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Member Profile

Oscar Luis Marruenda (14 Yrs in the industry)
Responsable de Contact Center
Clínica Baviera
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About Me, My Hobbies & Interests!

Disfruto con mi trabajo, en concreto con la Dirección de operaciones, equipos y gestión de plataformas de Contact Center internas y externas, tanto de ventas como de atención al cliente/paciente. Me considero multidisciplinar, siempre orientado a la obtención de resultados y con foco en el CX. Estoy acostumbrado a trabajar en la optimización de oportunidades y en la dirección de RRHH a pequeña, mediana y gran escala, buscando siempre el mejor desarrollo de las personas, equipos y departamentos que he liderado. Experto en operaciones, ventas (nuevo cliente, retención, upselling, venta cruzada) y en atención al cliente/paciente (concertación de citas, quejas, reclamaciones, NPS). Experimentado en la optimización de campañas de conversión de leads/c2c/llamadas entrantes de mailmk o mkonline (SEM/SEO/MAILMK/NURTURING/BBDD/ ETC). Cursado en la gestión de equipos, trato con clientes, negociación, establecimiento y control de kpis. Habituado al diseño y montaje inicial de campañas y proyectos, en la selección y dirección de recursos y en la mejora continúa en la gestión de procesos de compañía y negocio. Capacitado para la gestión y el control de calidad y para la planificación e implementación de proyectos a toda escala. Acostumbrado a trabajar en equipo con una buena comunicación interna de compañía y con mucha experiencia para la formación. Ducho en la negociación, control y seguimiento de Outsourcing de campañas y en la gestión internacional de call & contact centers (experiencia en varios países de Latam y Europa). He reportado en mi carrera profesional a todos los niveles (Dirección Comercial, Dirección de MK, Dirección General y Consejero Delegado). Para mí, la máxima motivación es la llave del éxito.

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