Vecttor es la compañía líder en la gestión de licencias VTC a nivel nacional. En Vecttor nos dedicamos al transporte urbano de pasajeros con vehículos con conductor. Somos parte del Grupo Cabify y contamos con una flota vehículos que nos permiten poner a disposición de nuestros clientes servicios de movilidad a través de la App de Cabify.Contamos con un gran equipo humano formado por miles de conductores profesionales para que además de llevarte a tu destino disfrutes del trayecto con nosotros.

Reporting directly to the Ride Hiling division CEO, I am responsible for leading the company’s operations and customer experience for all markets. I coordinate the definition of Cabify's vision and strategies for operations development and consolidation (in an efficient and effective way) according to our customers needs (drivers, users, corporate and partners) being, therefore, responsible for coordinating the planning, development & execution from the customers (riders, drivers and partners) needs definition and operations improvement, to the development of processes, routines and projects to reach and consolidate an efficient and reliable operation across our different business units.My objective is to ensure that Cabify operation is providing an outstanding service to our partners, drivers, and riders

Main working areas: participate / lead strategic projects of high relevance for the group and the yearly strategic planning process of the company, assure equity story in terms of ROCE: financial statement, market, product, growth, etc.. participate in integration projects and support in M&A projects (Pre-deal, Post-deal).

The Global Contact Center department is responsible for the definition of the target model (ToBe Model) for all contact center operations across the group: Service model, management model, outsourcing partner contract model, sales model, resources model; and the cost structure - how much should cost the service. Under my responsibility I had the following deliverables: 1. Support customer service & sales directors to define and perform the inbound telemarketing activities accordingly to the standards globally defined: (i) Analyzing and comparing the operating and contracting models for inbound activities of each country to identify best practices and improvement opportunities for the Group. Mostly related to simplification and automation opportunities and the evolution to virtual / online channels; (ii) Working as internal consultant to elaborate an state of the art analysis of the operational model and, latter on, define with them a roadmap and most appropriate short- and medium-term actions to turn it into the Global operating ToBe Model; 2. Support customer service & sales directors to define the specifications (RFIs, RFQs, RFPs) for technology purchases (IVR, ACDs, CRM, Bots, etc..) and contract services, which include also the pre-negotiations phase. 3. Support the digital transformation stream of the contact center business inside Telefonica. Main achievements: (i) Co-Creation, strategic definition, implementation and development of the Global Contact Center Department; (ii) Definition and implementation of a unique outsourcing & vendor management contract at group level; (iii) Definition of Cognitive Contact Center model & requirements, conducting RFI process and implementation of proof of concepts for Operating Business Units across Telefónica.

I worked for the operational excellence department, in charge of complex and cross-departmental process optimization and quality assurance projects. I lead, defined and implemented the new recruiting process for the contact centres. I got trained in Lean&6Sigma methodology and applied this methodology to the redesign this process. I got certified as green belt.

I worked for the customer service & sales department, in charge off handling all customer requests, forecasting demand, defining procedures and assuring quality all along the customer life cycle. I was customer care & sales operational responsible for inbound telemarketing, which was mostly outsourced in a bunch of vendors. I worked hand in hand with Atento - atento.com/es/ - and I had under my scope 350 indirects working in 6 sites in 3 different countries and 6 directs in Telefónica. Our job was divided in 4 main different tasks: 1- Assure an excellent performance of the call centres under my supervision according to three key parameters: availability, procedures performance and sales. Each approach has its specific indicators ,although they are interrelated between them, as: first contact resolution (FCR), service level (SL), conversion rate, customer Satisfaction (CSI), net promoter score (NPS) and so on.... In case of deviations on the expected performance, action plans were put in place. 2- Gather customer insights for procedures improvement and product development. One example was the launch of "Atención SMS" a new contact channel launched by Movistar to handle our clients by SMS, which was the forefather of current chat channel. 3 - Be the customer voice inside the organization identifying causes for insatisfaction. 4 - Help marketing departments and product managers with outsourcing partner training and commissioning schema.

During my stage as trainee in Telefónica de España I worked for several departments. From 09/2010 to 12/2010 - working for the B2C Project Management Office (PMO) in the strategy department. Support managers in the root causes identification for process improvement. From 12/2010 to 05/2011 - Customer Experience Department (CEX) in marketing department. Support my boss in the redesign of processes that they have great impact in our customers satisfaction. From 06/2011 to 12/2011 - Back Office department in Customer Service & Sales Department. Define the back office processes and implement them on the sites. My best experience there was a two month travel to Morocco to lead the implementation of the back office process for the new movistar campaigns, leading a group of five internal colleagues.

During my last year at the Technical University of Munich (TUM) and in order to complete my engineering studies I worked as intern at the Research and Innovation Centre of BMW (Forschungs- und Entwicklungszentrum - FIZ). I worked in the automobile dynamic department at the steering test benches. My tasks included: *Design and fabrication of supplementary pieces that enable the tests of each steering. *Design of every test bench in the department with Catia V5 software*Design of a new termoregulated chamber which allows BMW to test every steering (Thesis)