Juan José Sánchez Mayán

First National Player within health care insurance now owned by La Caixa - SegurCaixa, first in live insurance third considering all types of insurance

Within Customer Service Direction for Residential Mobile Customers, (about 9 MM), responsibility in voluntary suspension, Retention and Loyalty operations. 1x1 Campaigns. Marketing and Customer portfolio transversal Coordination. Also in charge of several transversal Projects like: customer web area rebranding, eCare/WSS, NeXT Portal, Knowledge Management, Scripting, CRM & member acquisitions € 14.4 MM budget managed . 2 from 3 Customers retained. 2007 RSI = + 1,05 (78,5% of Customer Satisfaction)

Resposible for Customer Care Operations and Processes (BPO) in Contact Centre Transversal coordination about processes to apply in Customer Operations with other departments: Marketing, Billing, Risk, Fraud & Revenue Assurance, Tech & Network... 1st Award Call Center Excellence 2003; IFAES, IZO System, AECCC. Best Practices coordination within EMEA / South Europe Region. Page 2 Launch & start up fixed line, Internet dial-up & ADSL for Spain A headhunter propose me to join Amena / Orange new project

Business Solutions in automatic selfcare with natural language Technology & Voice Portals. Presales Consultancy start up development. Customer Service & Contact Centres Solutions. Clients / Projects: TPI, Telefónica, Línea Directa, Direct Seguros, IBVA, Sanitas, Bankinter, BBVA, Caixa, RACC, Iberia, SEUR, Tesorería General de la Seguridad Social. wap portals... As since the beginnig it was only a start up help agreed with owners, a headhunter calls me to join Tele2 Spain start up team

Startup of the company. Fully Management and creation of new CRM / Contact Centre / BPO LoB for the group: Pro&Sales Telemarketing. Design, build, develop and launching functions. Managing Director, assuming the responsability for Operations, Sales and Executive. Site dimension: 450 positions at Contact Centre. Consultant for the group in New Technologies. Clients: Citibank, American Express, Race, Atesa, Airtel, Motorola, Seur, Cámara de Comercio Madrid, Opening School. Own business volume: € 4 MM

KAM / Project & Business Manager Call Centre - CRM & BPO Services within INMARK Group € 1,2 MM / year of volume creation / managed Citibank Telemarketing Acquisition Channel start up for Spain and helped to other countries start up. This Client, Citibank, introduced me to Prosales Owners in order to create and start up Prosales Telemarketing.

Management Consultancy within CP Group. (Now Getronics). 2.200 employees in Spain and € 72 MM of business volume. Commercial actions development within the group (5 business areas). Mailing, Telemarketing (high level leads generation for directors and managers), Conferences arrangement... DataBase creation and management. Launching support for new sites / offices / business: Lisbon, Bilbao, Valencia & Barcelona An owner of CP Consultores goes to Inmark and calls me to start up Taskphone

CRM & BPO Services inside Telefonica Group (ESTRATEL) From CSR / Agent to Team Leader and Coordinator. Campaings Management, from briefing with Client, script elaboration, CSR hire & training to service KPI control, supervising and improvement action plans detection & ejecution. Inbound & Outbound Campaings. Clients: Helpdesk CSU Telefónica, INE, 098, Ibertex, TV Shop, Financial Companies, Services One o these Clients, CP Consultores, propose me to work with them 2develop as well for Spain & after EMEA

360º evaluation. 2006 Liderazgo y Creación de Valor. 2006 Equilibrio Personal y Gestión del estrés. Mario Alonso Puig). 2007 Gestión y Desarrollo de Colaboradores. Pilar Gómez-Acebo). 2007 Personal Coaching. 2007

Contact Center Operations European Master

e-Commerce, eShop, Marketing en la Red.