Experience

ON SOLUCIONES

• Spain
• Business Consulting and Services
• 1 - 100 Employee

• Socio fundador

  • May 2008 - Present

  Diseño, construcción, diagnóstico y mejora de operaciones de clientes, allí donde se "fabrica" la experiencia del cliente: Contact Centers, Logística, Field Service, Revenue Assurance. Empresas de Servicios y Distribución. Diseño, construcción, diagnóstico y mejora de operaciones de clientes, allí donde se "fabrica" la experiencia del cliente: Contact Centers, Logística, Field Service, Revenue Assurance. Empresas de Servicios y Distribución.



Universidad Carlos III de Madrid

• Spain
• Higher Education
• 700 & Above Employee

• Profesor asociado

  • Sep 2021 - Present

  Profesor asociado de Diseño Organizativo. Departamento de Economía de la Empresa. Profesor asociado de Diseño Organizativo. Departamento de Economía de la Empresa.



ESIC Business & Marketing School

• Spain
• Higher Education
• 700 & Above Employee

• Director Programa Superior de Dirección y Gestión de Servicio al Cliente

  • Jan 2017 - Present

  Profesor en el Master Europeo de Contact Center - Curso superior de Gestión avanzada de Operaciones en Contact Center. Profesor para programas in-company. Miembro del consejo de expertos del curso superior online de operaciones en contact centerDisciplinas: Modelos de GestiónPlanificación y DimensionamientoCuadro de Mando.CalidadModelos de relación y gestión de proveedores

• Profesor

  • Mar 2010 - Present

  Profesor en disciplinas de Operaciones para para programas in-company: Estrategia, Organización y Personas, Gestión de Operaciones, Gestión de relación con proveedores, Tecnología y comunicaciones.



Prosegur

• Spain
• Security and Investigations
• 700 & Above Employee

• Chief Operation Officer

  • 2004 - May 2008

  Managed a team focussed on the following aeras: Product and Services development; Installation and Maintenance of Customer Premises and Technical Infraestructure; Customer Services; Monitoring and Alarm Receiving Center; Intervention Team; Quality and Internal Audit. Managed a team focussed on the following aeras: Product and Services development; Installation and Maintenance of Customer Premises and Technical Infraestructure; Customer Services; Monitoring and Alarm Receiving Center; Intervention Team; Quality and Internal Audit.



PwC Consulting - People & Organization

• France
• Business Consulting and Services
• 100 - 200 Employee

• Business Development Manager

  • 2000 - 2004

  Business Development in Telecommunications and Media Sector, being the CRM practice leader. Business Development in Telecommunications and Media Sector, being the CRM practice leader.



Madritel

• Chief Operation Officer

  • 1998 - 2000

  Responsible for Customer Operations: Service Provisioning, Installation at Customer Premises, Customer Services, Billing, Collections, Fraud Management, Customer Loyalty Responsible for Customer Operations: Service Provisioning, Installation at Customer Premises, Customer Services, Billing, Collections, Fraud Management, Customer Loyalty



Via Digital

• Customer Service Director

  • 1997 - 1998

  Start-up and Management of the customer service team, focussed on: Front Line, Back Office, Collections, Service Activation, Tele-Sales, Technical Support, Sales and Installers support. Start-up and Management of the customer service team, focussed on: Front Line, Back Office, Collections, Service Activation, Tele-Sales, Technical Support, Sales and Installers support.



Vodafone (former Airtel Movil)

• Call Center Manager

  • 1995 - 1997

  Start-up and Management of the customer service team focussed on: Front Line, Back Office, Technical Support, Sales and Installers support. Start-up and Management of the customer service team focussed on: Front Line, Back Office, Technical Support, Sales and Installers support.



Nokia

• Finland
• Telecommunications
• 700 & Above Employee

• NPI Manager

  • 1988 - 1995

  Management of New Product Introduction Projects, coordinating overseas design centers, logistics and production. Management of New Product Introduction Projects, coordinating overseas design centers, logistics and production.