Terrell Sheridan

Head of Customer Care Transformation @ Naturgy

About

As a seasoned leader in customer intelligence and business transformation, I am passionate about leveraging AI, advanced analytics, and digital platforms to redefine the customer experience. With a strong background in business intelligence, financial strategy, and operational efficiency, I have led transformative projects that drive customer engagement, retention, and loyalty. At Naturgy, I have been at the forefront of the 'Naturgy Clientes' project, a strategic initiative that is reshaping how we manage customer interactions across Europe. By overseeing the transition of over 6 million contracts to a next-generation digital platform, we are ensuring a seamless, intuitive, and efficient customer journey. This transformation not only enhances the customer experience but also positions Naturgy as a leader in digital innovation within the energy sector. Key Focus Areas: - AI & Data-Driven Customer Intelligence – Enhancing predictive analytics to anticipate customer needs and reduce churn. - Digital Transformation – Implementing cutting-edge tools to simplify operations and optimize service delivery. - Customer Loyalty & Retention – Driving strategies that strengthen engagement and maximize portfolio value. - Operational Excellence – Leading large-scale transformations with minimal disruptions, ensuring business continuity and efficiency. With a deep commitment to continuous improvement and innovation, I thrive on solving complex business challenges and enabling teams to adopt new technologies and methodologies. If you’re passionate about the future of AI-driven customer care, let’s connect!

Country

Spain

City

Greater Barcelona Metropolitan Area

Industry

Oil & Energy

Skill

Energy Industry, Digital Transformation, Credit Analysis, Real Estate, Real Estate Transactions, SAS (Software), Customer Service, Business Intelligence (BI), Amazon Web Services (AWS), Customer Retention, Customer Experience, Analytics, Artificial Intelligence (AI), Business Transformation, Change Management, Python (Programming Language), SQL, Pricing, Pricing Strategy, Business Strategy

Experience

Head of Customer Care Transformation

Naturgy

2023-9 - Present · 3 yrs 1 mo

Barcelona, Catalonia, Spain

- Leading the transformation of customer care at Naturgy, driving digitalization and process optimization to enhance customer engagement and loyalty. - Driving AI-powered customer service initiatives, automating interactions and improving efficiency through intelligent data-driven decision-making. - Leading the development of Naturgy’s customer service portal, a unified platform for both customers and call center agents, designed to increase self-service adoption and reduce development costs by consolidating functionalities for both collectives. - Managed the transition of 6+ million contracts to a next-generation digital platform as part of the 'Naturgy Clientes' project, ensuring a seamless and intuitive customer experience. - Spearheading initiatives in digital transformation, ensuring that new tools and processes align with customer-centric strategies. - Collaborating with cross-functional teams to align customer insights, sales strategies, and operational excellence within the commercial division.

Customer Intelligence

Naturgy

2021-9 - 2023-9 · 2 yrs 1 mo

Barcelona, Catalonia, Spain

- Defined and executed customer loyalty strategies, addressing key drivers of churn and retention. - Led the transformation of Naturgy’s data management framework, improving governance, analytics, and advanced modeling tools. - Designed personalized retention policies based on data-driven segmentation, increasing portfolio value. - Conducted in-depth market research and competitor analysis to refine commercial strategies.

Customer Loyalty & Development

Naturgy

2020-9 - 2021-9 · 1 yr 1 mo

Barcelona, Catalonia, Spain

- Developed customer engagement and loyalty programs for 2M+ Naturgy customers, reinforcing brand trust and service excellence. - Designed customer retention models, improving cross-selling and upselling strategies.

Head of Sales Operations and Business Intelligence

Nedgia, grupo Naturgy

2017-10 - 2020-9 · 3 yrs

Barcelona, Catalonia, Spain

- Designed and implemented a data-driven sales model to optimize the expansion of Naturgy’s gas distribution network in Spain. - Led the strategic planning for business expansion (2020–2026), ensuring alignment with new regulatory frameworks. - Enhanced third-party sales effectiveness by integrating BI tools for performance tracking and decision-making.

Head of Pricing - Retail

Gas Natural Fenosa

2012-9 - 2017-9 · 5 yrs 1 mo

Barcelona Area, Spain

- Defined pricing strategies for gas and electricity products, optimizing profit margins while maintaining high customer retention. - Developed competitive intelligence models, providing insights for market positioning.

Consultant

Minsait

2011-6 - 2012-9 · 1 yr 4 mos

- Led a turnaround strategy for a Spanish LED-screen manufacturer, identifying five key areas of improvement and developing a recovery plan. - Developed a pricing model for a multinational telecom provider, improving global competitiveness.

Summer Internship

Santander

2010-5 - 2010-8 · 4 mos

- Designed a business plan for the documentary credit division, increasing market share across multiple geographies.

Financial Analyst

Prologis

2006-5 - 2009-5 · 3 yrs 1 mo

Mexico City, Mexico

- Structured multi-million-dollar joint ventures in real estate development and private equity investments. - Led financial structuring for a $20M residential project and a $5M health care REIT investment.

Analista de Crédito

INBURSA GRUPO FINANCIERO, S.A. DE C.V.

2004-4 - 2005-10 · 1 yr 7 mos

- Conducted credit risk analysis for corporate loans ranging from $10M to $100M. - Supported the IPO of a $1B infrastructure firm, contributing to its stock market debut.