Senior Vice President / Head of Customer Contact Center Santander
Emilio Cristobal, Senior Vice President at Santander Bank, is the Head of the Customer Contact Centers and responsible for General Customer Care, Specialized Services, (Credit Card, Investments, Mortgage, Online Banking, Email/Social Media), Dedicated Sales, Account Specialists, Fulfillment and the islands for Mass Affluent and Small Business.
Part of his responsibilities include full oversight for all functional areas in the contact center, including Quality and Compliance, Learning, Development and Engagement, Sales, Efficiencies and Performance Management.
Emilio has more than 17 years of international career in Europe, the Americas and Asia. During this time he has developed his expertise in Contact Centers with an extensive record in operations, finance, strategy and sales within the banking, insurance and telecommunication industries. Part of his experience comes from helping companies such as BBVA, Banco Popular, Zurich, or Telefonica to maximize customer experience by implementing multichannel strategies while managing teams of more than 2,000 agents. Emilio contributed during 12 years to help global call center leader Atento expand operations in Spain, Japan and US, leading the externalization of all US customer service operations for BBVA Compass. In his last role in Atento he was the Country Head for USA and Puerto Rico. Emilio previously spent time with BBVA in the Syndication and Corporate credit markets for North and South America as a Senior Credit Analyst in the New York branch