Samuel Loye Email & Phone Number

Barcelona, Barcelona, ES

Garantizar la máxima satisfacción y retención de nuestros clientes.

Paris, Ile De France, FR

Dirección de los indicadores del Servicio al Cliente y de las Operaciones de producción internas y externas (KPI, SLA).Desarrollo de una estrategia global de experiencia del cliente con indicadores asociados (NPS, CSAT, CES).Comunicación y coordinación de la Voz del Cliente con los demás equipos.Animación, desarrollo y optimización de las herramientas del.

Barcelona, Barcelona, ES

Whiteley, Hampshire, GB

Responsable de las operaciones para Francia y España con un equipo de 80 personas repartidos en venta, postventa y back office - coaching / mentoring de Managers y Team Leaders- Optimización de procesos- P&L- Forecast

Frankfurt, Hessen, DE

Head of operations for all BPO activities in Barcelona including external and internal customers (200 collaborators)

Barcelona, Barcelona, ES

• Management of multiple projects (IT, Fashion, Startup) focused on customer Service
• Control, analyse and adjust the profitability of the projects according to the terms and conditions of the contracts
• Support Supervisors and Coordinators on their daily tasks.
• Define rooms for improvement and advise clients on how to increase the customer satisfaction

Barcelona, Barcelona, ES

• Management of the Online Customer Service Department for Inditex (45 agents, 3 supervisors, 2 coordinators)
• Set up strategies to reach quality targets
• Control, analyse and adjust the profitability of the department
• Control and set up of the customer’s invoice
• Weekly report to Inditex and presentation of the metrics
• Point of contact between the customer service department and all other Sellbytel’s department (IT, HR, Accountancy, reception, )

Barcelona, Barcelona, ES

• Setting up of the customer service department for 5 Brands of the Inditex Group (65 employees over 3 different sites)
• Project Management: contact matrix with roles and responsibilities / definition of the key points
• Service Targets: definition of the SLA and KPI, Reporting and responsibilities, definition of the CRM
• Recruitment: fix salaries and incentives, animation of the Assessment centres
• Infrastructure: Definition of the needs in terms of voice and network (freetoll numbers, primary, IVR and call flow,…).
• Operation: Definition of the process, quality measures and corrective actions, certification of the employees.

Barcelona, Barcelona, ES

• Promoted to manage the Customer Service Department of a leading Electronic company over EMEA (160 agents, 9 coaches, 5 supervisors, 1 quality manager)
• Set up strategies to reach quality targets
• Control, analyse and adjust the profitability of the department
• Control and set up of the customer’s invoice
• Weekly report to the vendor manager and presentation of the metrics
• Point of contact between the customer service department and all other Sellbytel’s department (IT, HR, Accountancy, reception, )

Barcelona, Barcelona, ES

• Promoted to a Supervisor position to lead the customer service teams for Spain, Italy and France
• Make sure the teams meet the targets (personal and teams) set up strategies to improve the way of work.
• Daily, weekly, monthly report to the Service Manager and the vendor manager.
• Escalations management.
• Organization of the roles inside the team to optimize the workflow (calls and mails)
• Management of the holidays, lateness and absenteeism creating capacity and productivity reports

 Management of 3 accounts for the supermarket channel: meat, milk and fish. Supply of fresh products over more than 150 supermarkets. Ensure 100% assertiveness of the deliveries with the best products quality  Negotiation of the annual prices with suppliers.

 Supplying of roller bearings Analyse, control and forecast of the stock level with the Just in Time method  Implementation of a new warehouse in Luxembourg Stock control manager over 4 sites Member of the migration Project: AS400 -> SAP

Master, Dirección Y Gestión De Proyectos

Graduado Universitario En Comercio, Compras

Graduado Superior, Financia Y Contabilidad