Lourdes Saez Email & Phone Number

Londres, Inglaterra, Reino Unido

Goals:Business DevelopmentExternal CommunicationAchievements:Increase in pipeline input by capturing new clients and new projects on existing clients in Europe and LatamSuccessful communication strategy by focusing in target. We did more with less money.

Goals:• Brand, Communication, PR, CX Achievements:• Official congratulations from clients and partners for the rebranding. It includes web development, which has showed to an increase in leads and their quality• Appearance in relevant Spanish media such as Expansión, La Sexta, RNE, etc.

Goals:Innovation trends analysisDigital Service and CX products developmentFull customer cycle managementAchievements:Increase in pipeline input by double digits thanks to the new product portfolio designed by meCapture of new clients and new services on existing clients in Spain and Latam

Madrid Y Alrededores, España

Goals:Department strategy definition (created by me)Integrate different companies into a common culture (employee branding)Digital transformation of the internal client experience Internal Communication and events organization: all-hands sessions, Christmas party, etc.Management of the internal team and providersAchievements:Improve employee satisfaction (+5 pp in climate survey, exceeding 80% and climb from 45 to 21 in Actualidad Económica ranking)Corporate ERP migration (7 societies) to SAP in 9 months with no issuesCreation of an employee portal as the company’s single point of contact (average 3 visits per month per employee)Digitalization of query processes, holidays and medical leaves request, Flexible Remuneration, Whoiswho, personal data modification, payroll download, etc.Digitalization of communication channels with push notifications and customized information in the employee portal

Madrid

Goals:Become mobile-only brands into full operators for MÁSMÓVIL and Yoigo (brand perception, sales, and customer care)Management of all sales and customer care online channels (web, apps, social networks) of the MÁSMÓVIL, Yoigo and Llamaya brandsManagement of the internal team (5 people), the external team (5 people) and suppliersAchievements:Raise online channel to the first sales channel in Yoigo (34%) and MÁSMÓVIL (45%), by using Artificial Intelligence in lead management, SEO enhancements and, other data-driven improvementsRevamp all digital channels for all the brands, in sales as well as customer care, achieving an increased used of more than 30%Improve response to customer incidents in social networks by 400% (FCR)Several national Trending Topics

Madrid

Goals:Lead customer care digitalization projectOnline management of ONO customer base (self-care, email marketing, etc.)Management of the internal team and suppliersAchievements:New online platform definition (taxonomy, design and copies) for all Vodafone customers and services, in less than10 weeksSuccessful trial of IVR calls automation (cost reduction estimated in 90% for this type of calls)Manager index (scored by my team inside climate survey) of 100%

Madrid

Goals:Creation of the digital customer service channel, focusing on self-management and improvement of customer experienceManagement of all sales and customer care online channels (web, apps, social networks) Responsible for email marketing of the companyManagement of the internal team (14 people) and providersAchievements:Consolidation of the online channel as customers' favourite both in sales (36%) and customer care(65%)Customer care costs reduction of € 2M / yearIncrease ONO's NPS (Net Promoter Score) by 20 pointsDigitization of all customers processes: breakdowns, collections, claims, etc.

Madrid

Goals:Creation of the retail channel after the merger with AUNA (customer service points) and Retecal (commercial offices)Definition and fulfilment of the sales plan in stores and franchisesSet commissions scheme and goals in stores and franchisesOpening of new stores and franchises: feasibility analysis, design, civil works and recruitmentSupport for internal processes: disconnections, claims, logistics, etc.Management of the internal team (309 geographically distributed people) and providersAchievements:Increase productivity per point of sale by 300%Climb from the last to the second sales channel (30%)Change of the remuneration system without union complaints

Madrid

Goals:Definition and improvement of customer processesProgramme Management of transversal projectsBusiness impact analysis (data mining)Reports for official bodiesAchievements:Cost savings through the application of Six Sigma methodology of €20MImprove customer satisfaction by 27%TV churn reduction greater than 20%Efficiency improvement by 13% due to reengineering of large account processes after the purchase of Telia Sonera

Madrid

Responsible of product implementation, regarding Time To Market and cost of new products and releases

Madrid Y Alrededores, España