Paula González Álvarez

-Ensure adherence to processes and procedures. -Grant compliance of the SLAs. - Provide service leadership to the account; provide expert input and direction regarding the Customer Experience service. - Manage customer satisfaction by applying contractual knowledge to set and effectively manage customer expectations. - Monitor, assess and communicate operational and financial performance of the service. - Provide input to the continuous improvement of the CE service.

Same duties as in EMEA Service Request Deputy Lead plus the following ones: 1. Manage service related escalations; identify and address root cause 2. Provide service leadership to the account 3. Manage customer satisfaction by applying contractual knowledge to set and effectively manage customer expectations 4. Monitor, assess and communicate operational and financial performance of the service. 5. Provide input to the continuous improvement of the SR service

1. Coordinate the EMEA SR team to ensure the service is provided within the SLAs. 2. Train the EMEA SR Team and assist them when they have queries. 3. Creation and amendments of reports and documentation. 4. Customer care. 5. Escalation management. 6. Tool and process improvement. 7. Assistance to the management. 8. SR point of contact for the clients.

1. Customer care. 2. Incident management. 3. Escalation management. 4. Coordinate resolver groups – including organization of CWT. 5. Severities follow-up. 6. Multi-user ticket management, 7. RKM improvement. 8. VIP/Gold users’ list management. 9. Tool and process improvement. 10. SLA scrubbing.