Accountable for managing and defining the overall strategy of the Mobile Division Field force of Spain.Main responsibilities:- Management of full task force with Retail partners . Open Market partners . Carrier partners- Customer experience management:. Enhance customer culture. Adapt customer experience post COVID19- Management of FF Agency. Monitoring and challenging performance through a set of established KPIs- Resources Allocation. Aim to have the optimal ratio of HR per store delivering a positive ROI per HC- Recruiting. Supervision of recruitment process. Adjust HC based on needs (New lanches, Adhoc campaigns, among others)- Performance control. Definition of evaluation matrix and close monitoring of it- Accounting - Budget and Expenses Control. Annual forecst for FF investment. Monthly expenses audit for FF- Incentives. Definition of Bonus Scheme. Tracking achievement - Engagement programme. Creation and execution of motivation projects. Reward outstanding FF individuals- Compensation. Benchmark the industry and similar ones in order to assure that we offer a competitive compensation package to our FF team

Responsible for the Brand Ambassadors - and their supervisors - of Duty Free Outlets for Western Europe (aprox 14 markets). Currently with a team of 25) spread in: Spain, Canaries, France, Portugal, Norway, Sweden, Netherlands & GermanyThis team is responsible for driving approx 30% of sellout volumes for Western EuropeAccountabilities:- Monitoring and controlling the team sales/contacts targets- Training and coaching of the team (Supervisors and BA)- Analyze sales data in order to evaluate and create business opportunities- Implementing and monitor promotions in those outlets- Assure a bold in execution standard of the Feet On The Ground team- Definition and adjustment of the Business and Operation Plan - Mitigating ongoing operational issues that might arise impacting the team's overall performance-

Responsibilities: Data analysis and support to BusinessPlan and OperationPlan for Portugal Tobacco Vending Channel and Reporting of Vending in Spain

Responsibilities: Sales reporting (Daily, Weekly and Monthly) / Creation of data dashboards (Nielsen, Price Tree, among others)

Responsibilities: Forecast volumes of Portugal market / Creation of BC for new launches and pricing strategies

Responsibilities: Enhance visibility in POS, whilst mitigating out of stocks and driving sell out in Retail channel

The Continuous Improvement department acts as an internal consultancy team who has the sole purpose to support the company's contact centers to assure the highest service levels to our clients.The main tasks of this position are:- Assuring weekly reporting of the contact center KPIs- Identifying/implementing improvement opportunities aiming for efficiency- Assure assistance to the contact center and coordinate transversal communication across departments when faced with out of process situations- Analyzing KPIs to create contingency plans to mitigate situations that are distorting clients’ call volumes- Coaching to the call center regarding new products/tasks/procedures- Benchmark of best customer service practices to implement in our company- Assuring testing to products before market enteringProjects involved:- Restructuring of Complaint Management department to reflect current business reality:Due to the result of the company merger there was a need to restructure the whole department which consisted in improving more than 60 processes, 20 systems to assure that more than 25k complaints per month are treated with levels of excellence.- Creation of team sales within customer service support line:With a monthly average of 285k of calls from our customers, we feel that every client interaction must be seen as a prospected sale and with this project the customer support line is currently selling monthly 7k and 13k of core and grade services respectively.- Enhancement of Voice of Customer classification:Weekly meetings with all of operations to gain more sensibility on how to better serve our clients thus enhancing VoC grades. Likewise, coaching and learning sessions were done to prepare our call center to guarantee the highest service levels when tendering to a base of more than 2 million clients. As a result of this project there was a sustained increase of 0,1 points through the following months in our Generalist and Complaint support lines.

My first experience at NOS was as a member of the Customer Service Selfcare department having embraced several challenging projects aiming to enhance the use of selfcare practices among our clients' base.The main tasks of this position were:- Monitoring/calibration of IVR customer support line- Webselfcare project manager- Customer communication project manager- Benchmark of the best selfcare practices to implement in our market- Monitoring company's social presentProjects involved:- Designed and developed customers’ communication channels.- Development of WebSelfcare and APP projects.