Nicolás Luque

Experience

• 

  SELLBYTEL Group Spain

  Dec 2012 - Feb 2019

  Overseeing the operations of a 300+ employees of one of the company's key programs, giving support to EMEA and LATAM regions in 11 languages. Overseeing all quality and training processes for the project, supporting two sites: Barcelona (Spain) and Nuremberg (Germany). Manage both Quality and Training programs for both sites. Training & On-boading Manager for a large technological company that develops portable devices and computers, offering lifestyle solutions for their customers. Team Size: 15-20 advisors

  • Program Manager

    May 2018 - Feb 2019

  • Quality Assurance Manager

    Aug 2017 - May 2018

  • Training & On-boarding Manager

    Dec 2015 - Sept 2017

  • Supervisor

    Jul 2014 - Nov 2015

  • Coach

    Dec 2012 - Jul 2014
• 

  Webhelp

  Feb 2019 - May 2023

  Responsible of the B2C accounts for one of our key global clients, a technological company that manufactures devices, operating systems and a wide range of services. Our operations cover LATAM, EMEA and APAC support through physical sites functioning as multilingual hubs and home based employees.Main tasks:- Standardization of operations across all locations.- Ensuring all sites are compliant with Statements of Work.- P&L control- Collaboration on commercial tasks, new business development and vendor innovation. Achievements: - Successful implementation of Global Governance Model, integrating 5 accounts under one Global team. - Successful transition of servicies to two new locations (nearshoring and offshoring) without service disruption. - Portfolio revenue increased by +67% from 2021 to 2023 (Budget). Show less

  • Global Program Director

    Jan 2021 - May 2023

  • Program Director

    Feb 2019 - Jan 2021
• 

  Concentrix

  May 2023 - now

  Associate Director, Global Account Management

  Responsible of managing the client relationship, ensuring the success of the strategic business goals.Main tasks:- Ensuring the appropriate account governance - Responsible for the overall operating strategy of the client- Ensuring that financial and operational performance goals are met and optimized on a Group basis- Responsible for identifying opportunities to up-sell, cross-sell, new GEOs and whitespace- Providing direction and inspiring the relevant Operational Teams to effectively deliver key client outcomes and achieve market-leading client satisfaction in line with the contractual obligations (good understanding of KPIs and client expectations)- Leading pricing/commercial negotiations and contracts Show less