Carlos Espacios

Since joining Telefónica, I have been involved in transformative projects to create efficiencies, improve workflows, add value for our customers and provide more agile environments for our colleagues. During my seven years at Telefónica Spain, I have worked in Operations, in Business After-Sales. From improvements to processes such as Change Management and Critical Business Incident Management, to being responsible for the Datainternet Service, my focus has always been on the value we offer our customers, ensuring the continuity of their business through our stable and efficient services. I currently lead different lines of work for the functional and business design of a new ticketing platform to optimise E2E incident management in Business Operations, within the CEM Valora project. This is a key transformation project to modernise our flows, facilitate day-to-day work, resulting in better service for our customers, working without silos, with an end-to-end quality vision.