Miguel Angel (@maflogur) Flores
Sevilla Area, Spain
Quality and continuous improvement professional for client relationship centers. CX and Coaching passionate.
Outsourcing/Offshoring
Education
Stat-Ease, Inc Webtraining 2013 — 2013
Certification, Statistics, Successfully completed (final assessment score: 100%)
HEDIMA 2011 — 2011
EXCEL EXPERT, MS OFFICE
EAE Business School 2009 — 2011
MBA IN MANAGING AND DIRECTING A COMPANY, FINANCIAL AND MANAGEMENT
BUREAU VERITAS 2010 — 2010
INTERNAL AUDITOR ISO 9001:2008, QUALITY
Universidad de Sevilla 1989 — 1995
Licenciado, Hispánicas
University of Cambridge 1991 — 1992
PROFICIENCY, ENGLISH LANGUAGE FOR NON-NATIVE SPEAKERS
Experience
Sitel April 2010 - Present
Sitel 2006 - 2008
Sitel 2007 - 2007
Sitel 2006 - 2007
Sitel 2005 - 2006
Academia Unibach January 1992 - January 2004
Skills
Team Building, Continuous Improvement, Prestación de servicios, Gestión de la calidad, Deslocalización, Subcontratación, Workforce Management, Process Improvement, Training, Change Management, Customer Experience, Experiencia del cliente, COPC, Operational Excellence, Dirección y desarrollo..., Call Center, Management, Centros de contacto, Seis Sigma, Leadership, Centro de llamadas, Service Delivery, Quality Assurance, Telecommunications, Subcontratación de..., Quality Management, Gestión de relaciones..., Team Management, Business Process..., Process Management, Customer Satisfaction, Operations Management, Six Sigma, Administración y..., Contact Centers, Coaching, Process Excellence, CRM, Offshoring, Satisfacción del cliente, Mejora de procesos, Call Centers, Sla, Program Management, DMAIC, Data Mining, Outsourcing, Performance Management, BPO, Acuerdo de nivel de...