Maitane Nograro
Summary
Experienced professional with effective communication and project management skills.
Very organized, methodical and skilled at overseeing milestones across different projects simultaneously.
Well-versed in multi-cultural and cross-organizational team environments.
Overview
14
14
years of professional experience
Work History
Global Program Manager - SPOS
Customer Support - HP Inc
2021.03 - Current
- SPOS Assisted program ( CCC & Field -190M $/year)
- Project manager for business sales deployment initiatives in all WW markets to increase profitable revenue
- Build and sign off with stakeholders, management and regional leads year revenue targets and monthly flash
- Design new services and customer journeys and coordinate the implementation in the different Route to Markets
- Drive team's POR roadmap and engagement with CCC SPOS teams
EMEA SPOS Business and Operations Manager
Customer Support - HP Inc
2020.02 - 2021.03
- Grow Consumer PC and Print revenue for SAPOS(Sales at Point of Support teams) while improving profitability. (+40% YoY revenue growth)
- Manage day to day business and strategic relationship with our business partners (contact center and outsourced service providers)
Lead the introduction of new services to be proposed to out of warranty customers in close collaboration of WW CS, EMEA Service RBU and EMEA SAPOS teams.
Develop and improve the customer journey required to sell services and products.
Customer Care & Digital Experience Process Manager
Customer Support - HP Inc
2017.11 - 2020.01
- Implement and optimize processes in the Contact Centers following CS Strategy while providing best in class Customer experience
- Represent the team in the CS Change management board: making sure that sign off changes were designed and implemented in a timely manner
- Perform QMS audits: Pass ISO certifications, on site and offline audits for EMEA Contact centers
- Participate as SME on footprints and new site implementations giving trainings and floor support.
Customer Care Workforce Planner
Customer Support - HP Inc
2014.12 - 2017.10
- Translate installed based and contacts into capacity resources for Sitel sites (consumer &commercial); the biggest Contact Center in EMEA
- Act as SME in projects
- Create support forecast for Instant Ink aligning with GBU's strategy
- Report to Management forecasting accuracy and deviation analysis
- Lead the capacity flash/budget exercise syncing with Category and Finance.
EMEA Consumer Retail Compensation Program Manager
Sales Operations - HP Inc
2013.05 - 2014.12
- Demand Generation Fund program including upfront discounts,rebates and marketing campaign management (150M $/year in payments)
- Drive projects to improve E2E processes & tool implementations
- Accountable for setting up and controlling performance metrics in E2E program phases: from deal creation to payment
- Responsible of representing the program on external and internal audits
- Align all EMEA stakeholders: Sales, Finance, Legal, Compliance and Operations to achieve common objectives
EMEA Retail Sales Support Team Lead
Sales Operations HP Inc
2009.04 - 2013.05
- Execute Operations for several pre, post sales and stock programs in several countries in EMEA for Channel partners
- Act as coordinator of Sales Support team to ensure fast resolution of issues and handle Partner’s disputes
- Accountable for team's KPI metrics, trainings and process documentation
- Drive project of back office team in India: Insource of tasks from external agency, establishing saving and monitoring metrics (150K/Q).
Education
Licenciatura - Business Administration
Universitat De Barcelona
01.2009
Strategic Management & International Marketing
Mälardalen University
Sweden03.2008
Skills
- French A2
- German B1
- Program Management
- Service Design
- Forecasting & Planning
- Customer Experience
- Retail Business
- Revenue generation
Timeline
Global Program Manager - SPOS
Customer Support - HP Inc
2021.03 - Current
EMEA SPOS Business and Operations Manager
Customer Support - HP Inc
2020.02 - 2021.03
Customer Care & Digital Experience Process Manager
Customer Support - HP Inc
2017.11 - 2020.01
Customer Care Workforce Planner
Customer Support - HP Inc
2014.12 - 2017.10
EMEA Consumer Retail Compensation Program Manager
Sales Operations - HP Inc
2013.05 - 2014.12
EMEA Retail Sales Support Team Lead
Sales Operations HP Inc
2009.04 - 2013.05
Licenciatura - Business Administration
Universitat De Barcelona
Strategic Management & International Marketing
Mälardalen University
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