Jose Antonio Basarot Email & Phone Number

El Casar, Cm, Es

Madrid, Community Of Madrid, Spain

Lead a diverse team of 150 employees at ABAI, Europcar's contact center for the European market. Ensure the achievement of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) as per contractual obligations with the client, while effectively managing the budget.Successfully addressed and improved upon the existing performance challenges, including an 86% First Attempt resolution, 88% Pick Up rate, and a 69% Service Level, through a systematic approach. Conducted in-depth analyses of each touchpoint along the customer journey, pinpointing root causes and areas for enhancement. Enhanced agent training methodologies, resulting in quicker issue resolution and improved First Attempt resolution rates. Implemented strategic adjustments to call routing, leading to an increase in Pick Up rates. Furthermore, optimized staffing levels and refined workflows contributed to a notable boost in Service Level metrics. Implemented real-time monitoring systems, facilitating prompt detection and resolution of issues. Actively solicited and integrated customer feedback, fostering a culture of continuous improvement. Fostered cross-functional collaboration across departments, ensuring alignment and concerted efforts toward achieving and maintaining optimal performance targets across all customer journeys.

Cork, County Cork, Ireland

Warehouse & Carrier Operations Manager (2022 – Present)Leading a diverse team of 10 employees at Apple's EMEIA warehouse to ensure optimal day-to-day operations and maintain a 100% service level. Apply Lean Six Sigma methodology to analyse data and pinpoint areas for enhancement.Key Accomplishments:• Attained 98% efficiency enhancement by optimising logistics process and guaranteeing punctual procurement, packaging, shipment, and transportation of service parts.• Reduced 62% of waste, eliminated 20% of errors, and enhanced 96% productivity by introducing new processes.• Achieved a 100% success rate in training new employees to ensure seamless integration into the team.• Accomplished a remarkable 100% service level by achieving all target service levels.• Drove process improvements of up to 90% by significantly streamlining operations.• Consistently surpassed 90% threshold by managing team performance.

Cork, County Cork, Ireland

Orchestrated a comprehensive review and evaluation of 400 documents as a document reviewer for CSS Global Project at Apple Computers, whilst fostering process alignment across AMR, APAC, and EMEIA regions. Adeptly employed prioritisation and time management expertise to oversee multiple projects and ensure punctual completion.Key Accomplishments:• Successfully accomplished 85% completion rate in 11 months by exemplifying strong commitment to project success.• Enhanced document review processes by developing and executing robust document evaluation methodology.

Spearheaded role of labour reimbursement representative for the Southern region, including Italy, Spain, Greece, Portugal, Malta, and Cyprus at Apple Computers. Pioneered strategic analysis initiatives to proactively identify emerging issues, prevent escalation, and contribute to organisation's operational excellence.Key Accomplishments:• Successfully attained 95% customer satisfaction rate and surpassed established target.• Led investigation of labour reimbursement claims and achieved an impressive 26% payment resolution rate.• Demonstrated strong commitment to service excellence by consistently meeting a 99% Service Level Agreement (SLA).

Acted as escalation point for chats and escalations from front line Agents, answered and managed escalations from several different departments.Coached and evaluated the performance of the advisors and provided tailored plans to help them improve their results.Coordinated and conducted small group and individual training sessions based on staff and organizational learning needs.Developed and managed tracking and reported progress on training progress.Lead learning enhancement classes to improve knowledge and people skills for work place success

Administered CSS Support Warehouse and Authorised Apple Service Providers (AASP) team at Apple Computers. Offered robust support to a global array of Apple stakeholders, including service providers, carriers, independent repair centres, and logistics teams. Demonstrated adeptness in account maintenance, access, and service locator within Global Service Exchange tool (GSX) to ensure seamless operations for Apple's global service network.Key Accomplishments• Co-ordinated and delivered targeted training sessions for small groups of five individuals and one-on-one sessions; aligning training content with unique needs of staff and organisation.• Attained 100% partner satisfaction rate in managing account maintenance access, underlining commitment to partner success and satisfaction.• Effectively reduced 26% labour reimbursement claims by streamlining claims process and ensuring efficient resolution.• Achieved 95% success rate among trainees.

Honours Degree, Lean Six Sigma Green Belt, Honours Degree

Green Belt Lean Six Sigma QQI Level 8.

Degree, Sound Engineering

CES ( High School of Image and Sound technology ) Madrid Advanced Sound Technician

Electronic Technician

Electronic technician.

Sap Technology Consultant Professional Certificate