Beatriz Fano

Global Head Of Customer Experience at GSMA
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Contact Information
us****@****om
(386) 825-5501
Location
Barcelona, Catalonia, Spain, ES
Languages
  • English -
  • Spanish -
  • Portuguese Native or bilingual proficiency

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Agnes Krischik

I worked with Bea for a number of years. Bea is very experienced and extremely competent in the field of customer experience. Her approach to any new project is very methodically, she grasps projects quickly, sees potential issues and works on solutions by working with stakeholders to achieve efficiencies and to drive the business forward. I would recommend Bea to any company striving to be a customer focused business and taking pride in putting the client first.

Wieke Sjahrir

When I first met and interviewed Beatriz for her role at GPJ, I knew instantly that I had met the right candidate. She was extremely professional, engaging and highly intelligent. I did not hesitate to offer her the role of Contact Centre Supervisor. I learned a great deal from Beatriz, and she continued to grow in her profession. She has a presence amongst her peers and can present her business case with such authority that she has earned the respect of senior management particularly at GSMA, where I also worked alongside Beatriz. Beatriz’s reputation is formidable at GSMA and exemplifies her experience in managing Teams, Clients and the Executive Leadership teams. Another admirable quality is Beatriz’s constant need to study for certification and her self-motivation to be the very best that she can be academically and professionally.

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Credentials

  • UX Design: 1 Overview
    LinkedIn
    May, 2021
    - Nov, 2024
  • UX Design: 2 Analyzing User Data
    LinkedIn
    May, 2021
    - Nov, 2024
  • UX Design: 3 Creating Personas
    LinkedIn
    May, 2021
    - Nov, 2024
  • Getting Started in User Experience
    LinkedIn
    Apr, 2021
    - Nov, 2024
  • UX Deep Dive: Foundational Research
    LinkedIn
    Apr, 2021
    - Nov, 2024
  • RPA, AI, and Cognitive Tech for Leaders
    LinkedIn
    Mar, 2021
    - Nov, 2024
  • Digital Transformation
    LinkedIn
    Dec, 2020
    - Nov, 2024
  • Foundations of The Fourth Industrial Revolution (Industry 4.0)
    LinkedIn
    Oct, 2020
    - Nov, 2024
  • Fundamentos de transformación digital: Tecnologías clave
    LinkedIn
    Oct, 2020
    - Nov, 2024
  • Customer Experience: Journey Mapping
    LinkedIn
    May, 2020
    - Nov, 2024
  • Customer Care Foundations
    LinkedIn
    Aug, 2018
    - Nov, 2024
  • Customer Service Foundations
    LinkedIn
    Aug, 2018
    - Nov, 2024

Experience

    • United Kingdom
    • Telecommunications
    • 700 & Above Employee
    • Global Head Of Customer Experience
      • Oct 2015 - Present

      - Operate as a central leading role for development of all customer experience activities within the company, liaising with cross functional teams and business leadership to deliver performance and financial objectives - Budget owner - Establish customer care best practices and policies across the organization, meeting SLAs and KPIs with a strong focus on optimizing and improving the service quality and customer satisfaction- Responsible for BPO and for engaging with outsourced services to achieve client satisfaction and ROI; comply with business requirements, costs and achieving services efficiencies- Provide requirements for customization and digitalization of customer service management systems for inbound and outbound activities, ensuring proper implementation and CX transformation - Identify business opportunities during project implementation and delivery; working closely with all stakeholders to control expenditures, implementing efficient processes, managing vendor relationships- Engage with executive management to present clear Business Plan, Investment Plan and Roadmap- Report on metrics, produce insights and promote positive changes- Oversee talent management in Europe, UK, USA and China Main Achievements:• I helped the organization to celebrate the safe and successful return of MWC Barcelona 2021, the world’s largest mobile ecosystem event, through the implementation of world-class Covid-19 health and safety plan to onboard attendees digitally and the co-creation of a touchless customer experience• Reduced enquiries by 40% and 10% of complaints via introduction of new technologies and improved processes to support the information flow (Dynamic FAQs, Email Distribution, Bot & Automation)• Improved first response time from 24 hours to 12 hour and resolution time from 48 hours to 24 hours during peak periods • Raised client satisfaction rate from 68% to 87% helping to strength GSMA's overall success and reputation Show less

    • Senior Customer Care Manager
      • Jul 2010 - Oct 2015

      - Responsible for planning Customer Experience strategies, implementing Customer Care programmes and establishing Customer Support operations globally - Developed key performance initiatives, (KPIs) goals and reports to assess and measure the team and department’s performance and overall success- Designed, managed and improved operational processes/workflows for customer inquiries, modifying as needed to improve customer experience or quicken response time; for example: creation of scripts/responses to streamline replies for email, calls and social media inquiries; promoting digital adoption, customer self-service, maximizing productivity and driving improvements to the customer and agent experience- Optimised workflows and streamline processes to support the Customer Support Specialists in performing their tasks as efficiently as possible- Defined the global strategy for outsourcing: Assessed vendor support needs and run vendor selection processes; reviewed, negotiated and agreed contracts with external vendors; evaluated vendor performance and implement improvement recommendations Show less

    • United States
    • Advertising Services
    • 700 & Above Employee
    • Client Service Manager - EMEA Marketing Events
      • Jun 2007 - Jul 2010

      - Built and maintained relationships with clients such as Gartner, IBM and Cisco through their project cycle - Designed and implemented business strategies and procedures for registration and customer service - Managed registration services and customer experience pre-event plus onsite execution - Coordinated outsourcing service operations (customer support pre-event and onsite) - Managed and led the customer service team - Built and maintained relationships with clients such as Gartner, IBM and Cisco through their project cycle - Designed and implemented business strategies and procedures for registration and customer service - Managed registration services and customer experience pre-event plus onsite execution - Coordinated outsourcing service operations (customer support pre-event and onsite) - Managed and led the customer service team

    • Business Consulting and Services
    • 1 - 100 Employee
    • Project Coordinator (Customer Experience)
      • Jan 2007 - Mar 2007

      - Marketing Project Coordinator - Customer Service Manager - Marketing Project Coordinator - Customer Service Manager

    • Outsourcing and Offshoring Consulting
    • 700 & Above Employee
    • Customer Service Supervisor
      • Aug 2004 - Sep 2006

      - Leading Customer Pan-European Engagement Campaigns for Dell Computers and American Express - Leading Customer Pan-European Engagement Campaigns for Dell Computers and American Express

    • France
    • Financial Services
    • 700 & Above Employee
    • Marketing Project Coordinator for the Investment Department of Portuguese Affairs
      • Aug 2003 - Mar 2004

      - Marketing Project Coordinator - Customer Service Manager - Marketing Project Coordinator - Customer Service Manager

    • Brazil
    • Banking
    • 700 & Above Employee
    • Supervisor of the Financial Investments Advisory Department
      • Dec 2001 - Jun 2003

      - Managed a team of 11 financial advisors responsible for the management and investment of clients' assets to generate a profitable return - Managed a team of 11 financial advisors responsible for the management and investment of clients' assets to generate a profitable return

    • United States
    • Financial Services
    • 700 & Above Employee
    • Bank Branch Trainee
      • Feb 2000 - May 2001

      - Provided in person customer service to customers - Provided in person customer service to customers

Education

  • IEBS
    Master's degree, Design Customer Experience & Innovation
    2022 - 2023
  • INSA, Business, Marketing & Communication School
    Master's degree, Business Intelligence
    2017 - 2018
  • APMG International
    Certificate of AgilePM 2010 Foundation, Project Management
  • The Knowledge Academy
    Certificate, Project Management Professional (PMI)
  • King's College London
    Certificate, Events Management
  • Universidad Complutense de Madrid
    Master's degree, International Cooperation with emphasis on social & economic aspects of sustainable development
    2003 - 2004
  • PUC-SP
    Bachelor's degree, International Relations and Affairs
    1997 - 2001

Community

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