Lorena Fernandez Email and Phone Number

Operational marketing Lead for TV Business Line for all Masmovil Brands (Yoigo, Masmovil, Guuk, Euskaltel, R, Telecable, Virgin telco, Racctel+), being connection point between marketing and commercial teams.In charge of sales performance monitoring, improving sales results, reducing churn rate and increasing revenues per customer.Dealing with 3rd Party content providers: Agile TV, DAZN, Netflix, Amazon Prime.Supporting commercial team in order to increase TV sales from a product… Show more Operational marketing Lead for TV Business Line for all Masmovil Brands (Yoigo, Masmovil, Guuk, Euskaltel, R, Telecable, Virgin telco, Racctel+), being connection point between marketing and commercial teams.In charge of sales performance monitoring, improving sales results, reducing churn rate and increasing revenues per customer.Dealing with 3rd Party content providers: Agile TV, DAZN, Netflix, Amazon Prime.Supporting commercial team in order to increase TV sales from a product perspective against competitors. Show less

Launch Virgin telco brand in Spain (May 2020), being the main contact with Virgin UK brand team, in charge of digital commercial strategy definition working closely with digital agency on improving digital sales, customer journey design (new entry, customer growth, support, etc) and sales forecast by channel and commercial KPIs setting1st year GO Live support as GTM lead, main point of contact between marketing and commercial teams, in charge of monitoring sales performance (all sales… Show more Launch Virgin telco brand in Spain (May 2020), being the main contact with Virgin UK brand team, in charge of digital commercial strategy definition working closely with digital agency on improving digital sales, customer journey design (new entry, customer growth, support, etc) and sales forecast by channel and commercial KPIs setting1st year GO Live support as GTM lead, main point of contact between marketing and commercial teams, in charge of monitoring sales performance (all sales channels), and supporting commercial team in order to improve execution and results, translating promotion and product/ pricing strategy to commercial team and OPEX and CAPEX budget control Show less

Depending directly from Euskaltel Group Retail Director, launch new Retail Department focused on assuring PoS Channel efficiency, improving omnichannel strategy that allows an easy on-off customer journey and enhancing customer experience; Develop Retail Dashboard that helps on understanding customer behavior, and implement tracking technology and develop new store types.

Leadership and coordinate finance area projects mainly focused on processes, organization and system transformation to answer Finance Function challenges like value creation, efficiency agility and flexibility answering group challenges due to 3 companies integration process. Directly Reporting to CFO and coordinating finance project impact in business areas and taking part of other business areas projects assuring collaboration and coordination.- New organizational model (SSC) and new… Show more Leadership and coordinate finance area projects mainly focused on processes, organization and system transformation to answer Finance Function challenges like value creation, efficiency agility and flexibility answering group challenges due to 3 companies integration process. Directly Reporting to CFO and coordinating finance project impact in business areas and taking part of other business areas projects assuring collaboration and coordination.- New organizational model (SSC) and new process definition. - Finance SAP Telecable implementation, IFRS16, etc - New logistic model implementation. - Identifying IA, RPA and ML solution to optimize finance function. Show less

Leadership and coordinate finance projects.- SII - Immediate Information Sharing system related with providing VAT books electronically to Spanish Tax and Customs Authority- Define and implement a new commercial model for mobile devives that implies distribution channel assume a key role selling devices direct to customers and operator acts as a mayor; working with commercial, logistic, it, marketing and finance department.- Define and implement a new financing model for… Show more Leadership and coordinate finance projects.- SII - Immediate Information Sharing system related with providing VAT books electronically to Spanish Tax and Customs Authority- Define and implement a new commercial model for mobile devives that implies distribution channel assume a key role selling devices direct to customers and operator acts as a mayor; working with commercial, logistic, it, marketing and finance department.- Define and implement a new financing model for mobile devices that involves a 3rd Party (Bank) which minimize risk exposure and accelerates cash conversion.- Digitalize sales rep process by a developing a new app that covers sales process including documentation scan and digital signature.- Customer documentation management multichannel solution.- Analyze credit and collections processes, policies and procedures and identify changes needed in order to reduce bad debt: Debt collection Agencies, VAT recovery for unpaid invoices and bad debt sale process.- Define new risk policies and implement new risk 360 automated model that combines external and internal data collaborating with Equifax.- Improve current Credit and Collections Dashboard Show less

- Manage and renegotiate 3rd Party SLAs and contracts to improve service and to optimize costs.- Define area KPIs to be reported to CEO and Boards of Directors weekly.- Obtain ISO – 9001 related to customer care- Focus on customer satisfaction: define new claim & compensation policies, review and update customer procedures and processes, minimize companies policies impact on customers, proactively identify risks and define palliative actions.- Implement Social Media Model… Show more - Manage and renegotiate 3rd Party SLAs and contracts to improve service and to optimize costs.- Define area KPIs to be reported to CEO and Boards of Directors weekly.- Obtain ISO – 9001 related to customer care- Focus on customer satisfaction: define new claim & compensation policies, review and update customer procedures and processes, minimize companies policies impact on customers, proactively identify risks and define palliative actions.- Implement Social Media Model Customer Care (Twitter & Chat) and remote technical support (Logmein solution) to improve customer experience, and develop a multichannel integrated strategy.- Implement “Flame Retail Analytics” to monitor telecable retail channel, focused on presence, affluence loyalty and conversion.- In charge of inbound calls and internet channel sales, duplicating conversion rate (inbound call into services sold) from 15% to 30%.- Improve Service Level, minimize lost calls, increase first call resolution rate, monitor customer’s claims and optimize call routing, implement resolution systems automatically.- Develop a new technical support model reducing call transfer to second level from 20% to less than 3%, assuring first call resolution, reducing average call time, improving customer satisfaction and reducing unit costs.- Implement online weekly learning and a documentary management system to assure that agents update and homogenize communication. Show less

- Improve and monitor contracting compliance to assure revenues and accomplish promotions definition.- Reduce lead time to improve customer satisfaction and accelerate revenue generation (5 days reduction).- Automate and integrate contracting & provisioning processes to minimize errors.- Improve procurement process to reduce financial cost and to assure an optimal inventory level.- Manage 3rd Party SLAs and contract negotiation, in order to optimize costs, assure quality and… Show more - Improve and monitor contracting compliance to assure revenues and accomplish promotions definition.- Reduce lead time to improve customer satisfaction and accelerate revenue generation (5 days reduction).- Automate and integrate contracting & provisioning processes to minimize errors.- Improve procurement process to reduce financial cost and to assure an optimal inventory level.- Manage 3rd Party SLAs and contract negotiation, in order to optimize costs, assure quality and minimize provider’s high dependency risk.- Report area KPIs to the Spanish Ministry of Industry Show less

Finance and Performance Management Area and Working Capital, Credit and Collections Leader Spain, and SSC team member.- Global Telco (Spain, Europe and Latin-American) Working Capital Improvement project focused on identifying internal and external best practices to be implemented (Success Fee Project).- Logistic Company (mainly maritime), Order to Cash and Procurement to Pay processes improvement focused on working Capital optimization (Success Fee Project). - Airport Operator… Show more Finance and Performance Management Area and Working Capital, Credit and Collections Leader Spain, and SSC team member.- Global Telco (Spain, Europe and Latin-American) Working Capital Improvement project focused on identifying internal and external best practices to be implemented (Success Fee Project).- Logistic Company (mainly maritime), Order to Cash and Procurement to Pay processes improvement focused on working Capital optimization (Success Fee Project). - Airport Operator, analyse and optimize investment processes focused on profitability but assuring customer satisfaction.- Global Utilities Company, Credit and Collections optimization focused on cash generation and bad debt reduction (Success Fee Project).- Publishing company, Strategic Plan and New Finance Operating and Organization Model definition.- Global Telco, Debt Collection Agencies Operating model definition to increase cash collected and based on a successful fee model.- Global Telco, new organization and process model definition for Credit and Collections area, fixed and mobile business lines integration.- Global Telco, multinational customers operating model definition.- Global Telco (Latin America), revenue assurance opportunities identification. Show less

Business Consultant and Order to Cash Workstream Leader: worldwide business model implementation, system implementation (Oracle Financials). US, Canada, UK and Ireland implementations completed.- New common OtC processes definition and validation with key users.- Requirements definition and providing functional solutions in the system, and customize global solution based on country national legal or processes needs.- In charge of Tax solution definition and implementation… Show more Business Consultant and Order to Cash Workstream Leader: worldwide business model implementation, system implementation (Oracle Financials). US, Canada, UK and Ireland implementations completed.- New common OtC processes definition and validation with key users.- Requirements definition and providing functional solutions in the system, and customize global solution based on country national legal or processes needs.- In charge of Tax solution definition and implementation responsible.- Order to Cash Business Intelligence model definition.- In charge of Testing, UATs and Data Migration responsible.- In charge of OtC Training responsible. Show less

- Publishing Company, analyse two publishing companies integration and define merger process.- Publishing Company, Oracle E-Business Suite implementation for Finance Processes, Data Migration and Key Users training.- Global Telco, Shared Service Center operating and governance model definition (Spain & Latin America) for Finance and HR processes.- Publishing Company, Credit and Collection Process Optimization.