Maria Madrazo

Experience

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  Hewlett Packard Enterprise

  Mar 2004 - Aug 2021

  - Iberia Team Leader, in charge of Customer Experience training and contact with major customers - Acting people manager for Northern and Southern Europe, managing strategy changes of the company and the policy change of our department- Responsible for expanding Customer Experience culture inside the Spanish offices, coordinating events and customer contact- ISO 9001 and ISO 27001 (Information Security Management System) Internal auditor (auditing EMEA processes and Spanish and French sites) Show less - Evaluating the satisfaction of customers of large accounts with our company- Developing action plans to modify problems or situations that create dissatisfaction within the clients. Work with big Customers (Telephonic, Retail, Banking, Energy)- Expanding the culture of Customer Experience within HP.- Collaborating and working on projects with Lean Six Sigma methodology (Green Belt Certification and Black Belt Course)- Assisting in internal and external audits, process evaluation, and compliance of Iso standards- Helping in the certification of the company in different external evaluations. Show less

  • Sales Strategy and Planning

    Mar 2019 - Aug 2021

  • Customer Experience & Quality Leader Iberia

    Nov 2015 - Feb 2019

  • Total Customer Experience and Quality leader

    Nov 2009 - Nov 2015

  • ISS Sales Specialist

    Mar 2008 - Nov 2009

  • Inside Sales

    Mar 2006 - Mar 2008

  • Commercial Technical Support

    Mar 2004 - Mar 2006
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  Esker Ibérica

  Sept 2021 - now

  Customer Experience Manager

  Customer Experience Manager in Esker Ibérica leading a team that applies CX principles to all customer journey touch points within the organization, ensuring our customers are understood, valued, and engaged. Responsible for measurement, planning, and implementing the Customer Experience, building and developing the Customer Experience Spanish team and connecting with Esker Global CX Teams. Key Responsibilities:•Deliver the business activities of the ‘Customer Experience’ program •Collaborate with all departments involved in customer journey team to drive user satisfaction•Liaise with Sales teams and Engineers to provide feedback and review any opportunities or challenges with customers•Recruit, manage and mentor the CX team•Manage a team that provides onsite and remote end user training sessions, and that Supports and coaches end users, enabling the optimal use of the functionality of the solution•Identify, with the help of my team, business process changes and solution configuration changes to optimize Esker solutions' value to key customers and partners Show less