BIOGRAFÍA
CRISTINA MONTERO
Cristina Montero nace en Madrid, es licenciada en Derecho por la Universidad Complutense, y es madre de tres hijos. Siempre ha trabajado en puestos donde ha tenido contacto con los clientes o usuarios, y ello le ha permitido perfeccionar el arte de prestar una experiencia a esos consumidores enriquecedora, cuidada y ágil. Con más de 18 años de experiencia en empresas españolas e internacionales de distintos sectores, siente una pasión contagiosa por la excelencia en el trabajo, y por la implicación de los empleados en una visión donde el consumidor es la brújula de todas las decisiones que se toman. Además es experta en Tráfico Digital, y ha implementado campañas publicitarias de éxito en diferentes sectores. Actualmente, lidera el área de Customer Care en Philip Morris.
EXPERIENCIA
PROFESIONAL
PHILIP MORRIS
Customer Care Sr Leader
2020 - Currently, Madrid, Spain
Designing and leading the Customer Care strategy to ensure an agile and a revolutionary experience for our consumers.
Enabling top performing tools to our sites to boost the consumer conversion, and reduce process waste.
Executing the Customer Centricity & Transformation company plans.
WESTERN UNION
Global Customer Service Process Manager
2013 — 2019. Madrid, Spain
In charge of the design and implementation of processes among 17 sites, with over 4,000 customer service representatives, operating in over 40 languages.
Over 450 processes reviewed per year impacting 3,5 million calls a month with the changes introduced.
A/B testing practices applied to improve the overall customer experience.
Reduction of the Average Handling Time (AHT) by 10%, increasing by 25% the global customer satisfaction, bringing an overall cost saving of $3 millions.
Customer Service Centre Support Manager for EMEA Region
2008 — 2013. Madrid, Spain
Managing the quality and training programs among the Customer and Agent support sites (5 and 280 respectively) for the Europe, Africa and Middle East region (EMEA).
Call migration of 5 partner sites in the region, based on cost saving and efficiency boost. Productivity was raised by 13%.
Practice of operational Due Diligences and executing the integration activities among the newly purchased sites in the region during these years (Fexco, Angelo Costa, Finint & Travelex).
Regional coordinator of Marketing, business development or compliance initiatives which required Call Center support for either customers or agents.
Regional Operations Manager for Spain and Portugal
2005 — 2018. Madrid, Spain
Coordinating, implementing and handling the operational strategies, in order to improve the service quality levels, point of sales automation, fraud prevention and loyalty programs, in line with the company´s standards.
Operating processes implementation for new agents.
Periodical competition´s analysis and agent´s operational evaluations and mystery shopping activities.
ATENTO
Quality Auditor
2003 — 2005. Madrid, Spain
Internal quality audits for 11 sites across Spain.
Processes and documentation enhancement according to the standards of UNE-EN ISO 9001:2000.
Internal quality trainer, delivering courses to employees, top management and national sites.
CATSA
Centro de Asistencia Telefónica S.A.
Customer Service Representative
Handling consumer calls, emails and faxes
Escalated complaints handling from consumers, distributors and providers.
EDUCACIÓN
Universidad Complutense de Madrid
Licenciatura Derecho
1998 – 2003
TESTIMONIALES
Anette Trulsson Corda, General Manager Nordics
“Cristina is an excellent professional with a very solid experience in customer service and call centers. She is results driven and focused on improving the customer experience while optimizing resources and gaining efficiencies. She has experience in navigating complex global companies and thanks to her fantastic interpersonal skill and contagious smile, she is a highly appreciated colleague”
Vanina Acqualagna. Head of Customer Development at PayPal lobal Payments Products: Expertise in Operations & Risk Management, P&L Ownership, & Partnership Development:
“I have been working with Cristina for few years in Western Union: she is very passionate, accurate and with great organizational skills. It has been a pleasure working with her and hope our path will cross again in the future.”
Craig Randall. Director Reimbursement Services at Guild Education.
“I worked with Cristina on several projects and found her knowledge and professionalism to be unmatched. She is engaging, positive when projects get tough, and is one of the strongest individuals at managing critical business relationships I have ever seen. She is also someone who can drive positive change and will be a great team mentor when needed. I would love the opportunity to work with Cristina again!”
Hazem Elhagrasey Senior Leader of Global Payments Products: Expertise in Operations & Risk Management, P&L Ownership, & Partnership Development:
“I had the pleasure of working with Cristina on the European Operations team at Western Union during the mid 2000’s. Although we covered separate regions, we met regularly at trainings and conferences, and we collaborated on pan-European projects as well. I found Cristina to be one of my most thoughtful and organized colleagues, who would consistently plan ahead for expected challenges and document clearly the plan and eventual actions taken. This was extremely valuable given the nature of the work we did, because it allowed for me and other team members to learn from her experiences and take the work she had done in Southern Europe and replicate it with success in other regions. Her professional approach to work and to helping her colleagues made Cristina a valuable asset to the team, but it was her warm and empathic personality that really made her a pleasure to work with. Cristina reminded me of the best salespeople I knew in that she always asked about and remembered details about my life, family and friends. She was great at making me (and others) feel special and at ease. The team of operations managers we worked on was a special group that achieved great results and Cristina was a both a pillar of that team, and part of the “glue” that connected team members together. I would wholeheartedly recommend Cristina for a global operations, business development, or sales role and I’m confident she will be an asset to whatever team she ends up on.”
Paolo S. Data Protection Officer at European Investment Fund (EIF)
“During the years I worked at Western Union I built up an excellent business relationship with Cristina due to her passion, competence and integrity. Cristina has successfully managed customer service related projects all over the EMEA region gaining appreciation by all the stakeholders. I truly recommend Cristina as serious and reliable professional”
Lulu Espino Ng Wanderlust and Happy Retiree in Gold Coast
“It had been an honour and a pleasure to work with Cristina. She combines her operational knowledge, Market know how and customer experience expertise in delivering the right solutions. Her integrity, results driven attitude, and ability to develop and complete projects on time, ensured we had success. Fantastic working with you Cristina. You will always be an asset to any company you work for.”