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Carlos Gargallo

Project Mgmt, Leadership, Customer Support, Data

Works remotely from Amsterdam

  • 52.37243
  • 4.89973
  • Rate On-demand
  • Experience 7+ years
Propose a project The project will begin once you accept Carlos's quote.

This freelancer is available full-time but hasn't confirmed their availability in over 7 days.

Propose a project The project will begin once you accept Carlos's quote.

Location and workplace preferences

Amsterdam, NH, Netherlands
Remote only
Primarily works remotely


Project length
  • ≤ 1 week
  • ≤ 1 month
  • Between 1-3 months
  • Between 3-6 months
Company size
  • 1 person
  • 2-10 people
  • 11 - 49 people
  • 50 - 249 people
  • 250 - 999 people
+2 autres


Freelancer code of conduct signed
Read the Malt code of conduct

Verified email


  • Spanish

    Native or bilingual

  • English

    Native or bilingual


Skills (4)

Carlos in a few words

Extensively experienced, proactive, and goal-oriented in leading teams and manage projects within several complex business environments. Proven expertise in improving customer satisfaction, driving efficiency, productivity, change, and growth through implementation of continuous improvements. Demonstrable efficiency directing highly skilled multicultural remote teams to achieve overall corporate goals and objectives.


Wavin Group

Manager EMEA Commercial-Customer Excellence

September 2022 - Today (2 months)

Merck Group - Merck España

European Customer Care Manager

Amsterdam, Netherlands

February 2018 - August 2022 (4 years and 6 months)

- Define the vision for the organisation and all aspects of execution.
- Apply Six Sigma methodology to drive continuous improvements across Customer Excellence organization.
- Drive the change and act as role model for the transformation of the organization in the full respect of Merck values.
- Define all aspects of people management.
- Monitor performances of the different layers of the team.
- Build and maintain strong cross-functional collaboration with all business partners.
- Ensure that key customers, distributors, and functional managers are fully satisfied with the provided services and Operations Management.

Merck Group - Merck España

Customer Care Supervisor

Amsterdam, Netherlands

November 2015 - February 2018 (2 years and 3 months)

- Built a new centralized team to consolidate complaint management.
- Lead team's strategic initiatives to create and promote lean processes, CAPA activities and continuous improvements.
- Train, coach, develop, energize and motivate team members through positive support.
- Identification and improvement of KPI trends that impact delivery of customer satisfaction.
- Provide Quality oversight for Customer Excellence Organization.
- Lead, develop and apply lean projects and best practices in different business layers to improve customer satisfaction and decrease complaint ratios.

Merck Group - Merck España

Supervisor of Credit Management and Cash Collection

Amsterdam, Netherlands

January 2010 - November 2015 (5 years and 10 months)

- Manage the process of building and maintaining effective teams, including interviewing, coaching and developing behaviors through effective leadership and interpersonal skills.
- Work cross functionally with varying levels of business partners.
- Coordinates enhancements and manages and monitors credit and collection portfolios performances through established metrics.
- Direct credit and collection management functions including development of weekly/monthly/quarterly financial statements, forecast, meetings, presentations and team building exercises.
- Identify areas to increase efficiency for operational and financial performance through implementation of quality works systems while adding value to customer experience.

Merck Group - Merck España

Credit Management and Collection Specialist

February 2008 - January 2010 (1 year and 11 months)

- Evaluates creditworthiness of new and existing customers based on credit reports and references.
- Make and record customer contacts, to ensure prompt payment, and minimize risk.
- Negotiate secured selling terms for future business.
- Resolves complex issues while maintaining an effective level of communication with other departments to expedite payment with written and verbal communication

Merck Group - Merck España

Customer Service Representative

March 2007 - February 2008 (11 months)

-Manage customer accounts and interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.
-Answers phones, takes product orders, checks inventory availability or status of shipment, verifies customer pricing, prepares and processes customer return goods for credit and/or replacement.
-Interacts with and supports company sales representatives.
-Handle and resolve customer complaints
-Escalates requests and unresolved issues to the designated resource
-File records in several Customer Relationship Management (CRM) such as SAP, Oracle, Trackwise or Salesfoce

Gargallo 4G S.L.

Co-founder and CEO  - As a freelancer

44400 Mora de Rubielos, Teruel, Spain

June 2001 - October 2006 (5 years and 4 months)

- Built and directed a company employing +/- 12 persons.
- Managed and directed all the business and performed all the operations such as purchases, sales, administration, human resources or logistic coordination.
- The company consisted in a restaurant, shops for typical regional food and a web store. (
- Concluded with the sale of the company.