Fernando Yubero Email & Phone Number

Madrid

Achieving company results and customer loyalty through a memorable customer experience

Madrid

Madrid

Madrid Y Alrededores, España

Intermediate artists company. I joined for a disease substitution after the request from a friend as it was his family entreprise.My role was to manage all the administration of the company such as contracts, billing, payrolls,..

Mexico

Consultant to build the Customer Operations processes of a new mobile operator

Achievements on this area are the creation of the Service Catalogue, 130% of yearly objectives and the area with the highest customer satisfaction.

Madrid Area, Spain

Achieved a creation of a Service Catalogue for the Network Services customers, Centralization of the Complaints & Dispute area from several countries into a Shred Service Centre, Development of the new strategy of “Order Entry”.Region with the highest satisfaction score on the yearly survey

Madrid Area, Spain

Implemented the CRM strategy in the region.

Madrid Y Alrededores, España

Processes unified accross all the countries. Key user for the customer satisfaction survey and responsible to put in place get well plans.

Madrid Area, Spain

Creation of a multidisciplinary team for the treatment of billing disputes.Reduction of billing disputes by 70%Organization of the Company directing it towards an ITIL environment.

Creation of a Fault Help Desk for the Southern Region with external personnel.Reduction of stock in warehouse.Creation of procedures with logistic companies for the delivery of material in nodes of the cities and of the International Network in case of necessity and in a minimum of time.Subcontracting of the installation and maintenance of ADSL.

Madrid Area, Spain

Creation of a Call Centre for technical maintenace.Creation of a technical library and online glossary.Launch of the Company's first online platform in Spain.100 % success on Disaster-Recovery tests.

Madrid Area, Spain

Delivery of the first service offered in Spain by the Company.100% compliance on the delivery committed dates of the contracted services.100% achievement of the MTTR (Repair Time) values guaranteed by contract to customers.Creation of procedures to achieve delivery before commitment dates.Connection between the Colt cities (Madrid, Barcelona and Valencia).

Bruselas Y Alrededores, Bélgica

Reporting into the NOC DirectorImplementation, monitoring and maintenance of the HER network.Customer Care supportParticipating in several Engineering projects (implementation of the DCN, UAT for new releases of the management software, support to the Customer Care area on the designs and circuit acceptance.

Madrid Area, Spain

Reporting into the internal plant SupervisorImplementation, monitoring and maintenance of the international voice and data services including radio and TV lines.Customer care and operators first line supportMaintenance of the interbank SWIFT networkControl centre for the international circuits during the Barcelona Olympic games in.

Customer Service Management, Master In Loyalty And Customer Service Departments

Management Developent Program (Pdd)

Engineer’S Degree, Telecommunication Engineering , Specialty Telematics

Cou + Preparation For The Spanish Army Officials Academy

Adding to the normal subjects on the pre-University course I studied some other more in order to prepare the entry to the Spanish Army.

High School

Cou + Military Academy Preparation

While doing the pre-University course I studied more subjects in order to prepare for the entry into the Officials Spanish Army Academy

Master Of Customer Experience, Customer Experience, Master Of Customer Experience