Abel Delgado García-Consuegra Email & Phone Number

Madrid, Es

Responsible for the comprehensive management of ING's chatbot, ensuring its evolution and alignment with the company's strategic objectives.Lead communication with key areas such as Risk and Business, ensuring that proposed solutions meet regulatory requirements and business needs.Drive the chatbot's evolution towards new technologies, including the integration of Artificial Intelligence (AI), to enhance customer experience and optimize operational efficiency.

Creation of the ChatBot for ING, reaching an absorption level above 6% in the first month, reaching 38% absorption during the first six months.Definition of the taxonomy to stand the model, creation of the customer journeys that will guide the customers conversations and business logic of the ChatBot of ING.Coordination with the international team in charge of the onboarding bot.Transition, operation and first level support and tools to manage the service.

Madrid

Creation of an RPA excellence center to automatize different processes for the General Administration of the State, expectingto create more than 400 robots. The objective is to enhance the user experience and minimize the transaction times.Establishment of a Central Execution Office, which will centralize the management of all automatization and robotizationsolutions linked to the Administration.Time, costs and feasibility study of the robotization initiatives portfolio proposed by the Administration.Transition, operation and first level support and tools to manage the service.

Madrid

Time limited project to create new robotization methodologies using RPAs, focused on internal INDRA developments as well as new potential clients.

Madrid

Team in charge of the life cycle of the robotic processes (RDA) in the companyEvolution of active robots, enhancement of efficiency and issue resolution.Establishment of the minimum requirements of the processes prior to their entry into service.Low performance processes review and improvement proposals.Focal point of all the stakeholders involved in the issues/improvements of the robot managed processes.Leader of the continuous improvement applying Agile methodology.

Madrid, Comunidad De Madrid, España

Responsible of the IVRs (Interactive Voice Response) of sales and customer support telephone numbers in Jazztel, which manage more than 1.8 million calls a year.Improvement of the call routing logic, client modeling and verbal recognition in the IVR systems.Establishment of KPIs to measure the performance of the IVR and decision making.

Madrid, Comunidad De Madrid, España

Research and planning of Jazztel and Orange optical fiber deployment.Team coordinator of address standardization to make the service hiring feasible.

Set up and control of KPIs in Call Centers and Jazztel Systems.Management and prioritization of system incidents.

Madrid, Comunidad De Madrid, España

Tasks: auditing multiple tools and systems/process for several customers.• Audit several tools using COBIT Methodology-Repsol• Game Audit-Betplus• Internal Audit in banking-BNA

Madrid

Tasks: technical support, security audit, data protection law adaptation and audit.• Security Policies Management to give support to SOX Audit- Vodafone.• Securing Local Administrators on machines- Vodafone.• L.O.P.D. (Spanish Data Protection Law) Auditing - ATOS Origin.• Technical support –JP Morgan• Report about Spanish Data Protection Agencies.• Security weakness report-Cortefiel• L.O.P.D. adaptation to O.E.A certification-Cortefiel• L.O.P.D. adaptation - Atos Origin.• Adaptation to ISO 27001 - Atos Origin.• Technical support –Atos Origin S.A.E.

Madrid

Tasks: biding tasks in order to provide economical and technical budgets.Team coordinator for internal (Telvent) and external audits, in charge ofproviding the best economic and technical response to public requests.

Madrid

Tasks: J2EE development, software testing and manuals documentation.J2EE development of the SEDRA application for Orange, through the useof tools such as Eclipse, WebLogic, TOAD, SourceSafe, Java, JavaScriptand HTML languages and access to Oracle databases.

Universidad Politécnica De Madrid, Master Of Science In Information Systems Audit

Software Engineer, Degree In Software Engineering

Ingeniero Técnico En Informática De Gestión, Computer Engineering

Itil Foundations V3, Itil

Education record

Máster En Ciencias Y Tecnologías De La Información, Ingeniería Informática, Orientación Al Doctorado