Advise companies in the innovation of their organizations and services

2012-2013Responsible for Resources OptimizationManaged the areas and lead projects to transform the Customer Experience, Supply Chain, Information Security, Real Estate, Employee Services and Security practicesResponsible of the Customer Advocate Office managing complaints with Bank of Spain2007-20012Deputy President responsible for Strategic Planning and Projects- Managed Strategic Planning formulation and implementation- Projects: Sale of the Bank of America credit Card business to Apollo Investment Corporation, Transformation of the European card business, Acquisition of Merril Lynch, Credit Card Activation, Credit operations excellence and Contact Centre Optimization- Lead the operational risk practice: identifying, reporting and leading the implementation of solutions to existing incidences- Implemented Six Sigma in all Business units. Green Belt certified- Awarded as the Best HR Management in a Spain Contact Center Unit. September 20092005-2006Director Human Resources, Facilities and Security- Lead the MBNA_Bank of America Merger Project resulting in integration of both teams and processes under a single organization- Lead the HR Practice during the first Union Elections, resulting in the first Bank of America Card Services Labour Council. No labour incidences and employee satisfaction ratings well above industry2004Director Customer Loyalty and Insurance- Managed the customer loyalty practice via discounts campaigns, points programs and insurance cross sale- Lead the implementation of sales teams with variable incentives tied to performance resulting in substantial sales increase2002-2003Director Sales and Customer Service- Designed and implemented the Sales, Customer Services and Customer Advocate Office. Managed the internal and external teams resulting in Spain as leader of the European MBNA sales and customer satisfaction rankings

- Lead the merger of Santander and Banco Central Hispano Contact Center units, total 1.200 employees. Subsequent sale to Transcom- Obtained ISO 9000 certification for all Santander branches- Trained Banco Santander Executive Committee in the Quality EFQM Model (European Foundation for Quality Management). Represented Santander in a European banking Benchmarking Group: Barclays, Lloyds TSB among others- Implemented the Quality&Customer Service practice in Santander Group: Branches, Central Services and subsidiaries

- Aceite Carbonell. Several positions in the Marketing Department up to Director. Launched first Extra Virgin Olive oil positioned as Premium in Spain- Lead the Legumbres El Hostal marketing department

- Fairy. Responsible for promotions- H&S: Market test in the Canary Islands and launch in rest of Spain