Like many of you, I combine teleworking with being in the office, and I can already tell you that I am a strong advocate of the new ways of working that have arisen thanks to digitalisation and the use of the digital tools provided by ICT. And I am very happy and proud that our company is implementing and using them. We are the best example for our customers, as many of these capabilities are then commercialised by us. Just as I am writing these lines, I have signed up for the pilot that will allow us to test the offshoring of the workplace.
Although, come to think of it, my way of starting the day is very little different, either from home, where I save the hour of public transport, or from the office. As soon as I start the day, I have the habit of going through my e-mail, checking everything that was pending from the previous day and responding to it, as well as reading corporate communications, taking a look at WorkPlace, the global intranet and eDomus, etc.
From there, which is always before 09:00h, I start my pilgrimage of meetings. I work in the Customer Experience Management (CEX), in the team there are three of us: Álvaro Ferreira, the manager, Laura Arango and myself. Among our priorities we analyse the processes to, broadly speaking, eliminate customer friction in the company’s main processes, reduce customer complaints, improve the company’s Net Promoter Score, and, in short, achieve a “five-star” customer experience.
Logistics Customer Jorney
Currently I am in charge of working on the Logistics Customer Jorney. We are analysing all the logistics processes together with all the team involved in order to be able to introduce improvements in this experience.
I am also part of the “Your Customer Route” team in which we are dedicated to the preparation of content from CEX, among other tools, to raise awareness of “Your Customer” (a utility that all employees of Telefónica Spain have at our disposal so that, in the event that something gets stuck in the normal customer service process, we can help our family and friends).
The best moment of the day
My best moment of the day is the breakfast break. Obviously, we take the opportunity to get together with colleagues from the department or any other colleague to have a coffee, take a short break and discuss the week’s issues, both personal and professional.
On the other hand, another of the best things about my day-to-day life at Telefónica are my colleagues. We create a great team that works every day to make this company shine, and without their help and support my day would not be the same.
Tips for getting organised
About how I try to organise myself and some tricks, I would say that I try to have everything marked in my Outlook calendar. There I highlight all the actions I have to do during the working day, it helps me a lot with my tasks. I also rely a lot on the One Drive repository, where I keep my folders with the projects I manage on a daily basis.
But for me the most useful tool, without a doubt, is Teams. I spend the whole day hooked to this application, either communicating with other colleagues or in meetings… what would we be without this tool!
I also use the applications quite a lot on my corporate mobile phone, which sometimes saves me from a rush to get to a meeting on time. Since the arrival of Teams, we are all always on time for meetings.
The customer at the centre of everything
One of the things that I am most proud of and that I want to highlight from my current job in Customer Experience is the unwavering commitment of the entire organisation to put the customer at the centre of everything we do.
Our vision can be summed up as “the customer shapes everything we do“. This is the best strategy for celebrating our centenary, as well as for ensuring Telefónica’s longevity. We are working hard to make our company one of the most admired and we are committed, every day, to offer the best experience to our customers.
