Coré Mañas Xoubanova

As a Quality Coach for Spain, Portugal & France I took care of the following:

• Quality Assurance.
• KPI Management.
• Focus on SR audits customer communication and process
  es.
• Backlog management.
• Coaching / Mentoring.
• Incident-based feedback.
• Provide feedback to managers
• Best Practices Lead.
• Process Implementation & Tool Adaption.
• Ensure the best customer journey in real time.
• Intelligence Gathering / post mortem analysis
• Participate in interview process of new hires

The Emerging Markets team was a virtual team located across EMA, France, Germany, Ireland and Morocco.

During the the first years in the team I was in charge of the Middle East Exclusively pending the service was fully implemented in Casablanca. After that I took over the Hebrew and Central Eastearn European countries, manging:

• Quality Assurance
  
• KPI Management
  
• Focus on SR audits customer communication, and process
  
• Backlog management
  
• Coaching
  
• Incident-based feedback
  
• Provide feedback to managers
  
• Best Practice Leads
  
• Process Implementation/ Tool Adaption
  
• Customer journey real time intervention (Celonis)
  
• TTC Intervention
  
• Intelligence Gathering / post mortem analysis
  
• Participate in interview process of new hires
  

As the EM teams was in need of a senior agent I move to this team as a Senior Technician and Technical Mentor, first for the server team and later on January 2013 for the High Complexity Team.

• Resolving customer-reported issues in English for the Emerging Markets team while working closely with other multi-functional teams and colleagues located through the EMEA Region.
• Providing feedback to Engineering for improving product quality and reliability.
• Determining priority levels while negotiating and setting expectations with customers
• Documenting relevant information and ensuring that the customer is communicated with in a timely manner and treated with the highest degree of respect.
• Driving operational excellence through quality closures and proper escalation of issues.

Technical support engineer for Spain, first for the Basic team, later on for the ProSupport team and always focused in Customer Experience, I've participated too in several teams to improve the CE results moving from 94% to 96.30% across EMEA, for that project I obtain a Yello Belt for Customer Experience Improvement

• Resolving customer-reported issues in English for the Emerging Markets team while working closely with other multi-functional teams and colleagues located through the EMEA Region.

• Providing feedback to Engineering for improving product quality and reliability.

• Determining priority levels while negotiating and setting expectations with customers

• Documenting relevant information and ensuring that the customer is communicated with in a timely manner and treated with the highest degree of respect.

• Driving operational excellence through quality closures and proper escalation of issues.

In charge of the IT department of several companies, Frontia, Destinos Asiáticos and a delegation of Mitsubishi Corporation called Mitsubishi España in Madrid, Barcelona and Lisbon.

During these years I've also perform as a IT consultant for the Japanese travellers in Madrid

In charge of the sales and IT of an company specialized in the management of the IT infrastructure for the tourism sector in Madrid, Spain.