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Work Background
ESIC Business & Marketing SchoolProfessor
Feb. 2021Madrid, Community of Madrid, SpainProfessor in operational disciplines for in-company programs in Technology and Communications.
ON SOLUCIONESManaging Partner - Technology, Growth and Partnerships
Sep. 2019Madrid Area, SpainDesign, implementation, assessment and improvement of customer operations, where customer experiences are made: Contact Centers, Logistics, Field Service, Revenue Assurance. Serving organizations with a strong element of service and/or distribution.
ON SolutionsManaging Partner
Jan. 2018Greater New York City AreaON Solutions provides contact center and customer operations support services. - Service design and implementation
- Contact center operations improvement and support
- Vendor and project management support
- Customer experience design and management
- Agent performance and experience management
- Customer and contact center technology We are creative and dedicated professionals with decades of experience in customer management, contact center operations, technology management, process improvement, customer experience design and implementation, and project management. We focus on those companies, regardless of industry, that truly prefer a committed, knowledgeable, and focused partner to help them solve business challenges. Although we are not the largest or flashiest consulting group, we use every single client engagement — brick by brick — as an opportunity to deliver and therefore to build trust and a growing client base. We differentiate through our approach and focus. Our approach combines the innovation of technology, the art and knowledge of management competencies, and the rigor of methodology to create and implement comprehensive solutions for our clients. We know that a successful solution involves considering all aspects of people, process, and systems as opposed to just one aspect in a silo. Our focus is on companies that want to focus on their customers to make their businesses grow and thrive. Services for your contact center, analytics and business intelligence, robotic process automation, Latin American market expertise, and customer experience management are all elements that are likely critical in helping your operation provide more customer satisfaction, customer retention, and ultimately more customer lifetime value while improving efficiency.
CGS (Computer Generated Solutions)Senior Vice President, Contact Center Operations-North America
Jan. 2017 - Dec. 2018New York, New YorkCGS is an application, enterprise learning and outsourcing company helping companies with their most fundamental business activities. The outsourcing division provides quality technical and business support services in over 18 languages around the world and more than 7500 seats across sites in the United States, Europe, Latin America, and Asia. Responsible for US delivery for a newly created division encompassing US contact center business. Reporting to the CEO and with P&L responsibility for the North American Contact Center operations division, direct contact center operations in North America and ensure service delivery quality, client satisfaction, and overall profitability. Launched transformational projects intended to deliver state of the art capabilities and world-class operational excellence to the operations including HR and technology evolution.
CGS (Computer Generated Solutions)Vice President Customer Experience
Jan. 2017 - Dec. 2017Greater New York City AreaCGS is an applications, enterprise learning and outsourcing company helping companies with their most fundamental business activities. The outsourcing division provides quality technical and business support services in over 18 languages around the world and more than 7500 seats across sites in the United States, Europe, Latin America, and Asia. • Responsible for being the customer advocate within the Contact Center Solutions business and ensuring client satisfaction levels are exceeded in our delivery of services.
Unísono Solutions GroupVP/Director International Division
Jan. 2015 - Dec. 2016Greater New York City AreaGlobal Business Process Sourcing and Consulting company and leading European BPO that offers multilingual services with a clientele of many Fortune 500 companies. • Directed newly created international division encompassing all business outside of the territory of the Spanish headquarters, including U.S., Chile, and Colombia sites. • Oversaw business development, sales, HR, finance, operations for US, Colombia and Chile sites through three Country Manager direct reports and approximately 1500 employees. Reported to CEO.
• Achieved record-breaking sales and EBITDA in Latin-American operations. • Exceeded targets of P&L responsibility for international operations.
UNISONO Business SolutionsRegional Vice President - US, RVP Business Development - Americas
Jan. 2014 - Dec. 2015Jersey City, New JerseyGlobal Business Process Sourcing and Consulting company and leading European BPO that offers multilingual services with a clientele of many Fortune 500 companies. • Built Unisono US customers, market presence, offices, brand in the US as part of international expansion. • Directed US marketing and sales efforts, sales and delivery partnerships, and lead-generation activities.
• Drove business development activities for existing operations in Chile and Colombia with matricial responsibility over direct sales force in each country.
• Brought more than record potential contracts in first year. Led transition to newly created division.
BennFounder and GM
Jan. 2009 - Dec. 2014Madrid Area, SpainAs Founder and General Manager, Benn Telco – Madrid, Spain 2012-2014
• Acquired customers and assets from another company to start this (Benn subsidiary) telecommunications services company recognized by national telco regulator in Spain (CNMT) and a registered LIR in the regional registry RIPE.
• Provided niche tier 2 IP transit, hosting services and VoIP solutions targeted at SMBs. • Directed or executed all operational aspects including sales, operations, infrastructure management, supply chain management and SLA management.
• Managed up to 20 internal or outsourced resources for projects.
• Grew customer base by 120% in the first year. Positive sale of business in 2014. As Founder and General Manager, Benn Ventures – Madrid, Spain 2009-2014
• Created this B2C and B2B IT services and systems integration company providing IT and Contact Center management, technical/operational consulting services, outsourced IT support services, network integration services, digital transformation services, family Internet security services, and interim executive IT placements.
• Directed or executed all operational aspects including sales, solution development, operations, infrastructure management, supply chain management, and HR.
• Managed up to 20 internal or outsourced resources for projects.
• Provided outsourced technical services for successful launch of virtual mobile network operator.
VodafoneHead of Customer Satisfaction/Experience
Jan. 2006 - Dec. 2009• Drove customer satisfaction strategy design and implementation across all departments of the company in Vodafone Spain and in line with global Vodafone strategy.
• Supervised team 4 direct reports and 20 staff managing the company-wide Customer Experience transformation effort, satisfaction-related customer insights, VoC programs and key indicators including TRI*M, NPS, and CDI (internal Customer Delight Index).
• Raised customer satisfaction levels by two percentage points (internal satisfaction index) (second in the market) in first six months of supervising change management projects.
VodafoneHead of Group Customer Operations - Business
Jan. 2005 - Dec. 2006Newbury, UK• At Group HQ, drove implementation of standardized global service elements delivered locally in each market for business segments including best practices for multiple channels, automation, customer segmentation, and organizational design. Worked with operating companies globally for execution.
• Completed global launch of the One Vodafone Customer Management initiative with estimated delivery of 500M± Euro incremental value over three years.
VodafoneHead of Customer Program Management
Jan. 2004 - Dec. 2005Madrid Area, Spain• Supervised training, processes, audits, space planning, results, quality, project management, budget planning (200M+ Euro), and support for the Customer Management Division at Vodafone Spain.
• Coordinated initiation of global service initiative with group HQ. Achieved budget targets.
VodafoneHead of Business Customer Management
Jan. 2002 - Dec. 2004• Directed business customer operations supporting 1.2M business users in double-digit growth with approximately 400 internal and external service providers with more than 600 FTEs.
• Directed support services for business clients covering activations, technical support, account management, claims, and collections.
• Achieved a 20% increase in TRI*M Index (customer retention index) during first year while implementing process improvements, resource internalization plans, meeting budget of approx. 25M+ Euro and highest employee satisfaction results in the Customer Management division.
mCentricChief Operating Officer
Jan. 2000 - Dec. 2002• Managed operations for an XML-based mobile digital platform with apps providing multi-device content management with community functionality.
• Performed business planning, funding rounds, investor relations, business operations, and partnerships. • Provided own seed capital and secured series A funding at 20M valuation. • Despite the down market in technology, the business doubled its revenue growth from the first to the second years of business and achieved cash-flow positive status in its second year of business.
VodafoneVarious IT, Development and Customer Service positions
Jan. 1994 - Dec. 2000Walnut Creek, CAVodafone Group (formerly Airtouch International), Walnut Creek, CA, USA
Multinational telecommunications company. Various positions: Traveled extensively to provide start-up and operational support to Airtouch Int’l cellular properties around the world. • Responded to Government RFPs for wireless spectrum allocation and cellular business development
• Implemented first unified Customer Service agent desktop in the Airtouch Int’l group.
• Designed and implemented a workforce management methodology that allowed an increase of service levels from 50% to 90% with same resources (approx. 500 seats at the time).
• As Development and Operations Director of the Internet Business Unit, successfully launched new ISP access and portal product to the market.
• Supported build of Vizzavi, Vodafone’s global digital portal.
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