Roberto G. Email & Phone Number

Roberto G. is a Operations manager for Europe at Geotab. They is proficient in German and English.

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  Operations Manager For Emea Region

  Geotab

  Dec 2019 - Present - Madrid

  Spearhead the establishment and leadership of the Europe, Middle East, and Africa (EMEA) Operations team at Geotab Spain, overseeing the expansion and retention of customers utilizing Geotab telematics solutions.Guide and lead multinational telematics projects for key clients including Telefonica, Europcar, and Ferrovial, managing operations across 20+ countries and overseeing 200,000+ vehicles. Manage Level 1, 2, and 3 support teams in 24/7 operationsFacilitate the training and enablement ensuring success and fostering a robust knowledge base.Coordinate logistics, fulfillment, and production to ensure seamless product sourcingAccomplishment- Lead the successful blending project for the acquisition of a Spanish company, overseeing product integration, IT and support system migration, work culture blending, and customer transition.- Establish and grow local support teams for Level 1 and 2 in the EMEA region, resulting in a 30% reduction in time to resolution.- Enable 24/7 support hours in EMEA with business hours support in local languages (Spanish, English, Italian, French, German), enhancing customer satisfaction and reducing communication barriers.- Implement improvements in support processes, including the introduction of an escalation manager role, local language phone support, and multilingual internal knowledge base articles.- Successfully navigate and mitigate the impact of the global semiconductor shortage during 2022-2023, resulting in zero opportunity losses and zero customer churn.- Introduce the role of a Service Delivery Manager to efficiently balance project manager and support engineer workloads, ensuring successful key project transitions.- Lead the expansion of the operations team from 4 to 15 members across four countries- Improve resellers product knowledge base by implementing a continuous training strategy, reducing support cases by 15%.