Ricardo Perez Gomez

Leading an organization of over 200 professionalsin the areas ofCustomer Relations, Customer Care, and Key Account Desk**, ensuring their **operational performance and excellent customer experience,supportinginternal transformationtowards amore digitized and automated model.

• I directed theoperational service strategy**, ensuring compliance with key indicators and profitability objectives. Recognized as **Best Service Center in the sector for 12 years.

• I obtained the rigorousinternational "Center of Excellence" certificationfor my management in: planning, training, coaching, incentives, promotions, sales, loyalty, communication, and team motivation. Design of Scorecards and Dashboards in Power BI.

• I ledinternational digitalization projects(Medallia, Genesys Cloud, Verint, Avaya), automation (RPA, AI), reducing contacts by 19% and strengthening digital and self-service channels.

• I droveoperational excellence and continuous improvement, optimizing processes,recognized with the internal Lean Gold certification.

• I directedresource planningand sizing, aligning capacity, demand, and costs, to guarantee service levels.

• I coordinated the **centralization and integration of customer service for the DP group DHL**, improving service and organizational efficiency.

• I contributed toservice governanceas a member of the Quality, Customer Experience, Project Management, and ESG Committees.

• I was selected as aninternational facilitatorto train inleadership and resource planning.

Fullyresponsible for all outsourced customer service operationsprovided from thethree main centers in Madrid.Experience in a multitude of sectors and recognition fromOrange, Endesa, DHL Express,the latter hiring me later.

• **Designed, implemented, and managed various service operations**, ensuring compliance with agreements regarding service and response levels, quality of service, operational efficiency, and profitability.

• **Excellent management of human and technical teams**, real-time monitoring of service levels, operational improvements, and close tracking of key indicators.

Initially managing various services, I was promoted toHead of Operations for the main center in Madrid(over 400 agent positions). Recognition from strategic clients such as:Telefónica, Tax Agency, Social Security Treasury, Movistar, and Iberia.

• Successfullymanaged teams and resources, ensuring the profitabilityof all services provided from this platform and the center itself.

• Led the management carried out by service managers with close monitoring of key indicators,ensuring the service levels agreed with clients.