Experience

Further Group

• Spain
• Insurance
• 1 - 100 Employee

• Quality, Audit and Complaints Manager

  • Apr 2021 - Present

  − Certification and Maintenance of the Quality Management and Information Security Systems implemented in the company, according to international standards ISO 9001 and ISO 27001. − Coordinator of the Customer Satisfaction Measurement Process: control and monitoring of the satisfaction of policyholders and insurance companies through the NPS system; satisfaction survey processing; definition of Non-Conformities and Corrective Actions to monitor Detractors; Selection of Promoters for the development of commercial testimonials. − Complaints Management Process Coordinator. − Response to Due Diligence processes for Client Companies. − Execution of Due Diligence processes for Agents and Suppliers. Show less



Auren International

• Spain
• Business Consulting and Services
• 300 - 400 Employee

• Project Manager

  • Oct 2020 - Apr 2021

  − Quality Audits of the Administrative Personnel Service: Information / Reception, Admission, Contact Center and Patient Care for the SERMAS Hospitals: Hospital del Henares, Hospital Infanta Cristina, Hospital Infanta Leonor, Hospital Infanta Sofía, Hospital del Sureste, Hospital del Tajo, Hospital Puerta de Hierro, Hospital Infanta Elena, Hospital Rey Juan Carlos, Hospital General de Villalba and Hospital de Torrejón. − Quality Audits of the Administrative Personnel Service: Information / Reception, Admission, Contact Center and Patient Care for the SERMAS Hospitals: Hospital del Henares, Hospital Infanta Cristina, Hospital Infanta Leonor, Hospital Infanta Sofía, Hospital del Sureste, Hospital del Tajo, Hospital Puerta de Hierro, Hospital Infanta Elena, Hospital Rey Juan Carlos, Hospital General de Villalba and Hospital de Torrejón.



Teladoc Health

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Quality Management Specialist at Teladoc Health, Operations Department

  • Jul 2017 - Jul 2020

  − Maintenance of the quality management system at Best Doctors EMEAA, including a transition process to implement the new requirements and changes reflected in the new Quality Standard ISO 9001:2015: analysis of the organisation’s context (internal and external stakeholders and their related needs, requirements and expectations), management of the different risks and opportunities for each of the company’s processes, planning and management of changes in the organization. − Internal reporting for the General Management, including utilisation and activity analysis / forecast analysis, members and clients’ satisfaction analysis, non-conformities and complaints analysis and follow-ups. Design and implementation of internal dashboards. − Clients reporting, including utilisation and activity analysis, timeframes analysis and members’ satisfaction analysis. − Processing of members and clients’ satisfaction surveys, analysing the data and the information available to propose improvements and corrective actions when needed; detection of great cases for the development of commercial testimonials. − Control and monitoring process of external suppliers: selection of external suppliers, control of the supply chain and the subcontracted processes, external supplier’s evaluation. Show less



Best Doctors

• Madrid y alrededores, España

• Quality Management Specialist at Best Doctors EMEAA, Operations Department

  • Sep 2011 - Jul 2017

  − Design, development and implementation of a quality management system at Best Doctors EMEAA, according to the international quality standard ISO 9001, for the headquarters located in Madrid (Spain), Lisbon (Portugal) and Melbourne (Australia). − Certification of the quality management system implemented at Best Doctors EMEAA, according to ISO 9001 standard. ENAC, UKAS and JAS-ANZ accreditations achieved. − Maintenance of the quality management system at Best Doctors EMEAA: maintenance of quality documentation, performing modifications when needed; management of the members and client's satisfaction; management and handling of internal non-conformities, members and client's complaints; proposal and implementation of appropriate corrective / preventive actions; design and implementation of dashboards, balance score cards and key performance indicators to monitor the internal processes; analysis of all data available to prepare periodical reports for the General Management, including annual management review meetings; prepare and issue an annual quality plan with the objectives to achieve continuity with the company's key strategies; organisation and implementation of monthly quality committees. − Internal reporting for the General Management: utilisation and activity analysis / forecast analysis, members and clients’ satisfaction analysis, non-conformities and complaints analysis and follow-ups. − Clients reporting: utilisation and activity analysis, timeframes analysis and members’ satisfaction analysis. − Processing of members and clients’ satisfaction surveys, analysing the data to propose improvements and corrective actions; detection of great cases for the development of commercial testimonials. − Coordination of the testimonial process, helping Marketing and Sales Team with commercial strategies. − Control and monitoring process of external suppliers: selection and evaluation of external suppliers, control of the supply chain and the subcontracted processes. Show less



Aliad

• Spain
• Professional Training and Coaching
• 1 - 100 Employee

• Project Manager, Consultancy Department

  • Jun 2008 - Sep 2011

  − Planning, organisation and implementation of quality and environmental management systems in the spanish private healthcare sector, according to ISO 9001 and ISO 14001 international standards, and according to the EFQM model.− Design, development and implementation of management systems and management improvement projects for organisations, such as equality plans, strategic plans, patient safety project, bench-marking analysis.− Request management for grants to the public administration, for the implementation of improvement and innovation projects for groups of small companies of the private healthcare sector. Technical and economic justification of the projects.− Leadership and coordination of work teams to achieve consultancy projects.− Analysis, assessment and oversight of the technical duties, the rentability and the implementation deadlines of the projects. Show less

• Consultant, Consultancy Department

  • Jul 2005 - Jun 2008

  − Implementation of quality and environmental management systems in the spanish private healthcare sector, according to ISO 9001 and ISO 14001 international standards.− Conduction of internal audits for quality and environmental management systems in the spanish private healthcare sector, according to ISO 9001 and ISO 14001 international standards.



Leroy Merlin

• France
• Retail
• 700 & Above Employee

• Salesman, Gardening Department

  • Feb 2004 - Jul 2004

  − Selling, replenishment and warehouse’s supervision. − Control and monitoring of decommissioned and transferred articles. Definition of purchase orders to dealers in order to maintain the warehouse stock. − Selling, replenishment and warehouse’s supervision. − Control and monitoring of decommissioned and transferred articles. Definition of purchase orders to dealers in order to maintain the warehouse stock.



TEMA Grupo Consultor, S.A.

• Spain
• Civil Engineering
• 1 - 100 Employee

• Consultant, Consultancy Department

  • Oct 2003 - Jan 2004

  − Statistical study for the Madrid Community Public Transport Network. − Sampling, control and oversight of interviewers, and analysis of data collected. − Statistical study for the Madrid Community Public Transport Network. − Sampling, control and oversight of interviewers, and analysis of data collected.