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Augusto Carracedo

Telesales, Indirect Digital Channels & Commercial Excellence Manager en Viesgo

Augusto Carracedo
49 years old
Rosario Argentina
Professional Status
Employed
Available
About Me
Solid management experience leading successful teams in the Utilities, Insurance and financial services industry.

Highly motivated person, dynamic and non reluctant to change, creative and major contributor to successful business changes, strongly goals oriented and with excellent leadership and motivational skills.
Resume created on DoYouBuzz
  • Telesales & Indirect Digital Sales
    • 260 FTEs in 7 Telesales Platforms
    • 80.000 Annual Sales Res & SME
    • Business contribution focusing on value generation (NPV, margin, CTA) & sales quality (NPS, cancelations, early churn)
    • Sales process innovation to maximize value
    • Continuous adaptation to new regulatory contexts (new GDPR, SIPS, Energy Regulation).
    • Smart leads generation to maximize value of potential customers
  • Commercial Excellence
    • Responsible of Quality Assurance in Acquisition Channels: Mobile, Telesales, Internet, Partners.
    • Definition and Sales Quality Strategy implementation
    • Definition and monitoring sales efficiency indicators (KPIs), through continue analysis of sales and marketing processes.
    • Definition and management of transformation programs in or order to improve KPIS.
    • Implementation of best practices of main sectors: Utilities, Telco, Financial Services & Insurances.
    • Responsible of anti-fraud policies in sales channels.
    • Launch an eLearning platform across all multichannel agencies to ensure consistent sales approaches
    • Ensure sales quality in the commercial approach introducing Third Parties Verification (VPT) in the first touchpoint with potential customers
  • Salesforce & Sales Mobility
    • Responsible of defining, managing and maintaining sales applications
    • Definition and deployment of Mobility Sales App
    • Functional support and sales process definition
    • Definition and Sales Process Management in SalesForce
  • Responsible of Quality Assurance in Acquisition Channels: Mobile, Telesales, Internet, Partners.
    Define and implement Sales Quality Strategy.
    Define and lead sales efficiency indicators (KPIs), through continue analysis of sales and marketing processes.
    Define and manage transformation projects in or order to improve KPIS.
    Implement best practices of main sectors: Utilities, Telco, Financial Services & Insurances.
    Create the mechanisms and processes to capture, analyze and use market level data to better understand the current competitive environment.
    Identify growth opportunities and new customer targets, and create value propositions to support and build competitive advantage in co-operation with marketing and sales teams.
    Responsible for anti-fraud policies in sales channels.
    Define and implement tools to improve approval ratios and times of business processes.
  • Responsible of multichannel customer care: Phone, Web, E-mail, Fax, Commercial & Franchised Offices
    Operational management and quality assurance to improve customer satisfaction
    Involved in the development of the annual sales plan via inbound contacts
    Costs optimization with new suppliers
    Supervision of Cost to Serve, aligned with annual budgets
    Responsible of retention and loyalty campaigns via outbound contacts
    Actively participate and drive strategic dialogue with Service Providers via Weekly, Monthly & Quarterly Business Review.
  • Responsible of multichannel customer care center: Phone, Web, E-mail, Fax.
    Operative Management and Quality Assurance
    Sales generation via inbound contacts
    Involved in datawarehouse development
    Actively participate and drive strategic dialogue with Service Providers via Weekly, Monthly & Quarterly Business Review.
    250 workstations
  • LOB´s: Telesales, Collections & Market Research
    Reporting to TP General Manager
    Ensure a strong, regular relationship with senior-level client management.
    Ensure an accurate assessment of client satisfaction at all times.
    Fully familiar with all assigned client programs within the scope of industry contact strategies; product / offering; economic model; competitive scenario as well as the client's standards.
    Actively participate and drive strategic dialogue with clients via Monthly & Quarterly Business Review.
    Daily review & planning meetings
    Determine revenue/production hours projections
    Generation of New Business with Sales Department
    Volume of portfolio: 33.000.000 €
    Main Sectors: Financial Services, Insurances, Utilities & Telco.
    Major Accounts Domestic and Off Shore: Barclays, Barclaycard, AON, ADMS , Alico, Genworth, Banesto, BANKINTER, BBVA, Bank of America, Sanitas, Popular-e.com, Cardif, Madrid Leasing, Finanmadrid, Yell Publicidad, Endesa, Tele2, R Cable, Gas Natural, Iberdrola, Eon, CESCE, Helvetia, AXA, Generali.
  • LOB Manager, Telesales
    Main Sectors: Financial Services, Insurances, Utilities & Telco.
    Reporting to TP COO
    Volume of portfolio: 26.000.000 € - 1.300 employees manage.
    Key marketed products: Credit Cards, Personal loan, Personal Accident Insurance, Current account, BTS , PPP, PPI, CPP.
    Channels managed: Out Bound, In Bound Telemarketing, Mail, Internet, Courier, Task Force, MGM, SMS.
    Major Accounts Domestic and Off Shore: Barclays, Barclaycard, AON, ADMS , AIG, Banesto, BANKINTER; Santander Insurance, MBNA, Sanitas, Popular-e.com, Cardif, SA NOSTRA, Banco Sygma, Endesa, Tele2, R Cable, Gas Natural, Iberdrola, Eon, CESCE, Helvetia, Caja Duero.
  • Reporting to TP COO
    Volume of portfolio: 17.000.000 €
    Major Accounts; Key marketed products: Credit Cards, Personal loan, Personal Accident Insurance, Current account, BTS , PPP, PPI, CPP.
    Channels managed: Out Bound, In Bound Telemarketing, Mail, Internet, Courier, Task Force, MGM, SMS.; Company: Teleperformance Spain
    Reporting to TP COO
    Volume of portfolio: 3.000.000 €
    Generation of New Business with Sales Department
  • Company: Teleperformance Spain
    Volume of portfolio: 1.900.000 €