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
• Define strategies and roadmaps for mid and longterm projects to enhance the productivity and quality of the department.

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

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.

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

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.

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

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.

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.

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.

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.