Roberto Marin

Experience

• 

  Hp

  May 2008 - now

  Project Coordinator for HP MPS contact center HP IncSecondary role from October 2016In charge of manage and control operational metrics including the Total Customer Experience which is the Net Promoter Score for the organizations. I work as a liaison for the organization stakeholder, helping the Pursuit and Delivery organization to implement new services for example I am the A3 support focal in the contact center for the dMPS and cMPS (Premier Partner) business support, I have worked in the implementation of the A3 cMPS support structure also in all the special actions required after A3 launch during this year.I worked in the deployment of the American Airlines support model, this was an important action for the win of the AA contract in the beginning of this yearBesides that, I provide follow up to organization NON TCOW and RCOW budget to ensure we keep the number in good shape and to ensure the budget is correctly allocated to different cost centresSupervisor for HP MPS contact center Manage a group of employees with a ratio of 25 – 30 from entry level to specialistEnsure that the team is meeting or exceeding all Operational Metrics targets Employee engagement – 84% according to result in the last surveyEffective utilization of resources and cost reduction. Effective liaison between customer and internal departments. Data analysis. Customer handling including escalations.Facilitate solutions to customer issues. Adhere to business processes and guidelines. Process analysis and improvement. Metric analysis. Management information reporting. Solve unresolved customer issues. Cross-train and back up other customer service managers. Couch staff on operating procedures and company services. Control and usage of team budget Mostrar menos

  • AMS MPS outlook manager

    Jan 2021 - now

  • Business Manager / Analyst

    Mar 2018 - Jul 2021

  • Supervisor / Project cordinator

    Oct 2014 - Mar 2018

  • Team Lead

    Jan 2012 - Oct 2014

  • Technical Support Analyst

    May 2008 - May 2012