Garantizar la máxima satisfacción y retención de nuestros clientes.

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 departamento.Benchmark de las mejores prácticas en Operaciones y Relación Cliente.

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

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

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

• 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, ) • Training and motivation of the supervisors. • Set up of an individual performance plan per supervisor with bonus and penalties

• 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.

• 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, ) • Creation of quality management process following ISO rules • Training and motivation of the supervisors. • Set up of an individual performance plan per supervisor with bonus and penalties

• 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• Training and motivation of the team • Set up of the bonus and penalties agent plan• Logistic manager of the project

 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