Mathieu Acin-Tallier

Departamento: Estrategia, Delivery of quality and innovative complaint processes and skills to the teams, escalation skills and processes to the front line. Work with Service Analysis and Strategy to develop meaningful and dynamic approaches on QA and CSAT. Delivery of re-engineered core processes throughout Consumer Banking through Lean Sigma, enabling the business to deliver excellent service to its customers.

Departamento: Marketing - Comunicación, Design Call Centre strategy assessing technologies and suppliers to build a virtual contact centre based on multi-lingual, multi-site needs. (this includes assessing vendors, internal resources, and available technology to build project plan and drive changes throughout the business) Process Mapping to ensure proper QA systems are in place, and full complaint and retention handling management (phone, mail and email) Start-up of Lycatel Group BPO in Chennai (headcount

Departamento: Otro, Manage all customer contact centre activities across all European centres (Spain, Holland, France and UK Headcount 250+) Complete re-design of the complaints management system to a more dynamic multimedia CRM system that enabled a single view throughout the company. Project Manager for the assessment and roll-out of accounts management tool integrated to the CRM system. Project management for different commercial and operational changes (i.e.: booking process, pre-booking meals

Marketing estrategico y alta gerencia