Mariela Marsuratti
Customer Processes Manager at Adamo Telecom Iberia S.A.U.- Claim this Profile
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Bio
Francisco Liguori
Mariela is a true proffessional, proactive and enthusiastic 100% of the time. Mariela is a dynamic Manager who quickly grasps a concept and makes things happen. She has excellent communication and interpersonal skills and is an asset to any team.
LinkedIn User
Mariela es una experta en la norma COPC y VMO. Tiene un amplio conocimiento del manejo de los centros de contacto y como lograr eficiencia en los mismos. Durante su labor como consultora en Codetel, Republica Dominicana fue una pieza clave y fundamental en la implementacion del modelo de Workforce Management y del establecimiento del departamento de Calidad en el centro de contacto en Kingston, Jamaica. Es orientada a resultados, dinamica, positiva y muy comprometida a la mejorar sostenida de los procesos en los cuales trabaja.
Francisco Liguori
Mariela is a true proffessional, proactive and enthusiastic 100% of the time. Mariela is a dynamic Manager who quickly grasps a concept and makes things happen. She has excellent communication and interpersonal skills and is an asset to any team.
LinkedIn User
Mariela es una experta en la norma COPC y VMO. Tiene un amplio conocimiento del manejo de los centros de contacto y como lograr eficiencia en los mismos. Durante su labor como consultora en Codetel, Republica Dominicana fue una pieza clave y fundamental en la implementacion del modelo de Workforce Management y del establecimiento del departamento de Calidad en el centro de contacto en Kingston, Jamaica. Es orientada a resultados, dinamica, positiva y muy comprometida a la mejorar sostenida de los procesos en los cuales trabaja.
Francisco Liguori
Mariela is a true proffessional, proactive and enthusiastic 100% of the time. Mariela is a dynamic Manager who quickly grasps a concept and makes things happen. She has excellent communication and interpersonal skills and is an asset to any team.
LinkedIn User
Mariela es una experta en la norma COPC y VMO. Tiene un amplio conocimiento del manejo de los centros de contacto y como lograr eficiencia en los mismos. Durante su labor como consultora en Codetel, Republica Dominicana fue una pieza clave y fundamental en la implementacion del modelo de Workforce Management y del establecimiento del departamento de Calidad en el centro de contacto en Kingston, Jamaica. Es orientada a resultados, dinamica, positiva y muy comprometida a la mejorar sostenida de los procesos en los cuales trabaja.
Francisco Liguori
Mariela is a true proffessional, proactive and enthusiastic 100% of the time. Mariela is a dynamic Manager who quickly grasps a concept and makes things happen. She has excellent communication and interpersonal skills and is an asset to any team.
LinkedIn User
Mariela es una experta en la norma COPC y VMO. Tiene un amplio conocimiento del manejo de los centros de contacto y como lograr eficiencia en los mismos. Durante su labor como consultora en Codetel, Republica Dominicana fue una pieza clave y fundamental en la implementacion del modelo de Workforce Management y del establecimiento del departamento de Calidad en el centro de contacto en Kingston, Jamaica. Es orientada a resultados, dinamica, positiva y muy comprometida a la mejorar sostenida de los procesos en los cuales trabaja.
Credentials
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CX Strategy and Design
RMIT UniversityJun, 2019- Nov, 2024
Experience
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Adamo Telecom Iberia S.A.U.
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Spain
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Telecommunications
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200 - 300 Employee
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Customer Processes Manager
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Oct 2020 - Present
Lead and manage 4 key departments in Customer Operations with the assistance of 4 lower-level managers. Responsibilities include: Product and Service Configuration:- New product implementation. Design and implement loyalty campaigns. Update and simplify product catalogue. Operational Excellence:- Operational processes: Review and define operational processes, Best practice models, Customer Journey and Experience, Communications. Confluence implemented.- Training: documentation, training for internal operation and the train the trainers for vendors. - Quality Assurance: Quality process strategy, execution and reporting, Continuous Improvement initiatives at agent and process levels.- New services, tools, systems, initiatives: Project definition and delivery. JIRAContinuous Improvement & Business Intelligence: - Map, Review and Redesign E2E customer processes: Customer process review and optimization.- Set the KPIs and goals: define the key performance indicators for every key customer process for delivering a quick, accurate and cost-effective customer service. Set the goals and assure Integrity of the data. - Design and update daily, weekly, monthly reporting and dashboards. Power BI and Agile. - Root cause analysis of operational and customer data. Define the improvement action plans and follow-up. - Lead daily, weekly and monthly management meetings with in-house team leaders and vendors. BackOffice:- Management of general queries, billing claims, provisioning and portability processes. RPA UiPath Implementations.
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Senior Management Consultant and Performance and Standards Auditor
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Jan 2014 - Oct 2020
Audit Leader - Analyse and prepare detailed reports on performance management systems including processes, structure, job descriptions, Key Performance Indicators (KPIs), and people performance. - Complete Audits with a focus on CX, Operations and Human Resources, with analysis of customer experience metrics and optimization of performance efficiency.Implementation Lead for Improvement Action Plans and Project Management- Design the project to develop a performance management system and support its implementation focused on improving customer experience metrics and operational efficiency.- Support for implementation of CRM (Salesforce) and VOIP technology (Tecnovoz) and Digital Business Transformation.- Design and develop KPI scorecards, performance goals and reporting systems. - Define job descriptions including: roles, tasks, processes and KPIs for all key customer-related personnel. - Design business and human resources processes and trained staff on the new performance management system.- Led meetings to follow up progress on both the project generally and the performance of the main KPIs.Training and Support for Performance Improvement- Train and coach management staff on Six Sigma methodology (continuous improvement approach); and leadership in business processes and performance improvement projects. - Support the development and implementation of processes such as workforce management, operational excellence, performance management review, root cause analysis and continuous improvement performance.- Train and coach middle management on how to manage, improve and achieve the goals of the following KPIs: customer experience, efficiency, quality, service, absenteeism and employee turnover.
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DIRECTV
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United States
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Entertainment
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700 & Above Employee
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Senior Field Service Manager – Operations, Services and Quality
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Aug 2011 - Aug 2013
Managed 1200 technicians with the assistance of 5 subordinate managers. Responsibilities included: Operations and Services Manager- Operational Processes Lead for Field Services for the whole of Argentina including: new installations, upgrades, service extensions and relocations.- Managed the provision of technical service with company technicians and contractors. - Defined and managed the KPIs for customer experience (CSAT & NPS), quality, service and cost of each operational process.Quality Assurance Manager- Defined the Quality Plan for 2013 – 2015 including: field services management definition, management structure and teams, work plans for Continuous Improvement, Project Management Office (PMO) and Operational Standards, Training and Quality Assurance areas.
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Atento
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Spain
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Business Operations Manager
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May 2011 - Aug 2011
Managed 300 staff as the Call Centre Operations and Business Manager; responsibilities included: - Managed resources to improve profitability and customer satisfaction for client accounts including: General Motors, McDonald’s, Lexmark, Citibank and Nokia. - Identified and implemented strategies to improve customer service for the aforementioned companies.
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Quality Assurance Manager
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Jul 2009 - May 2011
Managed 75 staff as the Call Centre Quality Assurance Manager; responsibilities included: - Developed and implemented the performance management system continuous improvement model in the areas of: Customer Experience: data collection, improvement action plans for both internal and external clients and end-user customers. Processes: based on International Organization for Standardization (ISO) Standard, lead of ISO Re-Certifications. Customer Operation Performance Centre (COPC): lead for COPC Standards Certifications. Continuous Improvement based on Six Sigma Methodology: training lead for Green and Black Belt Teams and performance improvement projects. Quality Assurance: maintenance of performance management models, practices and the implementation of quality assurance monitoring transaction processes across all of the aforementioned company sites. - Presented (in Madrid, Spain) quality management system implementation training to operatives from Europe, the Middle East and Africa (EMEA). - Supported auditing and the implementation of the quality management system model in South American countries.
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Quality Assurance Supervisor – COPC Standard
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Sep 2007 - Jul 2009
Managed 4 staff as the Call Centre Quality Assurance Supervisor; responsibilities included: - Project Manager for the Certification Process of the COPC management model for Contact Centres: Achieved certification for 85% of clients including Nokia, McDonald’s, Movistar, and Telefonica Argentina. - Designed and developed an online performance dashboard for: operational KPIs, human resources KPIs, telecommunications, help desk, customer invoicing and end user satisfaction KPIs. - Trained directors, managers and middle management on performance management system implementation.- Trained and supported supervisors on the management of operational metrics including: productivity, quality, service, control process auditing and process improvement.- Led the Operations Managers and support area Managers monthly Performance Review meetings.- Led the implementation of end user customer satisfaction surveys including: Survey design and roll out. Result processing and statistical analysis of the factors affecting global satisfaction. Development of improvement action plans to achieve goals.
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Banco Supervielle
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Argentina
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Banking
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700 & Above Employee
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Senior Process Analyst
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Feb 2007 - Sep 2007
- Project Manager for the implementation of the technological upgrade for Contact Centres: CISCO IPCC and TELESOFT.- Designed and implemented the Bank’s phone banking Interactive Voice Response (IVR) system.- Designed the specifications of the Customer Relationship Management (CRM) functions and reporting system.- Redesigned the complaint resolution process. - Project Manager for the implementation of the technological upgrade for Contact Centres: CISCO IPCC and TELESOFT.- Designed and implemented the Bank’s phone banking Interactive Voice Response (IVR) system.- Designed the specifications of the Customer Relationship Management (CRM) functions and reporting system.- Redesigned the complaint resolution process.
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COPC Inc.
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United States
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Business Consulting and Services
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100 - 200 Employee
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Senior Management Consultant and Performance and Standard Auditor
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Jul 2002 - Jan 2007
Baseline and certification auditor:- Analysed and evaluated company management systems including business and operational processes, key support processes, procedures, structure, job descriptions, people performance and KPIs for each process. - Wrote audit reports and presented the audit results, including: Executive presentations: prepared and presented to General Managers, Directors, Managers and Middle-Managers, the main audit findings including SWOT and the analysis of performance and the impacts on customer satisfaction and the efficiency of the use of resources. Delivered improvement action plans and determined the level of COPC Standards maturity.Trained and supported performance improvement:- Trained and coached upper and middle management on how to manage KPIs for customer satisfaction, efficiency, quality, service, absenteeism and employee turnover based on Six Sigma methodology and COPC Standards.- Supported the implementation of improvement action plans.- Defined projects with client staff to:Design the Performance Summary Table (PST) for KPIs and their goals and the reporting system for every operational and support process.Design business and human resources processes.Defined job descriptions including: roles, tasks, processes and KPIs for all key personal. Trained key staff on the new processes including KPIs, goals, job descriptions, quality and improvement methodologies. - Supported the client to implement all activities mentioned above. - Led meetings to follow up progress on the project generally and the performance of the main KPIs. Clients: Atento, Sykes, Teleperformance, CTI, Multicanal and PRIMA in Argentina. Teleperformance Brasilia, SKY TV and Softway in Brazil. Merkafon-Teleperformace, Telefonica Moviles and AVANTEL in Mexico. Contact Centre Americas in Colombia. Verizon, OPITEL and Verizon International Teleservices in Dominican Republic and Jamaica. Cable & Wireless in Panama. Puerto Rico Telephone Company in Puerto Rico.
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Education
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2022 - 2022
RPA Technologies
Robotic Model Operation - RPA UiPath, Business/Office Automation/Technology/Data Entry -
2019 - 2020
ALTEC
Advanced Diploma of Leadership and Management, Organizational Leadership -
2019 - 2019
RMIT University
Customer Experience Strategy and Design, Business -
2013 - 2013
IAE Business School
Organisational Change Management, Organizational Leadership -
2012 - 2012
The Walt Disney Institute
Customer Experience Model, Customer Experience -
2011 - 2012
IAE Business School
Postgraduate studies in management, Business Administration and Management, General -
2010 - 2010
National Award on Quality Fundation - FPNC Argentina
Examiner of the National Award on Quality, Quality Standard -
2010 - 2010
Universidad de 'San Andrés'
Postgraduate studies in business administration, Business Administration and Management, General -
2008 - 2009
Università di Bologna
Master, Masters in Market Research and Data Mining -
2006 - 2006
Universidad Tecnológica Nacional
Project Management – PMBOK -
2005 - 2005
COPC
Certified Specialist - Vendor Management Organization (VMO), BPO -
2005 - 2005
COPC
Certified Specialist COPC - Six Sigma HPMT, Quality and Continuos Improvement methods -
2003 - 2003
COPC
Registered Coordinator COPC-2000, Customer Service Support/Call Center/Teleservice Operation -
1996 - 2003
Universidad del Salvador
Bachelor in International Relations, Social Sciences
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