Manuel Martinez Guerrero

Manuel Martinez Guerrero

Summary

Telecommunications professional, Senior Customer Services Operations Director, consistently meeting and exceeding goals (Financials, Customer Satisfaction, Performance, Projects completion), well organized, analytical, creative, proactive, team builder, well perceived by colleagues, direct reports, managers, customers and suppliers.-  24 years of experience in Telecommunications Markets- 19 years of experience in Motorola Mobile Phones

Work History

Work History
Oct 2009 - Present

Project Director

Radiotrans S.A.

Responsible for a project to supply, install and maintain telecom systems for the European Union Delegations in 140 countries worldwide.

Sep 2007 - Jan 2009

Customer Service Repair Operations Director for Mobile Devices in EMEA

Motorola Mobile Devices
Responsible for all Motorola Mobile Devices Repair Centers Operations in EMEA (Europe, Middle East and Africa), both from the KPI point of view as well as cost. Operations in around 150 Repair Centers in more than 40 different countries. Worldwide Redesign of Motorla Service Network inlcluding RFQs with major vendors in several Regions. Rationalization of Network in EMEA.
Jan 2006 - Jan 2009

President of the Mobile Phones Working Group

ASIMELEC
President of the Mobile Phones Working Group in Asimelec (Spanish Association of Electronics and Communication Companies) Vicepresident of the Tragamovil Foundation (WEEE) Member of the Directive Board in Asimelec
Jun 2005 - Aug 2007

Customer Service Area Director West and South Europe

Motorola Mobile Devices

Responsible for all After Sales and Customer Service processes for West and South Europe in Motorola Mobile Devices. Countries: Spain, Portugal, France, Italy, Switzerland, UK, Ireland, Benelux, Nordics and BalticsMaking sure Motorola Mobile Devices main Customers (Network Operators) and consumers received good after sales service. Repair Centers, Call Centers and Operators Service support.Service Account Management for Key Accounts (Telefonica and France Telecom - Orange)

Jul 2002 - May 2005

Customer Services Manager Spain and Portugal

Motorola Mobile Devices
Similar role as on West and South Europe but on a different geographical area
Oct 1999 - Jun 2002

Customer Service Area Manager South Europe, Turkey, Middle East and Africa

Motorola Mobile Devices
Similar role as on West and South Europe but on a different geographical area. Management of a big territory with little resources optimizing all kind of support required by Customers.
Jun 1994 - Sep 1999

Customer Services Manager Spain and Portugal

Motorola Mobile Devices
Extension of responsibility to cover the Iberian Peninsula
Feb 1990 - May 1994

Customer Services Manager Spain

Motorola Mobile Devices
I started in Motorola as one of the first three employees on the Mobile Phones Division in Spain, starting from scratch and working during all the start-up phase until making it market leader and the brand name equivalent to mobile phone. Looking after all Technical and Customer Care aspects of the business, including Type Approval, Field Test, Call Center, Repairs, Consumers Support, Technical Support to Sales and Business Development. Additionally Business Operations Management on Rural Telephony Project.
Jul 1986 - Jan 1990

Product Manager

Alcatel
Product Manager of Integrated Voice and Data Communications System
Jul 1985 - Jun 1986

Support Engineer

Fujitsu
Support Engineer for microcomputer products
Jan 1985 - Jun 1985

Senior Engineer

Empresarios Agrupados
Engineer on the Information Systems Department

Education

Education

Several Management and Leadership Courses

Motorola University
Most relevant being: - European Executive Institute. Geneva. 1996 - Team Coaching and Development. Madrid. 1999 - Behavioural Coaching. London. 2002 - Leadership for Executives. London. 2005 - Business Development Institute. Berlin. 2007 - Influential and Situational Leadership. London. 2007

Several Management and Leadership Courses

Management Training
Most relevant being: - Gustav Kasser Management I. Madrid. 1993 - Gustav Kasser Management II. Madrid. 1994 - Leadership by Kaizen. Madrid. 2000 - Otto Walter Development on People Management. Madrid. 2007
Mar 2009 - Present

Executive MBA

Universidad Politecnica de Madrid
1977 - 1983

Telecommunications Engineer

Universidad Politecnica de Madrid

Skills

Skills

Specialities

• Customer Service, Customer Care, Repair Operations, Service Chain Management • Outsourcing and Subcontractors Management • Implementation, Audit and Reorganization of Operational units • Strategic Account Management, including Contracts Negotiations • Strong Communication, Multicultural Team Management and Leadership skills • Strong negotiation skills • Understanding of European and Worldwide Service Environment • Start Up Operations • Working on International Environment