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.
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.
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
