Miguel Santolaya

Full responsability and accountability on Service department. Responsible for achieving an excellent After-Sale Service towards customers Full budget responsibility with regards to Service department. Operational management of the local service partners and call centres, and tracking of their performances.

Phone and web sales manager and Quality and Customer Satisfaction responsible . Single point of contact towards the customer HP IPG CSO Sales organization. Multi-department Project coordination (IT – RRHH- OPS). P&P creation and control. Responsible for incentive model and reporting system.

KPI monitoring to ensure service level adherence. Customer Satisfaction monitoring to identify deviations with sufficient time not to impact key drivers. EMEA projects participation and lead. Functional requirements creation for CRM application