Emilio Herrero
Consultor Técnico at ON Soluciones- Claim this Profile
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English Full professional proficiency
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Spanish Native or bilingual proficiency
Topline Score
Bio
Credentials
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Salesforce Certified Administrator
Salesforce
Experience
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ON SOLUCIONES
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Spain
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Business Consulting and Services
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1 - 100 Employee
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Consultor Técnico
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Feb 2020 - Present
RFP projects, IT governance, CRM, CTI, PMO.Salesforce Admin Certificate RFP projects, IT governance, CRM, CTI, PMO.Salesforce Admin Certificate
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Atlantis Health
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United States
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Marketing Services
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100 - 200 Employee
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Operation Business Manager
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Feb 2015 - Feb 2020
Define and execute all operational processes to support customer’s needs.Responsible of managing the Contact center.Develop, implement and maintain the customized solutions for clients. Define and execute all operational processes to support customer’s needs.Responsible of managing the Contact center.Develop, implement and maintain the customized solutions for clients.
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LEGÁLITAS
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Spain
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Legal Services
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200 - 300 Employee
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Director de Innovación y Sistemas
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Mar 2011 - Feb 2015
IT Director of leading company in legal services with annual turnover of 45 MM EUR and 450 employees. Member of steering committee with responsibility for technology and communications with a direct operating budget of approximately 3MM Euros and 20 internal staff. IT Director of leading company in legal services with annual turnover of 45 MM EUR and 450 employees. Member of steering committee with responsibility for technology and communications with a direct operating budget of approximately 3MM Euros and 20 internal staff.
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ASITUR
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Spain
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Insurance
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200 - 300 Employee
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Director de Tecnologias de la Información
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2006 - 2011
Utility company in the insurance sector, with annual turnover of 160 MM, 550 employees and 2 offices in Madrid, leading in home care assistance and second in travel assistance.I.T. Director, member of the Steering Committee, with responsibility for all IT functions in the company, including management systems, development, and infrastructure Utility company in the insurance sector, with annual turnover of 160 MM, 550 employees and 2 offices in Madrid, leading in home care assistance and second in travel assistance.I.T. Director, member of the Steering Committee, with responsibility for all IT functions in the company, including management systems, development, and infrastructure
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Grupo Unísono
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Spain
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Business Consulting and Services
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700 & Above Employee
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Director de TI
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2004 - 2006
100% Spanish-owned company, founded in September 1999, with an annual turnover of then €55 MM and 6,200 employees, positioned among the top five telemarketing companies. I.T. Director, member of the Steering Committee. 100% Spanish-owned company, founded in September 1999, with an annual turnover of then €55 MM and 6,200 employees, positioned among the top five telemarketing companies. I.T. Director, member of the Steering Committee.
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Vodafone
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United Kingdom
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Telecommunications
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700 & Above Employee
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Director Atención al Cliente Internet
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Apr 1997 - Jun 2004
Planning and Development Manager Customer Service Center October 2002 - June 2004• Defined and developed the web channel strategy for customer care as an alternative channel to the voice channel, and also reducing cost-per contact.• Defined and developed a unique loyalty system based on customer scoring. • Defined and developed an extranet for supporting indirect channels as well as for mobile phone manufacturers for after-sales support processes.• Defined and developed the unified management of customer service channels.Director of Technical Support Customer Management Sept 2001-Oct 2002• Defined the technical requirements related to customer management processes related to the launch of new products and services.• Defined and developed the IVR logic for the customer center. The system at that time cleared more than 4MM calls per month.• Implemented a technical support platform for high-value customers Director of Customer Management Internet Dec 1999 - Sept 2001• Defined policies and strategies of the customer Internet business unit.• Responsible for the creation and definition of the Customer Management department, covering the area of Customer Care, Provisioning area, Collections, Fraud and the Planning and Support, in this last area defined processes and procedures business products and services. Head of Technology Support Unit April 1997 - Dec. 1999• Responsible call center R&D• Responsible for the definition and implementation of an IVR system for the call center that handled then 3 MM calls/month.• Responsible for the definition, design and implementation of all technical projects that directly affect the call centers.• Responsible for managing support systems for customer call center systems
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Multiasistencia
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Spain
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Insurance
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300 - 400 Employee
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Director de Informática
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1995 - 1997
Director of Technology and Systems, part of the Steering Committee.Responsible for defining the business processes, the hardware and software necessary, communications systems and the development and implementation for the systems. The main activities developed were: Roadside Assistance Service, Cancellation of Credit Cards, Making Change debits and General Information Systems. Director of Telecommunications Multiasistencia Group.Responsible for telecommunications systems implemented in the group for all call centers in Madrid and in five branches in the rest of Spain and in London.
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ASITUR
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Spain
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Insurance
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200 - 300 Employee
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IT Director
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Apr 1991 - Jul 1995
Part of Steering Committee. Defined, designed and implemented all the processes of the company, having to select the hardware, software and telephony. Won 1st prize in 1994 in Madrid as the best technological solution for this vertical market. Part of Steering Committee. Defined, designed and implemented all the processes of the company, having to select the hardware, software and telephony. Won 1st prize in 1994 in Madrid as the best technological solution for this vertical market.
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Education
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1979 - 1985
Universidad Metropolitana (VE)
Bachelor's degree, System Engineering -
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Universidad Complutense de Madrid
Bachelor's degree, Information Technology
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