Miguel Angel Carrasco Martinez

team of 50, developing vision and strategy for Customer Care in the medium/long range, defining and measuring the customer experience through every channel (web, sms, phone, IVR, mail, retail), analyzing data regarding customer contacts to take appropriate decisions to improve cust. sat. I built up the Speech Analytics methodology getting immediate feedback of things happening on the phone. Also responsible of the Area budget supervising more than 200 millions of Euros

in charge of all outsourced and offshored operations for Customer Care. Directly responsible of managing 250k calls per day, 8000 outsourced people with 11 vendors and 25 different sites in Spain, 5 South American countries, Morocco and Romania,. Total budget: more than 150 millions of Euros. Getting to reduce unitary price per transaction by 60% through contract negotiation. Set up operations in South America in less than 4 months. Managed integration in Vodafone of acquisition

In charge of discovering synergies and savings within customer care People and IT Capabilities, leading the relationship with Global IT function and the improvement of capabilities in the outsourcing and offshoring areas for all the 16 controlled Vodafone Operating Companies, achieving savings of more than 500MM€. I.e, I set up a new system for handset support in 4 different countries (RFP, contract negotiation, countries deployment) with savings of 30% in related customers inquiries and 20% implement. cost

involved from the very beginning in the start up of the Company in order to get operational readiness for the commercial launch in one year. I defined all Area processes and IT requirements for the Customer Care area. In paralell I managed a team of 11 "consultants" of XFERA who were collaborating in the build up of the Customer Service area for the mobile operator OniWay in Lisbon

As Consultancy Manager in the areas of Strategy and Change Management within the Telecommunications, Media and High Tech Business Unit, Banking, Utilities and Government, working with multidisciplinary teams and multicultural environments in countries such as the USA, Turkey, Argentina, Mexico, or Brazil.. Clients like Xfera, Airtel-Vodafone, Euskaltel, DirecTV Latin America, Banesto, Argentaria, BCH, Caixa Catalunya, Yapi Kredi Bankasi (Istanbul), Endesa or Correos