Diego Francisco Lara Ozaeta

• Leading end-to-end operations for Customer Service and Sales across Madrid and Galicia • Managing team performance, KPIs, SLA, TMO and service quality to ensure operational excellence • Defining commercial strategies and operational frameworks to improve conversion and efficiency (recovery average of €12,000 per client + 20% company profit out of 22k open cases annually) • Managing client relationships and digital reputation within financial services sector • Supporting financial and legal advisory processes related to Revolving credit products, Paternity compliment and 2nd Opportunity law

• Led multilingual international projects (EUIPO, Europcar) across Spain, Italy and UK, managing end-to-end delivery in contact center environments • Owned full project lifecycle including planning, scope, risk management and stakeholder coordination across multi-country operations • Managed P&L, cost control and operational performance, overseeing campaigns with revenues exceeding €4M annually • Drove digital transformation initiatives by implementing AI and automation solutions (VoiceBot), improving productivity and Customer Experience (CX) • Coordinated international operations and cross-functional teams, ensuring service quality, KPI compliance and operational efficiency • Contributed to business growth through commercial initiatives, including a global intellectual property pilot generating €85K annual revenue

- Primary responsible for planning and developing the strategy for the implementation phase, timelines, development, integrations, launch, and maintenance of projects at both national and international levels. - In charge of the manufacturing process of equipment, software development, logistics management for shipments, and coordination between the I+D+d department, logistics center, and commercial office. - Direct communication with healthcare and pharmaceutical authorities from various health departments across Spain. - Project cost control and business profitability evaluation. - Training sessions for specialists, pharmacists, and pharmacy technicians on the product and its operation.

- Responsible for planning & executing the strategy to comply with the contract statement clauses for clients located in Canada, USA, South & Central America. - In charge of maintaining lucrativeness & financial health in the projects I've managed for clients in the E-commerce, credit / banking enterprise, healthy lifestyle technology and telecomunications. - Liable for building a strong business relationship with the vendor manager / client to propose business growth & attainability projects. - Lead a large group of labor professionals, execute development, motivation and attrition reduction projects.

- Responsible for developing the strategy aligned between the employment contract & account objectives to gain additional business and lead a group of professionals / junior staff members. - Develop the professionals talent using the tools that the company provides us such as training, mentoring, certifications, live briefings and proper use of the available development platforms - Implement innovative projects to boost the productive internal business and personal growth

-Distribute & monitor resources appropriately based on the statistics previously provided by the analysis of KPIs, real-time data, historical BPO trends - Prepare a strategic planning that includes all those elements that may generate an impact on the operating mechanism established for the account - Payroll analysis, budgeting, productive / billable time, invoicing, financial planning & forecasting

- Accounting, inventory, and merchandising - Customer service, employee's payroll, analysis of KPIs and creation of new objectives, client portfolio & Staff recruitment

- Software / POS equipment store coordinator, customer service and potential clients research - Responsible for the inventory, sales stats, product logistics and treat with IT pocs - In charge of the sales portfolio and organize the module in the technological national fairs

Business Administration (ADE) - Technology and Management (B.A.C.)