Experience

Club de Rugby Complutense Cisneros

• Spain
• Spectator Sports
• 1 - 100 Employee

• • Sep 2021 - Present

• • Jan 2018 - Aug 2021

• • Jan 2007 - Dec 2017



MISTRAL 2010 SL

• Spain
• Performing Arts

• General Manager

  • Jun 2017 - Aug 2021

  CEO at Mistral 2010 S.L. (Since June 2017) - Service Management Company specialized in Sports, Health, Kids, Youth, Senior, Aquatic First Aid and Trainning. - Responsible for business development, strategy, operations, marketing and comunication. Sports Centre Director at the Francisco de Vitoria University (Since June 2017) - Responsible for business development of University Francisco de Vitoria Sports Centre. - Design and execution of Sport Centre Management (800m2 os fitness room, swimming pool, football pitches, padel and tenis courts, basket, handball and volley pitches and arena. Sports school development and sports camps. Events and tournaments management. Show less



Uponor

• Finland
• Wholesale Building Materials
• 700 & Above Employee

• • Jan 2016 - Mar 2016

  Responsible for South West Europe in four main working areas: product quality, agile processes, customer centricity and excellence (PACE model). Responsible for all regional quality topics: ISO certifications; internal & external audits; process efficiency; safe, healthy & environmental issues; customer satisfaction; cost of poor quality reduction; customer claims reduction; customer satisfaction index.

• • Sep 2013 - Dec 2015

  Responsible for:- Define and create Non Quality Costs (Costs of Poor Quality) dashboard, and work on improvement actions.- Reduce claims costs by working on the root causes triggering the preventive and corrective actions needed, and ensuring their execution. - Improve Customer and Demand Management processes for increasing Customer Satisfacción. - Performe Internal Audits and coordinate locally ISO 9001-14001 certification

• • Jan 2006 - Aug 2013

  Responsible for:- Design and execute Customer Service action plan.- Order Entry management. Coordinate and define internal local policy, proceses and execution, achieving targets and customer expectations. Supervise ERP (Oracle) improvements and changes and cooperate with the implementation (Order Entry Oracle Key User).- Princig. Set up all pricing and billing local policy into Oracle (ERP).- Customer claims. Define Service level Agreements for Claims resolutions. Create internal processes and ensure the right execution. Reduce customer claims by working on the root causes.- Customer Satisfaction. Define Customer Satisfaction Index and measure it. Implement corrective actions to increase customer satisfaction. Define how to take the voice of the customer. - CRM (Customer Relationship Management). As a Regional CRM coordinator (South West Europe), coordinate all CRM processes and implement them in local organization. Define CRM processes and their set up into SalesForce (CRM). Show less



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• • Oct 2002 - Dec 2005

  Lead and execute different projects and activities related to Technology Division at Vodafone Spain.- Business Continuity Plan (BCP)- Friendly User testing for new mobile phones to be launched.- Technology Balanced Scorecard- Develop of new Software Development Centres in Huesca & Málaga, Spain- Develop of new VF Head Quarters & Data Process Center in Madrid- Internal Audits (Technology Processes)

• • Oct 1999 - Sep 2002

  - Service Request Ticket Tool responsible. Define requierements, kpi's and maintenance- Internal Audits performed over claims processes- Balanced Scorecard reporting and definition- Facility Manager for Technology Dept.



Airtel Móvil S.A.

• Internal Help Desk at Airtel Móvil, S.A.

  • Feb 1999 - Sep 1999

  - Internal support (computers, software, hardware, accesess) - Develop new Call Center in Madrid and Valladolid - Internal support (computers, software, hardware, accesess) - Develop new Call Center in Madrid and Valladolid

• General Manager at Club de Rugby Complutense Cisneros

  • Jun 1997 - Jun 1999

  General Manager: coordinate all activities, budgeting, facilities and accountability General Manager: coordinate all activities, budgeting, facilities and accountability