Guillermo AZNARAN

En résumé

- 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 lucent
Centre d'appels
Gestion de la relation clientèle
Lean Six Sigma
Relation clientèle
Service clientèle
Six Sigma
Service client
Développement commercial


  • 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