Barcelona, Catalonia, Spain
Experienced Manager with a demonstrated history in the outsourcing/offshoring industry. Skilled in Customer Care Management, Quality and Training Delivery, Client Management, and People Management.
Design and formulation of global standards for operational quality processes, monitoring adherence, facilitating cross-pollination, and providing support to projects and accounts from the planning phase, transition phase, prior and after go live, ensuring that the services delivered meet standards of excellence
Managing Contact Center operation for Spain and Portugal Subsidiaries (over 150 employees) for a global leader in consumer electronics. Key responsibilities: • Ensure business and contact center service provision alignment to Client’s overall service strategy with direct accountability for the delivery of operational contact center customer support and the achievement of customer satisfaction and client satisfaction • Ensure that all service delivery aspects of SOW are supported, adhered to and achieved. • Suggest new concepts for development and take part in their testing/implementation/follow-up. • Actively work to improve the current working procedures and forward suggestions to the senior management. • Report resource shortages that jeopardize the project goal, with regard to lead-time, quality and cost. • Monthly staffing and financial forecast responsibility. • Ensure that all direct reports have SMART Objectives aligned to the needs of the business.
Head of Training and Quality Assurance Department, managing 6 Quality Analysts, 2 Technical Trainers and 1 Language & Communication Trainer for an account with more than 100 employees (a 2nd country added in December 2015). Key responsibilities: • Primary point of contact for the client (global leader in consumer electronics) for Quality Assurance and Training Management. • Development and implementation of the Quality and Training process. • Development and implementation of action plans and strategies targeting contractual KPI's, improvement of customer satisfaction and specific business needs. • Monitor professional development for the direct reports and set individual development goals.
Cultural analysis and reporting. Planning and delivery of communication skills training. Planning and development of educational activities on Spanish language and Spanish culture for employees.
Identification, analysis, reporting and eventual resolution of possible customer service and technical knowledge issues from quality assurance perspective.
History researcher and teaching assistant. Member of the organizational staff of the research group CEFID-UAB (Center for Studies of the Francoist Era and Democracy).
Technical support in audiovisual resources for teaching.