Member of the Lyntia Steering Committee (i.e. “Comité de Dirección”), responsible for Commercial Operations and Portugal, before Deputy CEO and Cross Projects Director. Currently leading several cross departmental areas and projects, including Commercial Planning, Bidding and Provisioning, Commercial and CRM tools and Business Development Office. Responsible for the setup of the lyntia present in Portugal, with a strong focus on commercial development.

Independent member of the Strategic Committee. Advisory on technical and commercial telecommunication topics. Support on business opportunities.

Description: member of the executive committee of Vodafone Spain responsible for the operational engine of the company, including Customer Care (for Consumer and Enterprise), Self-care channels (ecare/mcare), Technical and fixed field support, Collections, Wholesale, Product Development and Transformation. During previous years: sponsor of the Digital transformation and Fibber projects and responsible for Customer Experience, Fixed Operations and MVNO business. Key accomplishments: lead the… Show more Description: member of the executive committee of Vodafone Spain responsible for the operational engine of the company, including Customer Care (for Consumer and Enterprise), Self-care channels (ecare/mcare), Technical and fixed field support, Collections, Wholesale, Product Development and Transformation. During previous years: sponsor of the Digital transformation and Fibber projects and responsible for Customer Experience, Fixed Operations and MVNO business. Key accomplishments: lead the customer experience transformation of the company, from third to first in market NPS, coordinating complex projects involving all areas of the company. Merge the customer operations and field services of Vodafone Spain and Ono. Evolution of the Care model towards segmentation, personalization and digital, reducing cost and increasing satisfaction. Deployment of digital assets (Mi Vodafone App, AI/Bots) and Customer Operations Agile teams. Lead several transformation projects: customer experience, integration of processes and systems, fibber project, reengineering of collections. Strong involvement in the shaping of the digital transformation project of the company. Show less

Description: Páginas Amarelas is a B2B company that sells advertising products using a national sales force, mainly to Small and Medium companies. Main products: Online (Search Engine Optimization/Sites, Search Engine Advertising/Google AdWords and Display/Facebook) and Print (Yellow and White Pages books). The company has gone through a significant transformation process to get more than 80% of the revenues from Online. The General Manager reported to a non-executive Board (shareholders Truvo… Show more Description: Páginas Amarelas is a B2B company that sells advertising products using a national sales force, mainly to Small and Medium companies. Main products: Online (Search Engine Optimization/Sites, Search Engine Advertising/Google AdWords and Display/Facebook) and Print (Yellow and White Pages books). The company has gone through a significant transformation process to get more than 80% of the revenues from Online. The General Manager reported to a non-executive Board (shareholders Truvo and Portugal Telecom), with significant operational autonomy, full responsibility over P&L and 7 areas reporting directly: Sales, Offer, Go to Market, Operations, Finance, Human Resources and IT. Key accomplishments: definition of a clear positioning and value propositions (product, price, distribution), leading to the consolidation of the commercial offer and pricing simplification, implemented a customer oriented culture with significant improvement in customer satisfaction, increased the sales focus around core activities (acquisition and retention), improved sales support materials and systems. Implemented a major restructuring plan, improved performance evaluation, launched a comprehensive training program for middle management and increased employee engagement. Reinforced on-going cash and cost optimization projects. Show less

Description: reporting to the CEO, responsible to lead a transformation project to create a superior Online experience for Consumer and Enterprise segments in Vodafone Portugal. The objective was to make online one of the main channels to address customers and prospects, building differentiation and reduce cost. Direct responsibility over all aspects of the online presence: eSales (online shop), eMarketing (email marketing), eCare (FAQs and Selfcare), Social Media and Internal web enablement… Show more Description: reporting to the CEO, responsible to lead a transformation project to create a superior Online experience for Consumer and Enterprise segments in Vodafone Portugal. The objective was to make online one of the main channels to address customers and prospects, building differentiation and reduce cost. Direct responsibility over all aspects of the online presence: eSales (online shop), eMarketing (email marketing), eCare (FAQs and Selfcare), Social Media and Internal web enablement. Member of the Vodafone Online Board (heads of Online).Key accomplishments: define and agree the scope of the project, business plan and organization, both with local stakeholders and Vodafone Group. Completed the staffing and initiated several structural projects for the Online infrastructure: new web site, define and launch social media presence and new online shop for Consumer segment. Launched tactical projects to improve commercial results. Show less

Description: responsible for managing the enterprise segment (Soho, SMEs and Corporate customers) with market share and P&L responsibility. The segment represented around 40% of the company revenues. Directors reporting: Marketing, Support (customers and channel) and Regional Sales departments (North, Center, South & Islands and Corporate Accounts) and around 250 employees. Sales channels: retail, telesales, certified dealers and direct sales force. Member of the main operational and strategic… Show more Description: responsible for managing the enterprise segment (Soho, SMEs and Corporate customers) with market share and P&L responsibility. The segment represented around 40% of the company revenues. Directors reporting: Marketing, Support (customers and channel) and Regional Sales departments (North, Center, South & Islands and Corporate Accounts) and around 250 employees. Sales channels: retail, telesales, certified dealers and direct sales force. Member of the main operational and strategic forums of Vodafone Portugal. Vodafone Portugal representative in the Vodafone Enterprise Board, joining the heads of Enterprise Units from 7 European markets.Key accomplishments: revenue leadership in the segment and increased revenues in an environment with very strong competition and strong price erosion on mobile voice prices. Implemented segmented value propositions for Soho (i.e. Vodafone PRO) and SME (i.e. Vodafone PME). Implemented a certification program for dealers channel with an extensive training, quality control and revised the commission system. Initiated an expensive go to market program to increase sales and revenues from mobile data services (already represents double digit of overall revenues): from a single product (mobile voice) to a portfolio sales approach with voice, data and fixed services. Developed new sales and support channels: business offer in Vodafone Branded stores and Telesales channel. Show less

Description: responsible for Product Development and CRM & Insights Key accomplishments: Launched 3G services in Portugal and several other data services, increased penetration of SMS, MMS and mobile portal services. Launched an integrated CRM program based on a close control of main service indicators (with involvement of top management), ongoing reengineering of basic support processes and several delight initiatives. Developed campaign management, data mining, value scoring and… Show more Description: responsible for Product Development and CRM & Insights Key accomplishments: Launched 3G services in Portugal and several other data services, increased penetration of SMS, MMS and mobile portal services. Launched an integrated CRM program based on a close control of main service indicators (with involvement of top management), ongoing reengineering of basic support processes and several delight initiatives. Developed campaign management, data mining, value scoring and segmentation capabilities. All this projects contributed to a clear lead on innovation and customer satisfaction indicators in our market and are “best in class” in the Vodafone Group. Show less

Description: lead a very small and autonomous team that envisioned, launched and developed a specific brand for Youth segment with full responsibility for brand, advertising, product development, pricing, distribution and CRM. The Unit had market share and P&L responsibility.Key accomplishments: initiated the turnaround of the market share on the youth segment (15-25 years old). Introduced several disruptive concepts in the mobile market: specific brand and advertising communication to… Show more Description: lead a very small and autonomous team that envisioned, launched and developed a specific brand for Youth segment with full responsibility for brand, advertising, product development, pricing, distribution and CRM. The Unit had market share and P&L responsibility.Key accomplishments: initiated the turnaround of the market share on the youth segment (15-25 years old). Introduced several disruptive concepts in the mobile market: specific brand and advertising communication to the youth segment, ongoing pricing promotions; community pricing; new services and connection between mobile and internet (with a specific interactive site); shop in shop retail implementation with specific logistics; viral marketing actions in schools and other youth locations. Show less

Description: responsible for product management, pricing and insights generation (market studies and competitor analysis).Key accomplishments: reorganized voice pricing structure to address several segments launched a framework of market studies to monitor market share and customer satisfaction and several innovative products and services

Description: Managed call center and provisioning operations. Definition, implementation and reengineering of main CRM processes.Key accomplishments: Led customer service from a very small operation, with a couple dozen employees to a big organization with several hundred people (more than 500). Extensive reengineering with customer centric mindset (I.e. PRIDE project). Implementation of several support systems (Siebel, intelligent Automatic Call Distribution, IVR). Planning, staffing… Show more Description: Managed call center and provisioning operations. Definition, implementation and reengineering of main CRM processes.Key accomplishments: Led customer service from a very small operation, with a couple dozen employees to a big organization with several hundred people (more than 500). Extensive reengineering with customer centric mindset (I.e. PRIDE project). Implementation of several support systems (Siebel, intelligent Automatic Call Distribution, IVR). Planning, staffing and control mechanisms to reach service levels while maintaining costs under control. In the process gained ISO9001 certification and a clear lead on customer service satisfaction indicators (compared with competitors). Show less

Description: very diversified set of support functions, from financial planning, project management and process implementation.Key accomplishments: launched fast repair service for handsets, designed the planning and operational model for customer service staffing, launched insurance service for mobile.