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I love to help organizations realize their operational and strategic objectives by driving operational, financial and people performance, delivering excellent internal and external Customer Experience and ensuring a strong control environment.

Extensive background and hands-on experience in Operations, Contact Centre, Treasury and Customer Relations Management with 3 multi-national financial services companies.

Helped customers and clients in domestic and international markets to achieve their goals through strong relationship management, internal customers to achieve a common vision by identifying, supporting and executing strategic initiatives and multi-cultural, diverse teams to succeed through training & development and assisting them through periods of change with sincere, open and transparent communication.

Happy to change industry, put my transferrable skills to work and contribute to build an organization that is exciting, fulfilling, meaningful and fun.

If you feel I am a good fit for your organization do not hesitate to get in touch with me.

Work experience

Feb 2011Jul 2015

EMEA Fraud Execution Projects & Quality Manager

Citicorp Customer Service SL - Barcelona, Spain

Position focused on addressing common opportunities for continuous innovation and business results. Collaborated with regional and global partners to lead across 13 geographically dispersed teams multiple improvement, standardization and centralization initiatives, and strategic programs around customer interaction and experience, employee satisfaction and operational efficiency and effectiveness, ensuring consistency of approach and sharing of great practices and lessons learned.

Aug 2006Mar 2011

Head of Corporate Services Contact Centre (VP / Operating Committee Member)

Citicorp Customer Services SL - Barcelona, Spain

Ensuring that the Customer Contact Centre runs smoothly from an operational perspective to service over 140 multinational corporate clients and over hundred thousand VIP customers across EMEA, in 17 languages and 24/7; 5 business lines. (Credit Cards, Prepaid Cards, Stock Plan Services, Wealth Management, Global Banking)

May 2005Jul 2006

Chief of Staff (VP / Executive Committee Member)

Citicorp Customer Service SL - Barcelona, Spain

Cross-functional position to support the optimal operating of the working center through initiatives previously defined by the Executive Committee.

Oct 2000Apr 2005

Head of EMEA Treasury Operations Hub (AVP)

Citicorp Customer Service SL - Barcelona, Spain

Locally lead the change and transition of the Treasury operational activities across the region into the EMEA Hub being established and provide leadership to a small team of 4 direct reports and a team of 10 people in their day to day Back and Middle Office activities; plus managerial oversight of the Citibank Spain Securities Operations unit, managed through 2 direct reports and 15 heads.

Aug 1989Sep 2000

Head of Operations | Treasury | Client Portfolio Manager

BBVA Privanza (Suiza) SA - Zürich, Switzerland

A key period for my professional growth where I built a well-rounded background of the business in a financial environment.

Head of Operations overseeing the day to day management of 5 departments through a manager team of 3 direct reports and 25 heads. Promoted into this position after having held mid-management roles in all operational areas of the bank as well as in client-facing areas managing a portfolio of 800+ clients and trading financial instruments in the Treasury Room.



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