Responsible manager for 'Order Management & SA Advisory' and 'Billing, Pricing & Taxes' global product team.

As an Global Agile Coach and a permanent member of the Order Management Product Family leadership team, I have the ability to link strategy with operations, and vice versa. I am committed to enhancing the efficiency and value of our delivery, while fostering a culture grounded in Agile values and principles. In my role as a People Partner, I am able to provide support to my colleagues at the Madrid digital hub.

Introducing Agile ways of working, building up the new company culture based on the Agile values and principles, and leading the Agile Software Development from Madrid Digital Hub during the Digital Transformation journey of BASF worldwide, as Agile Coach and Scrum Master working with and for teams and team members. I am also Agile, Scrum, Kanban and Soft-skills trainer, and coach for the teams I belong and for everyone interested on professional growth.

I worked as Scrum Master within the Corporate and SME self-care website team. My responsibilities were to assure the team understands and follows Scrum framework in accordance with principles and values from Agile and Scrum (methodology, events, roles, artefacts, transparency, information radiators, JIRA, etc.). I was also the team trainer and coach, facilitating impediments resolution, Product Owner support for efficient product management (User Story Mapping, splitting, prioritisation, refinements, estimations, etc,) and also fostering team progress by facilitation of discussions, decision making and conflict resolution, always leading by example with servant leadership.In addition, I was Vodafone Agile Chapter member in Digital Transformation program, where we were responsible for the introduction of Agile mindset and methodologies in the company (Scrum, Kanban, Lean, etc.) and the removal of organisational impediments.

Leading Change Management teams in Vodafone and Ono merge. We assured performance and quality of developed processes from one end to the other. Teams working under Agile principles and mindset through incremental iterations for backlog management.In addition, I designed and deployed a governance and management for customer on-boarding performance, fostering fast prioritisation and resolution.

As program and project manager, I created a new way for production processes assurance. I led Fixed Program and projects of Vodafone and Ono merge.- FIXED PROGRAM: Design, launch, monitoring and control of the program and work-streams, assuring from one end to the other business development, right operation and the best customer experience.

Leading and developing structural, strategic and tactical cross-company initiatives, always focused on business improvements, goals achievement and excellence in customer care.- CPE COMPANY PROGRAM: definition, design and governance assuring the best always-connected experience in fixed accesses, improving Routers life-cycle processes (cost efficiency), individual & massive incidences management (decrease -33% YoY) and new routers launches.- PROJECTS:- New commercial offer migrations responsible (churn reduction -10p.p.).- Routers replacement project fostering the quickest proactive response avoiding 20k customer incidences.- Post-sales processes redesigned and tracking improvements from 46% to 96%.- PMO & GOVERNANCE: Annual Strategic Template coordination & definition. Fixed Operations committee governance. Initiative alignment with Vodafone Group.

- Customer care model design: responsible of the Postpaid segment, Tariffs and Loyalty platforms, IVR performance and Languages segments (improving first call resolution, frequency of calls, costs and satisfaction).- Tariffs and loyalty project: responsible to maximise customer Average Revenue Per User and satisfaction from customer care platforms: processes and procedures continuous improvement, objective alignment among Business and Operations, free-of-charge customer care number deployment (cost reduction -100k€/year, win-win) and commission model creating to push Average Revenue Per User increase (+135% YoY) through agents engagement.- Tariffs strategic launches: Customer care design, follow-up and gaps resolution.

Data mining fundaments, predictive models (churn risk, buying propensity, customer loyalty, cross-selling), focus on commercial strategy success and maximize marketing actions impact based on data into knowledge transformation.

Association foundation based on collaborative network philosophy, giving seminars and courses.