Jose Iván López Izquierdo Email & Phone Number

Madrid Y Alrededores, España

* Reception, troubleshooting and resolution of technical issues within Taksee’s own software and mobile app. Supervision of escalations to IT. Creation of technical documentation and training material. Processes analysis and improvement. * Selection of new providers to enhance EMEA’s net. Recruitment, evaluation and hiring of new employees and members of the fleet. Negotiation of improvement of previous contract conditions. Onboarding and membership management. Training, monitoring and conflict resolution.

Madrid Area, Spain

Technical support for all EMEA countries in Spanish, English and Italian. Troubleshooting and technical issue solving by telephone, email, chat and remote connection.

Madrid Area, Spain

PRODUCT SPECIALIST* In Product expert and trainer. Mentoring, training, supervision and evaluation of mentors, quality agents, technical agents and complaints agents for Nokia Italy, Spain and Portugal. * In charge for induction trainings, refresh, new products and technologies, telephone excellence, management of tools, evaluation, monitorization and effective feedback, motivation, etc.* Creation of teaching materials.CALL CENTER COORDINATOR AND QUALITY MANAGER* Reports, KPI`s analysis, training planification, backup Site Support Coordinator.* Full onsite implementation of Nokia LATAM project (Panama). Quality plans and training. Creation of multilevel communication processes and templates guide.* Comprehensive quality management: multichannel monitorizations (voice, email and chat), calibrations, improvement plans y detection of staff training needs.

Madrid Area, Spain

Realization of the project plan for the year 2007-2008. Supervision and coordination of HR. In charge of personnel recruitment and selection.

Madrid Area, Spain

Handling outbound calls about credit card sale.

Italia

Creation of information material and workshops regarding the enhancement of integration and respect of cultural differences for minorities. Teaching assistant. Interpreter. Project coordinator. Creation of teaching material and coordination of translators.

Alicante

Realization of after school activities program (schedule, goals programming, setting of methodology and evaluation guidelines), organization of thematic workshops, development of promotional material (flyer, brochures). Selection, training and coordination of teachers involved.

Madrid Area, Spain

Teaching platform management, support and tutoring, coordination of online activities for students. Coordination with teachers and supervisors. Material organization.