Magda Llagostera Email & Phone Number

Madrid, Es

Emea

Customer Experience, change management and building culture of continuous improvement services

Munich, Germany

I have a ‘get the job done’ mindset and excel at implementing service co-ordination, best practice, and continuous improvement initiatives. I am proud in my ability to champion a service delivery culture, promote on-going service improvements to improve quality and customer satisfaction. I deliver a first rate service through implementation of new initiatives in the areas of service development and delivery~ Define customer journey maps and chair focus meetings to develop best in class support standards.~ Developed an effective OEM support model for APAC in Bangalore and upheld green performance in terms of quality, customer satisfaction, and SLAs.~ Increased effectiveness of existing support tool by improving business reporting process.~ Drove Customer Satisfaction across 20K active users whilst managing a budget of 14M$ ~ Created the metrics to identify trends for product improvements and enhanced processes related to customer interaction.~ Led 14 Service Managers overseeing the Service Support as well as the Training and Quality Assurance Program

Madrid, Spain

I effortlessly applied my extensive knowledge to lead predictive analysis of business operations to improve decision-making process. I proved instrumental in cultivating strong relations with account management team to enhance alignment with company vision. Aside from my service delivery competencies I executed market trend analysis to ascertain latest call centre technical changes.~ Capitalised on sales and business development within customer experience and business process services.~ Introduced new technology and employed HPE services to enhance CX and BPS while supporting enterprise business services account goals in global automotive industry.~ Promoted automotive industry, communications, and account transition activities through creation of web pages at global level for HPE and CEM.~ Updated employees and key account on differential factor in area of communication and portfolio development.~ Delivered client facing value proposition, designed RFIs/RFPs, and recommended competitive solutions to aid in securing major sales opportunities for automotive clients.

Madrid, Spain

I employed strong mentoring, interpersonal, and communication skills in spearheading successful contact centre and supporting customer service operations within France, Benelux, Greece, Nordics, Italy, Portugal, and Spain. I paid close attention in reviewing daily performance stats of more than 150 delivery team resources to effectively manage client relationship and contractual requirements.~ Established strategic direction for $230M renewal strategy while managing 700 agents across 10 locations and 28 countries to ensure best possible customer service.~ Utilised COPC and Six Sigma methodologies and set performance targets to accomplish key deliverables within time and budget. ~ Delivered cost savings in key areas such as 30% decrease in expense per paid hour, reduction of 19% in handling average time, and improved call volume forecasting accuracy by 30% in 5 months.~ Eased access to customer and dealer care services of multiple brands by transitioning from Luton and centralising in Madrid while translating services and operations of 7 markets in 13 languages.

Luton, United Kingdom

London, United Kingdom

Barcelona, Spain

Barcelona, Spain

Barcelona, Spain

Master'S Degree, Business English, Master

Master Of Business Administration - Mba, Mba

Master'S Degree, Big Data And Business Intelligence

Medicine