Carlos García Molina

• Led the IT department with the objective of finishing digitalization: customer service bot using Genesys, WhatsApp and Dialogflow.

• Data analysis in Azure Data Lake.

• RPAs using UiPath and MuleSoft RPA (not only as an API manager).

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

• Led digital transformation and change management of Operations in Spain and Portugal.

• Provided 24/7 services in English, Spanish, French and Portuguese to customers of Auto, Home, Healthcare and Travel, both in the Iberian Peninsula and globally.

• Member of local Board.

• Designed strategic plan to automate business processes using semantic voice recognition (NLP – Lex AWS), omnichannel contact center with ASR/TTS (Nuance), BPM (Bonita Soft) and RPA (Nice); executed first phase.

• Rolled out MS Power BI as a complementary tool to Business Objects for better visual analysis and reporting and implemented a multimedia e-Learning system.

As Information Technology Director (CIO):

• Designed and implemented IT strategic plan.

• Introduced IT governance model based on project management methodology, SLAs and KPIs.

• Implemented big data and business intelligence solutions.

• Created an omnichannel platform using Salesforce (CRM) and Hermes-Vocalcom (contact center) tools to support customer and sales call centers.

• Led roll out of alliance in Spain between Cigna and ING NN both from a technological and operational level.

• Built and kept continuously updated a BCP, performing two real tests per year.

• Established a BPM tool to manage business processes, set up KPI and SLA follow-up.

As Service Operations Director (COO):

• Drove consistent and more integrated performance standards with 48% increase in operations productivity over three years while maintaining quality higher than 99.5%, handling 1.4M claims per year, total cost of €59M and managing 28K network providers.

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

• Reduced backlog up to 78% in four years achieving zero backlog several times.

• Designed and implemented the Fraud Prevention and Detection Unit and Claims Recovery Costs Unit.

• Set up policies enrolment and fulfillment in less than 24 hours, dispatched policies T&C documents in less than 48 hours, customer reimbursements in less than three working days, payments to network providers in less than ten days and call center abandonment calls less than 4%, all in accordance with customer SLAs.

• Designed and implemented an IT strategic plan.

• Led a multi-cultural IT team and managed insourced (20 FTE) and outsourced resources to execute projects at national and multinational level.

• Managed an IT budget of €3.5M and continuously negotiated with IT vendors (corporate and third parties).

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

• Computerized sales operations via Siebel to allow sales reps to report back to home office.

• Proposed and oversaw MRP tool (Oracle Manufacturing) implementation in a major Spanish plant.

• Migrated finance system from in-house AS/400 to standard ERP (Oracle Financials).

• Implemented business intelligence solution: South Europe data warehouse based on Cognos.

• Assisted corporate IT management in design and implementation of IT policies and procedures.

• Obtained ISO 9001:2000 certification for IT and other quality and compliance certifications (GMP, 21CFR11, SOX, ITIL, ISO17799, BS 7799:2002).

• Enhanced network and telecom systems in South Europe region through IP voice tools, VPN connectivity, SAN and virtual library backup.

• Designed and published several web portals for all business lines and therapeutic areas.