Thomas A. Email & Phone Number

Valencia, Valencian Community, Spain

o Responsible for customer operation and experience in an Online University that grows two digits year over year, to assure a robust strategy across all touch points. o Data analytics and technology management as well as managing strategic projects across the university.o Developing CX structure and changes to prepare the University when it doubles the number of students in the next 3 years.o Improving VOC methodology to generate indicators that really bring the customer needs and insights.o Bringing a BPO to help to build a robust client support for more that 20K contacts monthly thought out different online channels, improving customer service on speed, quality and experience, driven proactive approach to customers.o Implementing PBI tools in order to be able to analyses the data and take actions to improve customer experience, also improving systems and technology.o Working with customer experience team on students journey to apply methodology to address customers needs.

Bogotá, Bogotá D.C., Colombia

Managing in Colombia Customer service/satisfaction/ experience operation for all product categories (cell phones/HHP, home appliance and DTV products).Strategy , planning, customer satisfaction, spare parts, field operation , contact center, trainning, cost and investments as well as online support.

Colombia

o Responsible for Service and Quality in all Latin America countries with 10 direct reports (Managers) and 62 analysts in more than 30 countries.o Global expertise, leveraging Service and Quality goals, throughout consumer understanding and quality process execution in LATAM, reaching a high consumer satisfaction standard.o New Service & Quality structure and strategy in order to improve performance and optimize cost, over USD 4 million in productivity for growth in the last 3 years.o Services and Quality KPIs improving YOY, service NPS with a great result, consumer satisfaction in a high standard level. Product quality KPI´s with the best results ever in LATAM.o Contact Center operation level 2 changed from in house to outsourced, it has improved our KPïs and consumer satisfaction as well as internal process.o Focusing new structure in people development and performance enhancement.

Joinville, Santa Catarina, Brazil

o Responsible for launching more than 400 models in the last five years that represents approximately one million products over USD 300 million revenue.o Finished product sourcing within whirlpool companies all over the world, making sure that Latin America market has the best products (price, cost, quality , timing and specification) produced by whirlpool.o This inbound source has grown 3 times in volme and 7 times in projetcs ( product development) in the last 3 years . o Responsible for Brazil export product (refrigerator,cooking and laundry) over USD 180 million revenue sold in more than 40 countries.o Responsible to turn around a business with negative EOP to positive.o Leader of an engineer team that is responsible for product development, sales, sourcing, price negotiation,management and project leadership.o Responsible for coaching, motivation and team development, which is well known by its high performance.o Management and price negotiation as well as P&L analyze.

Joinville, Santa Catarina, Brazil

Taken part of a new assembling line , managing and hiring more than 90 employees.Leading lean manufacturing implementation and achieving all goals in productivity, quality, lead time reduction ( 60% reduction) and employees career development.

In charge of maintain and build energy net distribution with a technical team. Responsible also for third part company ( contractors) management.

Mba, Administration And Business

Master Business Administration

Master'S Degree, Organizational Leadership

Bachelor Degree, Electrical Engineer

Electrical Engineering

Pofessional Cooking, Food Preparation/Professional Cooking/Kitchen Assistant