Diego Badr Maraña Email & Phone Number

Barcelona, Catalonia, Spain

• Alongside the Director of Customer Services, responsible for the overall Customer service department including Senior TeamLeads, Quality, Training and Operations teams.• Responsible for the department KPIs throughout the different projects.• Responsible of defining and implementing BPO services for outsourcing strategies.• Identify team and department needs through data analysis.• Define strategies and roadmaps for mid and longterm projects to enhance the productivity and… Show more • Alongside the Director of Customer Services, responsible for the overall Customer service department including Senior TeamLeads, Quality, Training and Operations teams.• Responsible for the department KPIs throughout the different projects.• Responsible of defining and implementing BPO services for outsourcing strategies.• Identify team and department needs through data analysis.• Define strategies and roadmaps for mid and longterm projects to enhance the productivity and quality of the department.• Ownership of several reports to C-Level Management with extensive analysis and strategies to be followed.• Work alongside other department stakeholders to ensure alignment between teams, project needs and operations. Show less

Barcelona, Catalonia, Spain

• Change of position after the acquisition of Blok by the Turkish company GETIR.• Responsible of the Customer Service department for Spain, Italy and Portugal.• Define KPIs for the department for the different contact channels.• Assuring targets are met by our BPO, analyze efficiency and define action plans.• Analyze and share with other departments/stakeholders metrics&reports to defineimprovement methods for the overall Operations.• Propose new tools, procedures and… Show more • Change of position after the acquisition of Blok by the Turkish company GETIR.• Responsible of the Customer Service department for Spain, Italy and Portugal.• Define KPIs for the department for the different contact channels.• Assuring targets are met by our BPO, analyze efficiency and define action plans.• Analyze and share with other departments/stakeholders metrics&reports to defineimprovement methods for the overall Operations.• Propose new tools, procedures and team structures to improve and maintain theservice according to growth projection.• Establishing Quality procedures&action plans to improve Customer satisfactionratings&define pain points.• Assist other departments with new country launches. Show less

Barcelona, Catalonia, Spain

- In charge of creating the LiveOps department from scratch since the beginning of the Start-up.- Interview & Hire the main team management and structure.- Second level of interviews for agent hiring after first screening of Team Lead.- Create different scopes for each role within the team.- Define the department strategy for the year.- Work closely with the main stakeholders for procedures and business definition.- Be the main point of contact of the department as well… Show more - In charge of creating the LiveOps department from scratch since the beginning of the Start-up.- Interview & Hire the main team management and structure.- Second level of interviews for agent hiring after first screening of Team Lead.- Create different scopes for each role within the team.- Define the department strategy for the year.- Work closely with the main stakeholders for procedures and business definition.- Be the main point of contact of the department as well as decision maker. Show less

Barcelona Area, Spain

• Vendor research, initial negotiations & creation pool of candidates to present final list to Head of department, Regional Managers & VP.• Set-up launching plan alongside local provider and local teams.• Responsible of local hub launching on-site in countries with existing/new service.• Organize training schedules for local provider's Management structure.• Coordinate with the Tools team to provider accesses and accounts for the new teams.• In charge of on-boarding and… Show more • Vendor research, initial negotiations & creation pool of candidates to present final list to Head of department, Regional Managers & VP.• Set-up launching plan alongside local provider and local teams.• Responsible of local hub launching on-site in countries with existing/new service.• Organize training schedules for local provider's Management structure.• Coordinate with the Tools team to provider accesses and accounts for the new teams.• In charge of on-boarding and training of local hub supervisor.• Continue follow-up on new provider's performance for the first 2 weeks after launch. Show less

Barcelona Area, Spain

• In charge of setting up teams for 4 new countries (Egypt, Turkey, Romania, Morocco).• Profile scouting of applicants (Greenhouse).• Conducting interviews and & new hires.• Setting up the training sessions alongside the training team for the new hires.• Setting up work space (PCs, accounts, etc...) and working closely with the IT department.• Working alongside local operations teams of each country to establish the service for eachcity.• Working closely with the… Show more • In charge of setting up teams for 4 new countries (Egypt, Turkey, Romania, Morocco).• Profile scouting of applicants (Greenhouse).• Conducting interviews and & new hires.• Setting up the training sessions alongside the training team for the new hires.• Setting up work space (PCs, accounts, etc...) and working closely with the IT department.• Working alongside local operations teams of each country to establish the service for eachcity.• Working closely with the Fraud department to analyze and identify patterns to anticipate potential frauds in new countries and minimize economic impact.• Responsible of assuring the correct service from day 1, monitoring and close follow-up withthe teams. Show less

Barcelona Area, Spain

• Managing a team of 90+ agents covering 3 countries (Spain, France & Italy).• Daily live monitoring of the service, identifying and solving on-spot issues.• Assure to meet the established KPIs for the department.• Bi-weekly audits and 1-to-1s with agents to identify performance issues along with a constantfollow-up. - Handling escalated cases from the team.• Constant communication with other departments to ensure all information is passed on tothe team correctly.•… Show more • Managing a team of 90+ agents covering 3 countries (Spain, France & Italy).• Daily live monitoring of the service, identifying and solving on-spot issues.• Assure to meet the established KPIs for the department.• Bi-weekly audits and 1-to-1s with agents to identify performance issues along with a constantfollow-up. - Handling escalated cases from the team.• Constant communication with other departments to ensure all information is passed on tothe team correctly.• Establish procedures and assure the correct implementation for further application. Show less

Barcelona Area, Spain

• Tracking live orders, checking statuses, delivery times, etc...• Handling incoming chats from couriers and customers.• Handling incoming emails & calls from customers and stores.

Barcelona Y Alrededores, España

Freelance bike courier working with GLOVO, delivering anything clients need, from food to personal belongings, ensuring always the best customer experience and satisfaction.

Barcelona Y Alrededores, España

- Customer service agent in charge of handling incoming calls of clients, assisting in different types of enquiries including invoices, payment, contract specifications and more.- Registering correctly every interaction in the DELTA system, database maintenance, claims and follow-ups.- Identifying customer potential needs and cross-selling better/new products and services.

Barcelona Y Alrededores, España

Part of the registration team for the MWC, responsible of solving any type of inquiries regardingticket pricing, register process, ticket incidents and other procedures throughphone or e-mail.

Barcelona Y Alrededores, España

Store manager for the new PARROT pop-up store at the shopping center "LaMaquinista" in Barcelona.• In charge of the afternoon shift sales team, stock control, reports, end of day closureand cash register.• In charge of communication & reporting to management in France about incidents,inquiries, stock request and updates.

Barcelona Y Alrededores, España

• Assisting customers worldwide via phone and email with their medicalneeds/emergencies, assuring the fastest and best service.• Correct data handling and case registration for later assignment to “Back officeagents” to continue the assistance until the customer is 100% attended.• Handling email and fax inboxes to assure the correct handling and attachment ofany needed documents for the cases.

Barcelona Y Alrededores, España

Part of the registration team for the MWC, responsible of solving any type of inquiries regardingticket pricing, register process, ticket incidents and other procedures throughphone or e-mail.

Barcelona Area, Spain

- Phase 1 of Agilent/Keysight company split completed successfully on August 1st, 2014.- Responsible for the CRM Siebel testing process, E2E verification process, problem report and follow-up and assure all functionalities work as expected.- Additional assistance in the different departments including:* Physical archiving of all sales for the past 6 years.* Re-branding process for the company split (Documents, training material, etc..)* Handling official customer… Show more - Phase 1 of Agilent/Keysight company split completed successfully on August 1st, 2014.- Responsible for the CRM Siebel testing process, E2E verification process, problem report and follow-up and assure all functionalities work as expected.- Additional assistance in the different departments including:* Physical archiving of all sales for the past 6 years.* Re-branding process for the company split (Documents, training material, etc..)* Handling official customer forms and questionnaires for the company split.* Completing necessary information for customers' profiles in ORACLE. Show less

Barcelona Area, Spain

- Phase 1 of Agilent/Keysight company split completed successfully on August 1st, 2014.- Responsible for the CRM Siebel testing process, E2E verification process, problem report and follow-up and assure all functionalities work as expected.- Additional assistance in the different departments including:* Physical archiving of all sales for the past 6 years.* Re-branding process for the company split (Documents, training material, etc..)* Handling official customer… Show more - Phase 1 of Agilent/Keysight company split completed successfully on August 1st, 2014.- Responsible for the CRM Siebel testing process, E2E verification process, problem report and follow-up and assure all functionalities work as expected.- Additional assistance in the different departments including:* Physical archiving of all sales for the past 6 years.* Re-branding process for the company split (Documents, training material, etc..)* Handling official customer forms and questionnaires for the company split.* Completing necessary information for customers' profiles in ORACLE. Show less

Barcelona Area, Spain

Registration team agent for the Mobile World Congress 2014.- Responsible of phone and e-mail reception and manage any queries and issues regarding Congress passes, prices, schedules, general information, etc...

Barcelona Area, Spain

- Responsible of assisting customers of the spanish online store.- Provide information about order status, manage replacements, refunds and various incidents.- Assure customer satisfaction, monthly results & targets.

Barcelona Area, Spain

- Promoted to team manager for phase 2 of the same previous project, responsible of recruitment, interviews, contracting, creating training material & delivering it, project planning & forecast and reporting.- Moved to the Travelodge project, responsible of team shifts, holidays, daily forecasts, daily reporting and analyst.

Barcelona Area, Spain

- For an HP project, target was to classify all the different printing companies gathered during the previous year.- Responsible of contacting Egyptian printing companies and classify them according to their activities in the printing sector.

Barcelona Area, Spain

- Responsible of contacting current clients to update them on insurance offers and new insurance options.- Responsible of contacting former clients and providing information about our new products and counter offers.

Barcelona Area, Spain

- Assisting customer with doubts, incidents and all sorts of queries regarding their products.- Responsible of tech assistance, follow-up and verification of the tech service.- Responsible of managing replacements, refunds and ensuring customer satisfaction.

Barcelona Area, Spain

- Responsible of providing visitors maps of the sites with daily activities, providing all the needed information about activities, counseling, guiding and resolving queries.