DS Smith

PMO & Business Analyst

Grupo V3

Director of Resources Optimization and Processes Management in Group V3

JTI (Japan Tobacco International)

* ORACLE CRM Suite deployment in a multinational group
* PMO coordinating several teams and organizations distributed along the world

PMO Manager

MADISON Experience Marketing

❏ Management of the Business Processes Services Unit
❏ Management of the Business Solutions team (BPO/CC technology) – development of IVR, CTI, ACD, recording, omnichannel, automation
❏ Management of Sales and Operations teams at the Back Office, Consultancy and Technology areas associated to Customer Services (VPT and Telesales) for the Telecom, Banking, Real Estate, Insurance and Utilities industries
❏ Management of consultancy projects for Contact Centers and Back Offices for internal efficiency, automation and process robotization (more than 10% AHT reduction) - RPA, BOTS, BPMS and OCR
❏ Founding and management of the Data Science Department for Contact Center (Data Analytics and Process Mining)
❏ Leader of the AGILE methodologies deployment in the Contact Center Technology Department
❏ Creation, development and defense of BPS Business proposals for public and private industries
❏ Management and strategic planning of technology procurement
❏ Chief of the PMO/Technical Office for BPS/BPO projects
❏ Member of the General Management Committee at Grupo Madison

BUSINESS PROCESSES SERVICES & SOLUTIONS DIRECTOR - GRUPO MADISON 2015 - 2018

❏ Management of PMO
❏ Development of the Digital Transformation Team
❏ Development of in-house CRM
❏ Deploying of BPMS

INNOVATION & SOFTWARE DEVELOPMENT DIRECTOR - GRUPO MADISON 2014-2015

❏ Global planning and management of Grupo Madison’s global purchases in Spain and Perú (20% savings in 4 years), including real state, technology and equipment
❏ Director of the International Expansion PMO (Perú and Colombia) - planning, monitoring, evaluation of alternatives
❏ Deployment and evolution of both ISO 9001 and EFQM in Grupo Madison
❏ Leader of the ERP Change Management & Processes Team 
❏ Director of the LOPD Committee (GDPR)
❏ Facilities manager: purchase, lease and adaptation of buildings
❏ General Services management: receptions, car fleets, security, logistics...

PROCUREMENT, QUALITY CONTROL & GENERAL SERVICES DIRECTOR - GRUPO MADISON 2006-2014

Telefónica Publicidad e Información

❏ Management of the Teleworking Project for 600 commercial agents all around Spain
❏ Deployment of sales and procurement processes in Sao Paulo, Brazil
❏ Optimization of the administrative structure
❏ CRM Siebel PMO

PROCESSES & QUALITY CONTROL MANAGER - TELEFÓNICA PUBLICIDAD E INFORMACIÓN 1997 - 2006

Carrefour

❏ Negotiation and procurement of IT equipment for supermarkets
❏ Setup of an inter-markets network

IT SERVICES HEAD - CARREFOUR 1996 – 1997

Executive with more than 20 years of national and international experience in management positions dealing with: Project management, Processes, Innovation and Technology. I have also led the Procurement, Excellence & Quality Control, General Services, and Grant departments

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