Internal Client, Corporate Incentives and Helpdesk Director
1. Help desk | real time support to sales & service
Managing an internal Help desk, based on voice and workflows, ensuring support to 7 companies within the same financial group, in a total of 10 000 internal customers. EUR 1 million budget.
Redesigned and implemented more effective procedures which decreased average handle time by 18%. Improved ties within product owners, generating 1.3k measures that leaded to a 17% decrease on demand. Both streamlines increased the average speed of answer by 26%, the customer satisfaction by 7% and has reduced costs by EUR 115 000.
2. Internal Customer | monitoring internal service satisfaction
Managing an internal customers area, responsible to provide the executive stakeholders with the best diagnosis tools in order to gather improvement inputs from all the participants in processes, from end to end.
3. Corporate Incentive Program | defining KPIs, objectives and measuring