Manage Service Organization to provide support to AEG PS installed Base of Chargers, UPS and Batteries, for commercial and industrial products, taking care of AEG PS well-known product reliability in highly demanding environments:- Installation, Commissioning, and Preventive maintenance services- System retrofit, refurbish, and replacements.- Process and Tools improvement, Services and Parts Price setting.- Services and Parts sales.

Extended R&R to Customer Service Strategy Leadership for Portugal market.

● Lead Customer Service strategy on all biz areas (Contact Center, CS WEB, Network, Operation, Parts, Returns, Reverse logistics, Product Quality, Cost, Audit and Validation) ● Plan, organize, and control Customer Service operation by improving key processes, service quality and Customer Experience, while reducing OPEX and creating profit channels. ● Drive new Digital content and functionalities, monitoring web analytics and surveys, to avoid calls. (Best Practice 2015): Achieved 20% contacts reduction, doubled page visits (1,5M visits/mo). Redesign chat interface and apply AI to reduce volume by 90%, improving CX● Lead continuous improvement projects awarding several Best Work Practice on Online Content deployment, Artificial Intelligence applied to chat, VoC management, Best in class NPS, Component level repair, Repair Speed reduction, etc. most of them escalated globally with over 25 M€ savings.● Redesign Product Returns process: achieve best in market rates (2006 -35% reduction & 2013 -20%, Best Practice 2014)● Lead Customer Service transformation to online. Monitor online funnels to reduce churn and improve effectiveness.● Control CX indexes: Analyze Customer journeys, Web analytics and VoC insights on each contact channel to exceed expectation on Customer Satisfaction (NPS/CSI/CES) and FCR.● Negotiation and control of 3rd. party repair fees and service levels● Develop Service Network risk management to avoid service stop● Motivate, empower, develop/coach team skills and competences, to improve performance and deliver results ● Develop strong relationships with sales, mkt and SCM co-working in several projects ● Director Board member, report to local CEO & Korean HQ SVC VP (EU and Korea).

● Jan. 2006 Promoted to Returns Manager. Reduced Returns by 35%● Jul. 2006 Promoted to Authorized Service Center Country Manager. Achieve +30p% Customer satisfaction increase (NPS)● Jan 2008 Promoted to Service Mger. Achieve 40% VoC drop BWP, -20% returns drop.● Jul. 2008 Promoted to Senior Mger Green Belt on 6 Sigma full time member in several projects cost, retruns, repair speed, parts)● Apr. 2009 Promoted to CE Customer Service Direector