Customer Service Training

Joan Pau Massot Mateu

**** *********** **, **********, **. 60564

331-***-**** ********@*******.*** https://www.linkedin.com/in/jpmassot/en During the last ten years I worked in several departments in a multinational company with more than 20.000 employees worldwide; but, always focused on coaching, training and developing peers. I analyzed business KPI and its translation in professional needs like: Sales skills or product knowledge. I developed coaching or training sessions, assessment centers and designed material for helping my colleges to achieve company’s goals with Lean process tools. It means: improving them skills and them performance according to the business strategy, timing and goals without wastes. As well I have knowledge hiring people close with HR department or welcoming management for new people in the company

Beside that I developed consultant skills, because I have been working as freelance consultant in Human Resources for almost eight years. As Advisor I have been building Human Resources departments and devised its strategies (salary,, Training, Recruitment, Development, Managing and Retaining Talent) All that gave me the ability to work and manage different projects with tight datelines. EXPERIENCE :

Feb. 2016- Present. Inverfresh SPR de RL Aguascalientes, Mexico . Freelance On-line Assignment as HR Consultant for a Mexican company that is increasing its business and farm exports to the US.

Developed HR department policies and procedures including Job Descriptions, Recruitment Process, Salary Policies, Job Performance, Assessment Center, Training, Training ROI, and Career Development Policy. Managed several projects at same time.

2006-2015 Hilti Española S.A Madrid, Spain .

Hilti founded in 1941 and with 20,000 employees worldwide manufactures, and markets products for the construction, building maintenance, and mining industries, primarily to the professional end-user. Quality & Lean Process Management Expert. 2011-2015 As Manager of Improving Productivity of all warehouses in Spain and Portugal:

I lead continuous improvement with Lean tools like Quality Circle, 5S, Shop Floor Management, workshops or training (Analyzed need, designed training and gave training)

Driven multidisciplinary teams with functional hierarchy and project management skills to successfully implanting an average of 25 projects per year and improving warehouses’ productivity. As Hilti Quality Expert:

I analyzed and managed product issues impact using customer service or factory communication. Provided Feedback to corporate offices in Lichtenstein and also to Portugal.

Designed procedures and shown leadership on managed projects’ logistics for key customers (with sales above 1.5 millions € /year) according to their expectations.

Developed and implemented training programs to employees to reduce complaint’s impact on company’s objectives (reduced from 1,7 days average for answer to a customer to 0,6 days)

Managed internal audits for ISO 9001 and all internal processes with 0 major nonconformities.

Member of the organizing committee for the company's audit for Psychosocial risk assessment at work.

Named employee of the month for Spain on May'12 and March '13.

Two National Lean Awards ‘11 and ’12; and one time worldwide finalist ‘14. Customer Service Team Leader. 2007-2011

Helped customer services representatives to achieve department goals (until 25 team members) by training and coaching them weakness, designing them training and performance evaluations, knowledge management.

Trained new team members on SAP systems and software.

Improved quality service to customers from 6% of unanswered calls to 4.5%. Customer Service Representative. 2006-2007

Order reception, made proactive sales, managed complaints and inquiries through the SAP system.

Joint the “Isolux Project Team”, continued contact with Isolux (customer) and its sales forces over 6 months to ensure sales for a total amount of 8 millions € to Isolux. 2008-2015 Peris Seguros. (Insurances Brokers) Madrid, Spain. Part-time job as HR Consultant Managed and scheduled the process of development of the HR department of one the largest independent insurance brokers in Spain including: Job descriptions, Performance evaluation, Salary policy, Instructional design-Training – ROI. Recruitment of talent and employee retention.

2004-2006 City Hall of Palma of Majorca. Palma of Majorca, Spain.

2006.Training Designer. Designed, developed and evaluated a course for the best management and teamwork practices for the public maintenance workers of the City of Palma.

2004-05.Internship at HR division. Training Section department in HR division. Made teaching materials for courses, training weakness, analyzed of performance; performance memory, training, made written reports to managers. Continuous improvement working with teachers and re-designed training if necessary, evaluation 360º.

EDUCATION :

2016-Current University of Minnesota, Carlson School of Management MN. On-line HR Specialization. HR for managers.

2007-2008 CESMA Business School Madrid, Spain.

Master’s degree in Human Resources Management.

2000-2005 University of the Balearic Islands. Faculty of Education Majorca, Spain. Bachelor degree in Education.

LENGUAGES:

US Resident and Work VISA L2. Moved to Chicago on the Fall of 2015 with family as wife was relocated. Spanish: Native speaker. Italian: Bilingual. 1 year at University of” Roma Trè” at Rome, Italy.

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