Customer Care Officer

• Oct 2022 - Present

Strategy & CEO Office Program Manager

• Apr 2019 - Sep 2022

In within the Strategy team of Vodafone Spain, directly report to the CEO and Vodafone ExCo members. Main Responsibilities: • Generate periodic business reports for Spain and Vodafone Group (London) Executive members • Create company KPI dashboards: Identify metrics to be reviewed, set up follow up processes • Manage Strategy offsite meetings with all the areas of the company identifying business opportunities • Align all areas of the company in successfully delivering E2E… Show more In within the Strategy team of Vodafone Spain, directly report to the CEO and Vodafone ExCo members. Main Responsibilities: • Generate periodic business reports for Spain and Vodafone Group (London) Executive members • Create company KPI dashboards: Identify metrics to be reviewed, set up follow up processes • Manage Strategy offsite meetings with all the areas of the company identifying business opportunities • Align all areas of the company in successfully delivering E2E projects • Improve existing processes/Create new ones for any several areas of the company: Regional business performance reporting to Executive Committee (ExCo), Annual budget allocation process. • Define and elaborate quarterly employee meetings with the CEO and ExCo members • Define and elaborate monthly top management meetings with the CEO and ExCo members • Prepare and define ad hoc business reviews: Board meetings, Group ExCo members visits, Government visits.

PMO integration vodafone-ono

• Jul 2015 - Apr 2019

ONO-Vodafone Integration Program PMO PMO in company’s strategic integration and transformational program focused on exploiting synergies from the Vodafone-ONO acquisition. Transformational program aimed at simplifying processes, products portfolio and information systems, whilst maximizing customer value, enhancing customer experience and setting the foundations for the digital transformation and introduction of agile methodologies. Main responsibilities and… Show more ONO-Vodafone Integration Program PMO PMO in company’s strategic integration and transformational program focused on exploiting synergies from the Vodafone-ONO acquisition. Transformational program aimed at simplifying processes, products portfolio and information systems, whilst maximizing customer value, enhancing customer experience and setting the foundations for the digital transformation and introduction of agile methodologies. Main responsibilities and achievements: • Managed program evolution: o Delivering monthly reports to the national (Spain) and group (UK) Executive Committees o Managing weekly Steering Committees (Senior Executive Level) o Managing weekly Managers Operational Meetings o Defining and implementing communication plan to internal users (status, schedule, risks, action points, OW internal and company dependencies, new processes, training requirements) • Managed budget control for program, identifying gaps and managing deviations • Established roadmaps, milestones and deadlines for each project from concept creation to go-live support • Managed 360º projects: from technical solutions to business offer and portfolio, customer care, communications and billing and collections, following agile and waterfall methodologies • Defined and established a change management program: o Providing contingency plans and workarounds to mitigate delivery gaps o Detecting and minimizing customer experience issues o Agreeing go/no-go criteria for each customer segment and channel o Assuring seamless go-live process through critical KPI definition and tracking • Designed and implemented new go-live testing methodology:guarantee quality of deliveries, avoid delays • Helped business and operating units to redefine processes and implement optimized solutions aligned with company strategic goals: digital transformation and agile methodology implementation

Sales Operations Management

• Sep 2011 - Jul 2015

2012- 2015: Enterprise Business Unit – Sales Operations Team: PYMES & SOHO Exclusive and Third Party Distribution Channel development for PYME and SOHO Customers: *Design and Implementation of new Distribution model (Sales strategy, Sales Tools, Customer management and Product Provisioning) *Developing and Optimizing Customer care processes and Customer Experience enhancement *Functional and Business (sales) oriented for design of Channels and Tools for agile and effective… Show more 2012- 2015: Enterprise Business Unit – Sales Operations Team: PYMES & SOHO Exclusive and Third Party Distribution Channel development for PYME and SOHO Customers: *Design and Implementation of new Distribution model (Sales strategy, Sales Tools, Customer management and Product Provisioning) *Developing and Optimizing Customer care processes and Customer Experience enhancement *Functional and Business (sales) oriented for design of Channels and Tools for agile and effective communications between Distributors and Vodafone * Sales and Provisioning Funnel follow up tools enhancement for new Marketing Portfolio Go to Market assurance *Business Processes optimization and redesign along with Marketing, Finance, IT and Customer Care business units *Logistics processes optimization (stock management, discount strategies definition...) *KPIs Scorecard design and follow up (including budget analysis and deviations) for processes and tools improvements triggered 2010- 2012: Enterprise Business Unit – Sales Operations Team: HIGH CORPORATE Design and Implementation of Customers dedicated projects specifically developed to match High Corporates needs: * Business case elaboration, Return on investment assessments and budget management * Ad-hoc technical solutions design, provisioning follow up, Maintenance and billing assurance *Customer requirements gathering and Solution proposals offered, GAP analysis, End to End process definition; to customer Telco partner executives *Managing stakeholder relationships: Customer Telco partner, Customer business managers, providers, and customer care teams *Based on High Corporate requirements, collaborate with Vodafone Product and IT teams to define/adapt existing Vodafone Portfolio to match Customer needs (including Pricing)

Senior Consultant

• Jun 2010 - Sep 2011

2010 - 2010: Telefónica Project (MADRID) Design and Implementation of a new Integrated system for Sales Management and Commercial strategy with capacity to manage all business areas: CRM, Sales, Acquisition, Provisioning, Customer Care, Collections and Billing processes for Telefónica/Movistar

Senior Consultant

• Jan 2009 - Jun 2010

2009-2010: Iberdrola-Scottish Power Project (GLASGOW) Integration Project specifically designed to guarantee Synergies expected from Scottish Power acquisition by Iberdrola. Including organization chart redefinition and creation of an Integrated system for Sales Management and Commercial strategy with capacity to manage all business areas: CRM, Sales, Acquisition, Provisioning, industrial processes and specific legal requirements (adapted to match Scottish regulatory laws) Customer Care… Show more 2009-2010: Iberdrola-Scottish Power Project (GLASGOW) Integration Project specifically designed to guarantee Synergies expected from Scottish Power acquisition by Iberdrola. Including organization chart redefinition and creation of an Integrated system for Sales Management and Commercial strategy with capacity to manage all business areas: CRM, Sales, Acquisition, Provisioning, industrial processes and specific legal requirements (adapted to match Scottish regulatory laws) Customer Care, Collections and Billing processes for Iberdrola.

Business Analyst

• Jun 2005 - Jan 2009

2006-2009: British Telecom Project (MADRID, LONDON, LOS ANGELES, CHENNAI) Design, Develop and Maintain a Service Delivery and CRM system for British Telecom