Carlos Alarcón Sáez Email & Phone Number

Amsterdam, Holanda Septentrional, Países Bajos

Ámsterdam Y Alrededores, Países Bajos

Ámsterdam Y Alrededores, Países Bajos

Expert on complaint management for the Spanish and Portuguese markets.My responsibilities included, but were not limited to:- Track, handle and solve all complaints; product, non-product, service, product recall, etc.- First point of contact for all returns: unauthorised and intercompany, monitor expired returns and develop and implement consistent return policies to harmonize amongst business units.- Respond to customer complaints/inquiries and resolve issues quickly, competently and professionally.- Investigate, process and record lost or damaged orders, non-product complaints, credit and/or rebill requests.- Analyze and register all complaints to create CAPA (Corrective and Preventive Actions), Investigation and Route Cause Analysis (why did the complaint happen and what can be done to prevent it in the future).- Follow up to rate service; identify process gaps and customer service training opportunities.- Support company Sales Representatives and Account Managers in any customer related issues and process accuracy.- Research and maintain customer's account information within appropriate system.- Assist Project Managers as the Customer Care process expert.Achievements:- Employee Recognition Award 2016 for the collaboration with Business Process in the integration of TrackWise as new ERP. - Employee Recognition Award 2017 for Service Quality. I earned this award by having the highest Customer Satisfaction rating in the team.- Created the 'Introduction to Customer Care' training for Spanish teams, aiming to improve interdepartmental knowledge and clarifying roles and responsibilities of Credit Management, Customer Service and Customer Care.This training helped leading the customers to the right contact and had a positive impact on reducing the complaint cycle time while improving customer satisfaction ratings.The success of this project made it being implemented for all teams under our scope.

Ámsterdam Y Alrededores, Países Bajos

Ultimately filling in the General Manager position for this flagship store with 250 employees and over 20M€ yearly turnover.Responsibilities:• Recruit, train and develop managers to increase the day to day productivity of the business• Manage scheduling and performance development for a productive and successful workforce• Ensure Department Managers conduct and execute efficient daily meetings• Model the way for the store team and inspire a shared vision• Assist and participate in the roll-out of new training and operational initiatives• Coach management to take the initiative as leaders to oversee all levels of customer service by setting daily goals and expectations, creating a positive store environment• In the absence of the Store Manager conduct walkthroughs with the Visual Merchandising Manager and Department Managers on a regular basis, providing constructive feedback and setting obtainable goals• Guide the team to perform all store-level operational procedures accurately• Achieve the store stock loss goals by training loss prevention awareness• Oversee stock levels and store merchandise• Assist in upholding Company Health & Safety procedures• Coordinate management and creative teams in order to enhance the store environment and efficiently execute all merchandising projects• Ensure floor sets are well organised, scheduled appropriately, cleanly executed and completed on time• Assist District Manager to maximise store sales through analytical and creative management of merchandise from receipt to sales• Exhibit a sound understanding of the store’s profitability and guide team members to utilise Company reports to react to trends and drive business• Stay abreast of current trends and have a sound knowledge of customer profile by keeping up to date with external influences i.e. media and local community• Offsite supports: - Vienna, Austria // Nov. 2014 > Feb. 2015 - Mönchengladbach & Düsseldorf, Germany // Apr. 2015 – May 2015

Main responsibilities:- Creating the stock processes after the store opening.- Recruiting and training the stock team (35 team members).- Scheduling and handling Payroll issues and discrepancies.- Responsible for optimising back stock and store levels.- Preparation and execution of sales, promotions, transfers and product recall.Achievements:- Planning and executing a new stock system and layout for European stores in order to facilitate seasonal product rotation.

Utrecht

Control of delivery processes. Management of time and space. Support new store openings. Training incoming managers and stock into the stock system.

Front-End Web Development Course (Currently Ongoing), Web Page, Digital/Multimedia And Information Resources Design

Complete course on the following topics: - HTML - CSS - JavaScript - JQuery

Education record

Telecommunications Engineering