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Guillermo AZNARAN

En résumé

SKILLS
- Project Manager reporting to the Corporate Management

- Internal Audit support quality

- Redesign the Business performance indicators BtoC

- Writing the manual of After-Sales service procedures

- Communication on the overall approach of Customer focused

- Maintaining productive assessment of teams (response rate, number of claims processed)

- Compliance of qualitative indicators

Mes compétences :
Alcatel
Alcatel lucent
Centre d'appels
Cisco
Gestion de la relation clientèle
Lean
Lean Six Sigma
Oracle
Relation clientèle
Saas
Service clientèle
Siebel
Six Sigma
Service client
Développement commercial
Management
Vente

Entreprises

  • Christian Bernard Group - Chef d'Equipe Service Clientèle

    2015 - maintenant Animateur de l'équipe "Front Office" du Service Clients - Participant activement à la Gestion de la Relation clients, à l'optimisation des process et au développement commercial.
  • Groupe ESSO - Responsable Pôle Commerciale (CDG) Front Office

    2011 - 2015 Elaboration des tableaux de bords commerciaux (macro et TCD) - Création des nouveaux indicateurs de performance - Prospection Commerciale (BtoB) - Campagne SMS (BtoC) Suivi et Pilotage de l'activté commerciale - Création des supports de formation et scripts
  • TravelFactory - Responsable SAV-Qualité

    Clichy 2009 - 2011 - Project Manager reporting to the Managing Board

    - Managed a team of 7 Elaborated reporting tools
    - Creating a Business Objects Database

    - Definition of performance indicators in accordance with the requirements of the NF 345 form

    - Team training on new products Allocation of tasks between employees

    - Relay information and messages between Direction and staff

    - Development of reporting tools adapted to After Sale Department Main interlocutor VIP partners
  • Mondial Assistance - Responsable de Groupe

    PARIS 2008 - 2008 - Stimulating the productivity of the team

    - Managed a team of 10

    - In charge of daily debriefing

    - Control automotive service
  • Européenne d'assurances - Responsable Service Clientèle

    2005 - 2008 - Creating reporting tables

    - Managed a team of 7

    - Analysis of internal management and suggestion to improve procedures

    - Reorganization of department activities
  • Européenne d'Assurances - Rédacteur Sinistres

    2003 - 2004
  • Mutuaide Assistance - Chargé d'assistance

    Bry-sur-Marne 2003 - 2004

Formations

Réseau