Pablo Zabalo Goñi

Asset Management for 4 customers. Avg. net annual return of 7,1% (2004-2016) beating the market. Project Manager for Innothalamus SL (start-up). Development of a new smart fitting room. Monitor the project; coordinate the different areas involved; identify risks; alert senior management of potential roadblocks in order to solve them; analysis of potential suppliers; operational processes.

Led the Customer Care department with a team of more than 390 people ensuring customer satisfaction and achievement of the financial targets. Focus on Net Promoter Score, root cause analysis and process improvement to increase first contact resolution, employee and customer satisfaction, and efficiency. Led the implementation of the new Genesys Contact Center Platform and the redesign of the Customer’s Web and Apps

Project Manager for the Operations department. Co-Led the Project to acquire a new CRM Platform (including analysis, compilation of the functional requirements and negotiation with suppliers). Led the CRM Project, using a lean philosophy, to add new functions, increase efficency and improve customer experience. P&L and Cost & Process analysis, including participation in the annual budgeting and forecasting processes.

After resigning from EMCON to study the IESE MBA, EMCON trusted me to continue to lead the PSA (Peugeot-Citroën) Global Low Cost Car platform quotation.

Responsible for all the costings (components, labor, machine and overheads), financial returns and lean processes for the customers PSA and Renault and ad-hoc support for BMW, Daimler and Nissan/Toyota Business Groups. Co-led the PL7 (Series 1, 3) platform quotation for BMW - annual sales of >$45M (won July 09). Led the Global Low Cost Car platform quotation for PSA - annual sales of >$16M.

Led the T7 (308 and C4) platform quotation (won 2Q 07) for PSA, the KR (Yaris and Aygo) quotation for Toyota (won 3Q 07) and the SGE (Panda) project for Fiat (won 1Q 08) with combined annual sales of >$70m. Preparation of Appropriation Requests to get approval from the company for capital expenditures. In total more than $10m. Make or buy studies including components calculations achieving in total a 5% reduction in costs. Design and optimization of lean production processes.

15 months rotational program. Worked in the forward planning, plant manufacturing, welding technology, try-outs, durability and sales departments. Devised an action plan to resolve quality and performance problems in one process achieving a reduction of 15% in scrap. Researched a test to replicate in a bench a problem that was ocurring on the road in some parts. Repeatability in 70% of the cases achieved. Compiled and documented tooling data for price negotiations with Mercedes-Benz.

Co-led the T1 (206) platform quotation for PSA - annual sales $1m. Calculated and compiled all the data needed for the investments appropiation requests (AR) for total investments of more than $3m. Created a cost tracking system to monitor the profitability of the plant major businesses. Coordinated the team's achievement of the leadership level in the 20 keys program. Trained the cost team (3 persons) for the SCS, European quotation program which runs on SAP.

Ingeniero Industrial Superior