Business strategy, Innovation and Transformation Consulting

Contributing to redesign and lead the transformation of the Company to double the business results in 2015

Business management and strategic consultancy services

• Developed the 2009 - 2016 corporate strategy and business plans for each customer segment, key factors in achieving the growth goals for each business area and the strategic repositioning of the Institution as a responsible player in Chile’s social protection• Designed the 2011 - 2016 repositioning strategy for the “Cajas” Industry, with a renewed social object proposal for the Chilean State• Designed the business plan to enroll retired Armed Forces personnel in Caja Los Héroes• Designed the institutional strategies to manage the impact of new social laws being passed in the Chilean Parliament • Designed the strategic plan to handle the public and private social transactions through the institution´s networks Headed the Management Control Division in parallel, and for two months

• Implemented the Business Intelligence Division, positioning it as a strategic role in the business model• Increased by 100% the effectiveness of credit sales campaigns • Directly contributed to raise credit sales from CH$15,000 million to CH$25,000 million• Directly contributed to maintain 43% market share of the retired persons’ market and to consolidate the value proposal of the workers’ market• Designed the institutional service model for the pension payment network (243 branches, 1500 rural payment points) which directly contributed to the image of “the company that dignified the pension payment service”, while reducing the sales force by 50%, optimizing enrollment effectiveness in each branch Headed the Operations and Technology Division in parallel, and for six months

• Designed and led the Technology Strategic Plan, which required three years to be implemented and a US$6 million investment. This contributed directly to increase credits evaluated per month from 5,000 to 15,000 and to raise the yearly credit sales from CH$25,000 million to CH$47,000 million• Coordinated the Technology Due Diligence for the sale of 51% of the company to the BBVA Group, a US$110 million transaction. The excellent results and reports generated by external analysts resulted in an extraordinary bonus.• Designed and implemented the Final Customer´s Division with a new customer-oriented service model and KPIs which raised the renewal of car financing credits• Designed and led the corporate strategic planning processes; their execution was crucial to achieve the extraordinary results in company growth and image

• Conducted various strategic consultancy projects in business design and planning with Balanced Scorecards, which directly contributed to the customers’ business growth and expansion: Banco Estado, Banco de Chile, Banco Santiago, Redbanc, Consorcio Nacional de Seguros, Altec (Santander Group), Nuevo Mundo Consortium, Inphone, Alstom Chile, A.J. Broom Maritime Company, and Nissan and Kia auto dealers in the 10th Region• Conducted several workshops in Strategic Management, Systems Thinking, Communication and Sales Skills Development, obtaining excellent customer evaluations and feedback

• Implemented the Business Intelligence Division, increasing effectiveness of credit sales campaigns by 180%• Implemented the corporate quality model (ISO 9000 certified) and the “Customer’s Defender” enhancing customer perception as a responsible and committed bank • Internal consultant for implementing a new customer´s base segmentation and business value proposal• Corporate project leader, to optimize the commercial processes of retail banking according to ISO 9000 and EFQM models

• Implemented the Contact Center (CRM focus), with a US$1 million investment• Directly contributed to consolidate Electronic Banking business via Internet• Leaded the technological development for all the electronic delivery channels

• Renewal and expansion of the ATM network; US$2 million investment• Renewal and redesign of the Call Center and Telemarketing channel; US$600,000 investment• Implemented the automated Central Fax Service; US$100,000 investment• Implemented the first Chilean banking industry Web Site