Greater Barcelona Metropolitan Area
I am an End User Computing services and SaaS Customer Experience specialist with 17 years of experience working within global multinational environment and customers. I have a strong understanding and experience of the delivery, improvement & management of End User Computing services, including SaaS Customer Experience team, IT Service Desk, Onsite & Infrastructure services. I have years of experience in developing service management ITSM systems and processes (Remedy, Jira, ServiceNow), with strong knowledge & working experience in ITIL Methodologies. I am expert in building & managing multi-national virtual teams with objectives to improve SLAs/KPIs, to drive Continuous Service Improvement and Customer Experience, to manage Customer relationships at senior level, to comply with contractual quality & compliance requirements and to optimise processes & tools to deliver services.
Customers are at the heart of everything I do, and as the Head of Account Management at Rods&Cones, I'm excited to combine my vast operational skills and experiences from the last 3 years with focus on Customer retention and growth going forward. Understanding our customers and their businesses, listening to them and taking feedback on-board and acting upon it, is my strength and mantra for every day at work. To see customers achieving and exceeding their goals drives me every day to exceed at what I'm doing to help them. My experience in leadership and team development roles helps me to empower account management professionals to exceed their targets and to deliver world-class service to all our customers in our mission to enable them to "see more, do more & tech more" in the Healthcare industry.
Global Delivery Lead responsible for delivery of End User Computing Onsite Services for multinational customer of +130k employees in 3 regions and 100+ countries. Accountable for service delivery against contractual Service Levels and KPIs, for Continuous Service Improvements driving cost efficiency, quality and customer satisfaction and for Team management & leadership for +200 people across the globe.
IT Service Desk / Onsite Services Operations Manager role with focus on Customer Experience improvement for multinational customers of +75k employees across 3 different regions. Day to day responsibility of improving and implementing processes, tools, reporting and training supporting the IT delivery teams for achieving contractual Service Levels and delivering excellent Customer Experience. SLA management, Change management, People management, Project management, Customer Relationship management.