with the CCO and CEO to discuss the implementation of Telesales strategies (inbound and outbound). Monitored performance, productivity, and daily activity. Set weekly and monthly sales targets. Developed sales campaigns, contests and incentives that raised the sales team’s morale and performance. Inbound calls: information, resolution of questions, inquiries. Handled escalated customer complaints. -
Customer Success DirectorSolvia Inmobiliaria Jan 2016 - Dec 2018Alicante, Valencian Community, SpainOptimize Customer Engagement Processes: Create and refine processes that promote effective customer engagement and satisfaction. Maintain High Levels of Customer Satisfaction and RetentionLead the development and execution of real estate investment strategies on the Spanish marketOversee investment portfolios ensuring optimal performance, asset allocation, and portfolio diversification.Leading, building and maintaining effective teams. Managing Customer Service agents and team leadersCross-Functional Collaboration: Work closely with marketing, product, and technology teams to ensure that all customer touchpoints -
Business Unit DirectorArvato Crm Solutions Iberia & Latam Feb 2014 - Jan 2016SevillaManaging will oversee the day-to-day operations of the unit, including recruiting and managing staff, budgeting, planning and directing activities, and ensuring that customer service standards are met.Plan, direct and coordinate the operations of a business unit.Develop strategies and plans to meet organizational goalsEstablish and implement policies and proceduresMonitor performance of unit and staffAnalyze and interpret data to inform decision makingDevelop budgets and financial plans( P&L)Led,development and management the operations team (5 operations managers, Training, Quality, and Team Leaders),globally team 600 employees (Customer representatives) -
Global Customer Success Director Spain & LatamCatsa (Centro De Asistencia Telefónica S.A.) 2010 - 2014Spain Perú And ColombiaCustomer relationship management of CANAL +(the leading digital entertainment platform in Spain, with more than 1,800,000 subscribers). Global call centre operations management in Spain: three contact centres(Madrid, Malaga, and Granada) and customer services offshored in Latin America (Peru and Colombia).Responsible for leading a Customer Service team: call centre managers, customer services managers, sales,managers, and supervisors. Team included up to 7 direct reports. The current workforce of 1.600 agents in Spain and 600 in Latam. -
Customer Service DirectorCatsa (Centro De Asistencia Telefónica S.A.) 2006 - 2010GranadaManaging inbound and outbound call center in GranadaLeading a multidiscipline team composed by Operations Manager, Sales Manager, and HR professionals.Reporting to the General Manager and member of the Executive Committee responsible for all decisions involving the business plan, customer service, sales, quality control procedures, training, IT, staffing and HR Operations.
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Learning & Development ManagerOrange Jan 1998 - Jul 2006MadridDefining and deploying training strategy to effectively accomplish the business plan.Deploying training meetings: new products, services, behavior, and interaction. Focused on management skills.Leading virtual training campus for the distribution channel. Support tools: online courses, briefcase, work tools, download area with videos, documentation, and manuals in the virtual campus. Defining and developing distribution channel: 4.000 point of sales with different typologies and segments.Increase business lines: defining and deploying a retention and loyalty compensation plan for a new top core.Distribution channel. Transforming projects to improve the processes and tools for the distribution channel.Distribution rebranding project. Member of the rebranding team in Spain to integrate two different distribution channels -
Professor MasterCesma Business School (Madrid) Jan 2003 - Jan 2006Madrid, Community Of Madrid, SpainDeliver high-quality instruction in undergraduate business programs, MBA, and Masters level courses.Developing and updating course materials to ensure relevance and effectiveness; providing mentorship and guidance to students, fostering their academic and professional growthEngaging in curriculum development and enhancement initiatives to meet the evolving needs of the business landscape; and contributing to the academic community through research, publications.Participation in relevant conferences or seminars. -
Human Resources ManagerNefitel(Grupo Nefinsa) 1997 - 1998MadridGeneralist human resources management: recruitment, training and development, legal advice, labor relations and HR administration
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Associate LawyerHerus Estudio Legal(Law Firm) 1995 - 1997MadridCommunicating with the clients to understand their case requirements Conducting in-depth research to determine the modus operandi Assisting in drafting legal reports, contracts, and appeals Preparing and representing clients at court Researching and maintaining the confidentiality of any sensitive information Assisting the Senior Attorney on various cases and legal proceedings Gathering and preparing arbitration papers and other legal documents Negotiating legal contract terms on behalf of clients Presenting arguments and counter arguments in court Building and maintaining long lasting building relationships with clients Maintaining a report of ongoing cases and updating clients on case progress Providing clients consultation on the consequences of legal proceedings Keeping up-to-date with any changes in the legislation
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Assistant LawyerMatas González Abogados 1993 - 1995Provide administrative support to lawyer and enhance office effectivenessHandle communication with clientsConduct investigations and statistical/documentary researchLocate and develop case relevant informationType up and file basic legal documents and correspondenceAnswer and direct phone callsMaintain contact lists
Antonio Alcaide Education Details
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Master Of Laws.Madrid. -
Master Human Resources Executive.Madrid
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Derecho -
Innovation And Creativity -
Business Administration And Management, General
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Pdd Executive Development ProgramBusiness Administration And Management -
Verizon ConnectManagement
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VerizonBusiness Leadership,People Leadership And Self Leadership
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Programa Superior En Dirección Inmobiliaria -
VerizonRespectful Workplace: Professional Global Management (Pgm)
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VerizonVbg Leading Through Crisis: Leading Remote Teams - Small/Medium Business
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Esdens
Frequently Asked Questions about Antonio Alcaide
What company does Antonio Alcaide work for?
Antonio Alcaide works for Transferencia24
What is Antonio Alcaide's role at the current company?
Antonio Alcaide's current role is CEO.
What is Antonio Alcaide's email address?
Antonio Alcaide's email address is an****@****a24.com
What schools did Antonio Alcaide attend?
Antonio Alcaide attended Ie Business School, Ie Business School.mba, Universidad De Granada, Harvard Business School Online, Harvard Business Publising, Pdd Executive Development Program, Verizon Connect, Verizon, Fundesem Business School, Verizon, Verizon, Esdens.
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Antonio Alcaide
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