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(Mis à jour 2020-01-21)Customer Engagement and CC Consulatnt
Pinto, España
Natif Spanish, Portuguese, Courant English
- +10 años de experiencia en gestión de proyectos
- +10 años de experiencia en definición de modelos de atención al cliente
- +10 años de experiencia en Contact Center
Compétences (10)
SALES SPECIALIST
IVR
SALES REPRESENTATIVE
BUSINESS CONSULTING
CTI
TELCO
CONTACT CENTRE
GENESYS
BUSINESS DEVELOPMENT
AVAYA
Expérience professionnelle
2007-01 - Actuel
defining architectures and solutions for companies belonging large and key customers segment, and accomplishing the offer. (Bankinter, Endesa, Gas Natural, Iberdrola, Banco Santander, BBVA, Liberty Seguros, etc.)
2017-03 - Actuel
All my activities are developed through Cxone Consulting S.L., a company created by me and of which I am the owner.
Currently, I develop three distinct business lines:
Sales representative and business development of foreign companies for multinational companies
with Headquarter in Spain:
- Sixbell. Partner (Genesys, Nuance, Verint, Avaya) and TELCO product development company
in Chile, Peru, Colombia, Mexico, El Salvador, and Brazil.
- Virtual Hold Technologies. North American manufacturer of Callback and Process
Orchestration products for Customer Journey and Customer Experience.
Business Development for Contact Center technologies with Spanish companies:
- Callware. Business development of Anywhere365, multi-channel Contact Center product
based on Office 365 and Five9.
- Afiniti. Business development for large customers.
Consulting and advisory services.
- Soler&Palau. Analysis and definition of the customer service model on Contact Center
technology
- Iberia. Definition of the customer service model and technology platform for high-value
customer service (Platinium and Gold). AS IS-TO BE- Roadmap
- EOS Spain. Review of customer service platform and business processes, recommendation of transformation of the customer service model.
- Cemex. Selection process of Contact Center technology at global level, product
evaluation, test plan development, definition of the customer service model, transition
plan.
- Bankinter. Definition of BankinterCard Customer Service model (AS IS-TO BE- Roadmap).
Tech Advisor for Bankinter in customer service technologies.
2016-01 - 2017-03
2012-01 - 2016-12
Responsible for CCaaS product definition for LATAM Telefonica Enterprise markets. Design of RFP
adjudication to vendor (definition of Business Case, training programs in countries, marketing
model, market analysis and opportunity in each of the countries, implementation schedule and product availability ), and selection of Global vendor.
Expert in ToIP. UC, Contact Center and CTI solutions (Avaya, Genesys, Interactive Intelligence),
Project Manager and Consultant, developing hosted Contact Center platforms for Telefonica LATAM
(BBVA, Mapfre, Diners, BCP, Porto Seguro, etc.). Business consulting to define models of care with
our customer contact center solutions in our cloud, and advising clients on best practices and success stories.
2013-05 - 2014-10
telecare solutions, Medical Appointment Scheduling systems, HIS-RIS-PACS, ERP management, and CAD Solutions for 112/911 services.
Located in Sao Paulo between May 2013 and October 2014, pushing these new businesses locally to LATAM markets.
2005-06 - 2011-12
2007-01 - 2007-01
2006-01 - 2006-01
2006-01 - 2006-01
2006-01 - 2006-01
2003-01 - 2005-06
2005-01 - 2005-01
- Iberia (Call Center Iberia Plus, 2005)
2005-01 - 2005-01
2000-10 - 2003-01
Spain.
- Installation CPSA services for Medi Telecom in Casablanca (Morocco).
1998-06 - 2000-10
2000-01 - 2000-01
- Intelligent Peripheral node installations for mobile prepaid services (IP's) in Munich (Germany),
for QUAM.
- SDP (Service Data Point) Prepaid DataBase Installation in Mexico for Telefonica Moviles Mexico.
1993-02 - 1998-06
Parcours scolaire
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1990-01 - 1992-01
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