How long have you been with Telefónica and what is your assessment of your time here?
I have been with Telefónica Venezuela for 15 years, I joined as quality manager for customer service channels. Ever since I left university I always wanted to work here. At that time it didn’t happen, but after a few years, with more professional experience, I was able to achieve my dream, which has taught me that everything comes in its own time. I value many things about this company, firstly, the opportunities I have had to meet inspiring leaders, who have taught me to mature professionally.
Some of my most valued friendships have come from here, who have gone from colleagues to life partners, the ethic of a job well done, of delivering the best quality deliverables, of deepening the knowledge of what you do, of changing and innovating, adapting to the changing environment and the new realities we face.
I also value very much the ability to team up with people, that your achievements are the sum of the contribution of several people and finally the opportunity to learn, to keep up to date with these increasingly accelerated changes. Here you don’t have time to get bored.
Is there any project at Telefónica that you are particularly proud or satisfied with?
Many, having built the entire model for monitoring the quality and measurement of the customer’s transactional experience, which is still in place today, of course, with its changes and adjusted to today’s reality.
All the development from virtual channels to self-management means, such as Mi Movistar, the IVR and the old USSD, adopting the best world practices in the telco sector, which has allowed us to have today more than 90% of contacts self-managed, which translates into very important monetary efficiencies for the company.
I am also proud of what I am doing now in terms of digital transformation, automating processes through RPA and other tools, developing new means of digital self-management, always exploring where to automate, simplify and be more digital.
What do you think Telefónica has contributed to society?
A lot, firstly, its mission to keep people connected, it’s not technology that we sell, it’s the emotional connection between people, being able to stay connected with your family and friends, no matter where they are, to see what’s happening in the world, thanks to networks, technology and the work that all of us who make a living in this organisation do. Secondly, the contribution to social activities through the Telefónica Foundation, bringing technology to classrooms, to people with fewer resources and being present in countless projects.
Where do you see Telefónica in the future?
I see it bigger, with more human, cutting-edge technology that allows people to maintain emotional ties between them, making contributions through its networks, platforms and artificial intelligence to many fields of human knowledge, such as medicine, education, engineering, finance and science.
Could you live without a mobile phone?
No, definitely not, I can forget anything when I leave the house, but not my phone. Once I did and I spent the whole day as if I had left a part of me at home. It is my means of connecting with the world, I admit I am a phone-dependent person. When I am digitally disconnected, yes, I turn it down and look for other activities that don’t rely so much on technology.
Help us solve one of humanity’s great enigmas: the potato omelette… With onion or without onion?
With onion, the onion has to be present in the omelette, in all existing stews it gives a magical touch and consistency to the food.
Nominate other colleagues to appear in this section
I nominate Reyna Villarroel, Miguelina Renzullo and Jenny Caicedo.
