Vertically integrated company capable of generating different lines of business:- Modernize, digitize and make the restaurant sector more efficient.- Invest intelligently and controlled in retail and restaurant franchises that are efficient in their management and sustainable with the planet and the community.Currently we have 6 business units: 5 from "Cantina Canalla" (cantinacanalla.com), one more from "Santa Canalla" (santacanalla.com) and another from "Las Muns" (lasmuns.com) located on Madrid and Málaga

Supplementing my profile in a different role, less operational, less technological but more strategic and with a higher knowledge to whole business. Adding new and different skills with strategic projects:- 360 turnarounds to Delight campaign strategy. - Define experience and journey of strategic products and offers (BIT, Ilimitables, Hogar Ilimitable)- Design and conception of Customer Champion strategy a new way of working based on service design methodology and customer journey mind-set.- Heartbeat program project office, designing multichannel surveys to different touchpoints, analysing their results and defining action points to get the best experience.

Management and development of a team of 21, 16x7, aiming the best efficiency for more than 4,5M inbound calls, providing support to more than 21.000 agents in more than 60 sites. In charge of:- Legacy ONO Call Center Network joining to Vodafone infrastructure and evolution of this:o Communications assuranceo Internal infrastructureso Private networks and logical security- Development and implementation of smart routing solutions (based on Afinity and Genesys Technology) with IA capabilities to place each call on the best agent to solve it.- Development of omnichannel tools (phone, email, chat, app, video online store, etc.)- Support to remote desktop tools and evolution of first remote-working call center solution- Support to vendor’s strategy (launches, discontinuations, transfers…)

Management and development of a team of 12, 16x7, routing more than 4,5M inbound calls, providing support to more than 16.000 agents in more than 30 sites. Main functions:- Manage the inclusion of sites from ONO and ensure their operation- Real Time monitoring of the call traffic- Assurance of SL, call traffic management and balance among support centres- Customer care and support model and design assurance - Staffing, forecast and planning control aiming services efficiency and best customer service.- Analysis and impact management (ATL and BTL campaign, multichannel communications, incidences…)

Project manager in the HUB Project (Offshore - Bogotá, Colombia) with the following responsibilities:- Launch and management the first Web Chat service in Vodafone (based on Live Person solution) - Reporting management and improvement- Dimensioning and increasing control (monthly, weekly and daily Capacity’s Plan)- Continuous improvement and release of Workforce processes in order to avoid attrition, absenteeism and get the most slot to trainings- Budgetary control by centre and campaign

360º platform management and relative projects, KPIs management, services release APs and projects, budget monitoring, dimensioning and prospects.The Project had three main and distinctive highlights:- Improve and optimization of the service that attend issues, technical incidences and requirements from customers with “Oficina Vodafone” products (One Net), switchboards and Virtual PBX- Exclusive service release of maintenance technicians for “Oficina Vodafone” product and virtual PBX with their own numbering, unique agents and distinctive processes.- Design, release and manage of the “New Business incident manage service”. This service is meant to the on call treatment of customers’ incidences avoiding back office ticket in second level, increasing satisfaction and decreasing waiting times.

Design and management a new Customer Complaints service, first service with on a call resolution to official complaints. Management on site in, platform control, processes improvement, KPI monitoring and improvement, forecast and headcount planning control and management of the project growth. Main goals were:- Planning and control of the platform growth (+300% initial volume)- Improvement and control back-office SL over 85% (+300 pp) with Backlog reduction (- 97%)- Customer Satisfaction improvement and query resolution, at in-country platforms level- AHT Improvement ( -25%) and productivity growth (+300%)

Joining Vodafone via Talent program (currently “Graduate Program”). Process improvement and model definition of the technical support service, first and second level, for call handling and technical incidences resolution

Junior Software Analyst, in charge of development and test of security tools as part of a team of University teachers.