CIO

• Led the IT department to achieve complete digitalization.

• Key initiatives included:

• Development of a customer service bot integrating Genesys, WhatsApp, and Dialogflow.

• Executed data analysis in Azure Data Lake.

• Implemented RPAs using UiPath and MuleSoft RPA.

• Reduced IT budget from €14M to €9.7M.

• Spearheaded digital transformation and change management for operations in Spain and Portugal, providing 24/7 services in English, Spanish, French, and Portuguese for global customers in Auto, Home, Healthcare, and Travel sectors.

• Member of local Board.

• Achievements:

• Designed a strategic plan for automating business processes using semantic voice recognition (NLP – Lex AWS), omnichannel contact center with ASR/TTS (Nuance), BPM (Bonita Soft) and RPA (Nice).

• Rolled out MS Power BI as a complementary analytical and reporting tool to Business Objects.

• Implemented a multimedia e-learning system.

• Dual role: IT Director (CIO) and Service Operations Director (COO).

As Information Technology Director (CIO):

• Led Cigna's Digital Transformation initiatives including web portal, delivery of SMS, emails, electronic documents, and reimbursement claims.

• Achievements:

• Designed and implemented IT Strategic Plan.

• Introduced IT Governance model based on project management methodologies, SLAs, and KPIs.

• Implemented Big Data and Business Intelligence solutions.

• Created an omnichannel platform using Salesforce (CRM) and Hermes-Vocalcom tools.

• Led roll-out of the alliance between Cigna and ING NN in Spain.

• Established a BPM tool for business process management, KPIs, and SLAs tracking.

As Service Operations Director (COO):

• Improved productivity by 48% during the last three years while maintaining over 99.5% quality.

• Managed operations involving handling 1.4M claims per year with a total cost of €59M and overseeing 28K network providers.

• Highlights:

• Built a multilingual back-office center delivering worldwide customer support.

• Reduced backlog by 78% within four years achieving 'zero backlog' multiple times.

• Developed Fraud Prevention and Detection Unit and Claims Recovery Costs Unit.

• Delivered SLA-driven outcomes including enrollment fulfillment in under 24 hours, dispatching policy documents within 48 hours, reimbursements processed in under 3 days, payments to providers within 10 days, and abandonment rates below 4% in the call center.

• Held multiple positions:

• South Europe IT Director (Jun 2002 - May 2006).

• Iberian Peninsula IT Manager (Oct 1999 - Jun 2002).

• IT Manager of Serono Spain (Feb 1997 - Oct 1999).

• Primary responsibilities included designing IT Strategic Plans, managing multicultural teams, overseeing insourced and outsourced resources.

• Managed IT budget of €3.5M.

• Achievements:

• Executed IT SSC (Shared Services Center) for Spain, Greece, and Portugal.

• Implemented sales operation tools with Siebel.

• Oversaw MRP tool implementation (Oracle Manufacturing).

• Migrated financial systems to Oracle Financials.

• Rolled-out SE Datawarehouse based on Cognos.

• Helped design and implement IT Policies & Procedures.

• Enhanced network and telecom via VPN, IP tools, SAN, and backups.

• Delivered ISO certifications for ERP and IT compliance (ISO 9001:2000, GMP, etc.).

• Published several web portals for various business lines and Therapeutic Areas.