Ibán Fernández Rodríguez

Establish an after sales service policy. Secure a local after sales service strategy according to particular needs of different regions and dealers. Renegotiate the contracts’ terms Improve the quality of the services (TAT, multiple returns, reporting), Improve the quality of customers’ interactions, Improve the satisfaction of Customers by agreeing on a definite contract terms Audit of the current processes, organisation, the services, the results, or of the subcontractors, improvement plans.

Working as a implant on Jazztel Telecom, firstly as a technician later as a trainer and coordinator of the "CAT Nivel 2" (Technical Assistance Center Level 2), where technical support for end customers was provided via telephone. My duties were wide, from developing diagnosis procedures, to train technicians (both remote and on-site technicians), to coordinate the work with contracted partners, also report and achivement of the KPI.