Mario Carrasco Jimenez

Mario Carrasco Jimenez Email and Phone Number

Customer Service Manager
Mario Carrasco Jimenez's Location
Amsterdam, North Holland, Netherlands, Netherlands
Mario Carrasco Jimenez's Contact Details

Mario Carrasco Jimenez personal email

About Mario Carrasco Jimenez

As a Senior Customer Experience Manager, I have 10 years of experience in managing customer expectations and satisfaction, resolving incidents and implementing changes, and ensuring performance and quality across different solutions and regions. I am passionate about delivering customer experience excellence and driving operational performance through process innovation and improvement.My core competencies include IT management, customer relationship management (CRM), workforce management (WFM), operational management (Incidents, changes & problems), project leadership, and team engagement. I have successfully led teams from 15 to 250 people to achieve consistent increases in customer satisfaction, revenue, and employee satisfaction, while reducing costs and enhancing efficiency. I have also developed and deployed WFM projects and processes, monitored contact volume and schedule adherence, and handled HR-related matters. I have a Green Belt Six-Sigma certification and a COPC and Lean Leader qualification. Scrum, Agile and ITIL are well known to me. I am fluent in Spanish, English, and Dutch.

Mario Carrasco Jimenez's Current Company Details

Customer Service Manager
Mario Carrasco Jimenez Work Experience Details
  • Kinly
    Unified Communications Administrator (Rws, Nationale Politie)
    Kinly Aug 2016 - Apr 2024
    Amsterdam Area, Netherlands
    Incidents and problems management. Responsible for change implementation, escalations and documentation of processes and procedures on Knowledge Base. Technical quality assurance management. Client point of contact. Collection and analysis of KPI’s and metrics. Drive operations performance through innovation and automatization.
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  • Convergys
    Customer Service Manager And Wfm Leader (Nike)
    Convergys Nov 2014 - Feb 2016
    Amsterdam Area, Netherlands
    Operational KPI’s management. CSAT analysis, quality monitoring and calibration. Action & Recovery Plan elaboration. Reports creation. Develop and deployment WFM Project and its processes. Responsible for team meetings and briefings. Adherence analysis and advice on Intra-day management. Lead training and development of new Team Leaders.
  • Teleperformance Benelux
    Business Unit Manager (Telfort)
    Teleperformance Benelux Dec 2010 - Dec 2011
    Tilburg Area, Netherlands
    Main responsible for CSAT, NPS, sales and retention goals achievement. Root Cause monitoring, review and reporting. Quality process and procedures implementation. Lead the team engagement. Contact person for external and internal stockholders. Escalation point. Accountable for establishing and monitoring budgets and achieving financial targets. Supervise the employee planning and staffing strategy.
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  • Sitel
    Business Analyst
    Sitel Jul 2009 - Aug 2010
    Eindhoven Area, Netherlands
    Analysis, development and implementation of NPS, CSAT and revenue improvement plans. Process and procedures implementation. Risk and change assessment. Forecasts operational performance. Development of operational strategies to improve account performance. Advice on forecasting and workforce management.
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  • Sitel
    Customer Experience Manager (Cisco-Linksys | Philips Ce, Dap & Online Sales)
    Sitel Jul 2007 - Jul 2009
    Eindhoven Area, Netherlands
    Customer Care leader. Guided the team to met service, quality and financial goals. Customer-centric program development and implementation. Learning and knowledge strategy enhancement. Creation and documentation of process to systematically achieve and improve CSAT and NPS. Conduct customer feedback analysis and precede calibration sessions. Coaching Supervisors. Implementation of incentive and personal development programs. Client escalation management. Forecasting and Workforce Management. Reporting design and creation. HR and recruitment liaison.
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  • Sitel
    Customer Care Manager (Cisco-Linksys)
    Sitel Aug 2005 - Jul 2007
    Eindhoven Area, Netherlands
    Coach, mentor and develop the CSP team to ensure consistent achievement of key performance metrics. Measure, report and communicate metric goal attainment for assigned team. Develop and enhance agents’ product knowledge skills. Ensure accurate and timely communication of client and campaign issues to Operations Manager. Consistently achieve number of call monitors per week goal and scores for the team. Online Knowledge Database elaboration and implementation. Development of Quality Assurance process and procedures on EMEA level.
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  • Moduslink
    Line Lead/Material Handler
    Moduslink Jan 2003 - Jun 2005
    Tilburg Area, Netherlands
    Logistic and production. Packing and distribution.
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  • Mvs Internet
    Publicity & Promotion Manager
    Mvs Internet May 2000 - Jun 2002
    Mexico City Area, Mexico
    e-Commerce. Publicity Management and Sales support.
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Mario Carrasco Jimenez Skills

Contact Centers Call Center Customer Satisfaction Outsourcing Operations Management Customer Experience Coaching Management Team Leadership Call Centers Team Management Leadership Crm Bpo Performance Management Sales Change Management Process Improvement Service Delivery Account Management Project Management Customer Service Workforce Management Analysis Business Analysis Team Building Business Process Outsourcing Customer Relationship Management

Mario Carrasco Jimenez Education Details

Frequently Asked Questions about Mario Carrasco Jimenez

What is Mario Carrasco Jimenez's role at the current company?

Mario Carrasco Jimenez's current role is Customer Service Manager.

What is Mario Carrasco Jimenez's email address?

Mario Carrasco Jimenez's email address is m.****@****ail.com

What schools did Mario Carrasco Jimenez attend?

Mario Carrasco Jimenez attended Universitat Oberta De Catalunya, Universidad Del Valle De México.

What are some of Mario Carrasco Jimenez's interests?

Mario Carrasco Jimenez has interest in Social Services, Children, Economic Empowerment, Education, Poverty Alleviation, Science And Technology, Disaster And Humanitarian Relief, Animal Welfare, Arts And Culture.

What skills is Mario Carrasco Jimenez known for?

Mario Carrasco Jimenez has skills like Contact Centers, Call Center, Customer Satisfaction, Outsourcing, Operations Management, Customer Experience, Coaching, Management, Team Leadership, Call Centers, Team Management, Leadership.

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