Interactive CV

DAVID CUTILLAS CARRILLO


SERVICES


E-Commerce & sales


Project Management


Security and GDPR

PROFILE

About me

Experienced Project Manager with vast IT experience and customer service professional with more than 10 years of experience helping customers and resolving product and service issues. Eager to support companies in building an impeccable reputation by providing top-class customer support. Through purpose consultancy, training and coaching I develop the right skills and mindset to drive the transformation purposedriven.

EXPERIENCE

2021-2022

TCL Mobile Europe

Spain Customer Care Manager & After Sales



Optimize the tools and implement new process to improve the productivity of the service by developing and redefining the service procedures, refund policies and service standards.

Identification of key metrics and ownership of efficient reporting around customer service.

Ensure as a part of business operations team that our customer service operate smoothly and efficiently

and ensuring customer inquiries are answered on time and actively assisting our customers.

In charge of analyzing improvement potentials across our processes and share best practices across our teams

2018-2020

OPPO

Head of Customer Service and After Sales Spain and Portugal. DPD/DPO Manager



Service design (including UX, webservices and tools) for a pleasured, efficiency, fun and effective after sales structure. Becoming in July 2020 the most valued brand in service for customers (OCU July 2020 Analysis)

Devise, develop and management nationwide field service network including all keypoints, SLA, IT Security and GDPR management.

Been always on OPPO's shoes, providing the best -fit operational model, tailoring the utmost customer experiencies and utilizing the most cost-efficient team structure for OPPO. Develop and optimise support and service processes, tools and system which includes establishment of after sales service hotline concept with updated tools and new communication methods (ChatBot, LiveChat...)

Maintain contact with clients to obtain customer feedback regarding product/service quality

Identify service partners for the implementation of country wide after sales network which includes training, management and service quality management while keeping budget controlled.

2017 - 2017

MediaMarkt Iberia

Customer Solutions Consultant



Challenger of conventional wisdom. Always ask WHY. Improve the user experience through smart, strategic thinking that anticipates outcomes, I figured out what makes teams tick, trains and transforms individuals into top-performers, leading changes that drives efficiency and profitability.

Evaluation and control of KPI, control of purchases and negotiation with suppliers, solving conflicts, and promoting teamwork.

2016-2017

The Service Grouo Procedo S.L.

Mobile Device Repair Service Center Purchasing Manager



Having the process improvement and costs reduction in mind, I rethought and transformed the purchasing model based on static forecasts into a dynamic model, introducing all the variables to consolidate international and local purchases. I expanded the negotiation in the APAC market by buying better quality equipment, goods and services at competitive prices and located suppliers of materials and supplies, reducing the cost by more than 50 percent and the TATs at correct values.

2010-2016

Microma S.L.

Project and Store Manager - El Corte Inglés /FNAC / Worten Soluciona



Working as a store manager does not mean being the boss, but get the respect of colleagues through the ability to inspire and motivate others to achieve excellent results.

I designed a new business model incorporating Service Points within the points of sale and managed the account results, P&L, and all the KPIs to make the business profitable.

Maximizing business opportunities by designing a consistent portfolio of services ensured a high level of customer service and keeped that the visual merchandising followed POS guidelines.

I was also in charge of recruiting, training and developing the vendors and the team of managers.

What they think about me

Gema Estevez

Transcom

David es un experto en la Gestión de la Experiencia de Cliente y sector de Contact Center.

He tenido la oportunidad de trabajar con él en dos áreas bien definidas, en primer lugar como experto en la gestión de operaciones, persiguiendo la máxima calidad, eficiencias y excelencia en todas y cada una de las interacciones con el cliente final (BC2 & B2B). Por otro, liderando el proceso de tender para identificar al mejor proveedor de servicios. En este ámbito, destaco de David su capacidad analítica, planificación y visión de negocio.

Mantiene siempre una excelente relación con su proveedor, considerándole como partner / extensión de su marca.

A nivel personal, la amabilidad, empatía y cercanía de David es más que destacable.

Un lujo, trabajar con él, hasta lo más difícil siempre es un reto alentador !

Ali Tolga Sahin

I enjoyed working with David for more then 2 years in a global team and withnessed that he is faster than the others as well as solution oriented.


I have always been amazed by David's ability who shows very high social skills in terms of human relations.


I strongly recommend to work with David as a great leader.

Oscar Moro García

MediaMarkt

Durante el tiempo en el que David fue mi superior pude comprobar de manera vivencial que no solo se trata de un gran profesional, es una gran persona.


Su orientación al servicio del cliente centra su metodología de trabajo, buscando la excelencia en todo momento.


Ocupando el papel de team leader muestra una capacidad innata para motivar y empoderar a su equipo, haciendo gala de sus conocimientos de gestión e inteligencia emocional.


En resumen, un valioso activo para cualquier tipo de organización

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