David Reyes
Customer Service Management E-commerce
(Trilingual Spanish - French - English)
With experience in large Customer Service departments with dynamic companies, I am accustomed to high-stress environments managing multiple tasks. Because of this, being proactive and flexible in decision making forms an integral part of my daily work experience. My experience with three leading e-commerce companies serves as a testament to this assertion.
My greatest professional satisfaction comes from project management and the coordination of highly motivated teams.
Specialties
Motivation, Team building, Coordination, Projects, Best practices, International
58 contacts2010 - 2011Reporting directly to the Global CS Manager:
-Manager Coordination in ‘Emea’ (Italy, Spain) and ‘Latam’ (Mexico, Peru, Columbia, Brazil, Chile, Argentina) countries.
-Global CS strategy development (following ‘best practice’, bettering operations, and creating global processes).
- Selecting agents and managers for international teams.
- Direct management of the Argentine team and providing back-up management support for all other teams in case of need.
- Implementing the new ‘Assistly’ ticketing system (training documents, training sessions, system tailoring for individual countries).
-Back-up assistance in case of Global CS Manager absence.
-New Support Center: Conceptualization and development of a support center based on dynamic knowledge for the 8 previously mentioned countries. We were the first social buying website to implement such support, immediately reducing inbound mail contacts by more than 30%. An example from Spain: http://es.help.groupalia.com/
2006 - 2006Baraka propose aux réseaux Institutionnels, organismes gouvernementaux, Chambres de Commerces d'optimiser sa prospection, connaissance, introduction et commercialisation d'entreprises et ses produits sur différents marchés et segments.
Recherche de nouveaux prospects (2000 nouveaux contacts d'entreprises et sociétés; prospection et présentation du produit).
2005 - 2006Société:
La Fondation Casal de Sords de Barcelona, fondation privée non gouvernementale de plus de 90 ans dont le but est de veiller à la diffusion et à la défense de la culture des sourds et malentendants via la vente et la commercialisation de cours spécialisés.
Missions et réalisations:
- Commercial : - Commercialisation de l’ensemble des produits didactiques de la Fondation auprès de particuliers et professionnels - Prospection auprès des principaux groupes et grandes enseignes d’Espagne (El Corte Inglés, Fnac, AlCampo, Telefónica, Mango, etc.) dans le but de mettre en place des partenariats.
- Chargé de Communication : - Marketing et Publicité : communiqués de presse, mailing B to B, - interprétation en langue de signes.