Begoña Troyano Galindo Email & Phone Number

Madrid

Madrid Y Alrededores, España

Madrid Y Alrededores, España

España

In this stage I become a Telecommunications Contact Services Provider.In Indra I lead 5 projects with 3 of the best telecommunication providers in Spain: Vodafone, ONO and Euskaltel. I work in different operation areas: Sales, Fraud, Customer Service, and Installations/Provisioning. I have a team of more than 200 people. Objectives: - Make projects economic KPIs profitable (income, costs and margin) looking for optimal efficiency- Obtain maximum customer satisfaction to ensure the continuity and growth of the serviceFunctions:- Build, control, correct deviations y optimize a 6M€ annual budget- Lead and motivate the human and technical resources of the Operation in order to manage the projects and ensure accomplishment of main targets o Establish team objectives o Supervise working plans and corrective actions o Propose value improving actions and innovative solutions, implement them and control the results- Participate in the preparation of necessary documents for RFQs (Requests por Quotations) Outstanding achievements:- Growth of 150% of agents in a month: from 40 to 100 with little impact in operation- Start up of a sytem to measure productivity in an ONO Project and improvement of 50% in 2 months.- Start up of a continuous process improvement method in Euskaltel

Valencia Y Alrededores, España

During this period I created this department and led 20 people. Objective: Ensure operations and processes used in specialized attention customer service are the optimal and maximize first contact resolution (FCR). Our work was aimed at the continuous improvement of business processes, reducing recall rates and customer disconnections.Functions:- Conduct analysis of the reasons for customer calls with the objective of identifying causes and reduce the input source with consequent savings in OPEX. - Improve the management of contacts implementing operational alternatives that increase the efficiency of the area and also customer satisfaction.- Ensure proper training of agents and structure through the development of manuals and specific training plans for suppliers’ trainers and track final results.- Train, coach and maintain quality standards in our specialized customer service agencies.Outstanding achievements: - Increased Customer satisfaction as measured by survey after the call, by 15 points in the first year of exercise (60% to 75%).- Improvement in 6 months 20% of recall rate (from 18% to 14%) which means a saving of 120k€ a year- Reduction of 1.5 points churn rate to two months (from 5% to 3.5%, which leads to a reduction of almost 4000 disconnections per year and €600k).

Valencia Y Alrededores, España

Objective: Enhance the experience and customer satisfaction throughout its life cycle processes across the company by understanding, communicating and executing solutions to his needs.Functions: - Participate in all company projects ensuring customer satisfaction for the launch of new services, the implementation of new processes and any changes at all times have regard to the Customer experience. - Lead action plans to improve the indicator Net Promoter Score (NPS).- Analyze detraction causes in all company processes in order to detect and solve root causes of dissatisfaction and increase the promoters Clients.

Valencia, España

Objectives: Develop and maintain strong and lasting relationships with Customers, decreasing company churn rate and maintaining ARPU levels in Clients who call Retention area.Functions:- Budget management of € 10M annually distributed among 5 Retention call centers with outbound and inbound activities. More than 700 internal and external agents dedicated to serving Customer calls and administrative tasks in backoffice. In total about 150k per month incoming and outgoing managed 15k. - Management of contracts with suppliers- Define, drive, structure, execute and ensure compliance with the processes associated with Retention area, taking responsibility for end to end process from routing the call on the IVR to final execution of the customer disconnect. - Collaborate with Marketing to design products and promotions to use on Customer retention. - Create new retention tools adapted to the economic situation in the market. - Ensure proper implementation of marketing plans to improve retention results in voluntary disconnection requests, total o partial, fee reductions, portability requests and debtors. - Define Scorecards for control of operational KPIs: retention rates, call root causes, disconnection reasons, AHT, productivity, recall indicators, call quality, etc.Outstanding achievements: - Increase the retention rate of 50% and sustained maintenance of the same reducing the costs of the applied promotions. - Creation and implementation of a Customer Attention model in the Residential market based on various levels of retention with different policies in each one. - Start up of a specific department intended to protect the income of the company upon customers’ discount requests. - Creation of an area for retention over portability requests. - Change in the pattern of retention in the SME market from an outbound to an inbound management.

Valencia Y Alrededores, España

Unification and integration of Collections and Retention processes in ONO and AUNA companies. Implementation of best practices to improve the efficiency of the area.

Valencia Y Alrededores, España

- Management of an internal team of 60 people attending residential and SME market. - Reporting of disconnection reasons to the company. From there on we establish action plans to improve retention policies.

Valencia Y Alrededores, España

Leader of a team of 6 people attending administrative needs of salesmen.

Valencia Y Alrededores, España

Centralitation in Valencia of Valencian Community and Baleares installation orders management.

Valencia Y Alrededores, España

Active participation in first installations of ONO Services in Valencia.

Valencia, España

- Interfacing the spanish subsidiary company with the american central office.- Coordination and management of official visits to the factory.- Creation and making of an internal quarterly magazine.

Degree In Information Science, Specialty Advertising Y Public Relations

Superior Grade Business Management And Leadership Development

Certificate Of English Proficiency, Inglés

Diploma Oficial de Inglés