Rita Soria López

Lead a team of over 1.5K staff members across the front/back office, legal, field, and real estate sales department, covering the full debt collection from the early recovery to the asset sale. Ensure optimal cost-to-sale ratio in the sales budget execution. Steer the planning and implementation of impactful commercial strategy and marketing plan to achieve a shared vision. Define and introduce new business lines and commercial channels to drive brand reach and awareness.

• Reduced cost per € collected by 43% and cost per €M sold by 25% YoY.

• Expanded the Franchise channel from 32 to 60 stores. Franchise expansion plan, based on a change in the methodology in the allocation of assets and with an adjustment of resources, changed from a channel with a negative margin to a positive one.

• Sold over 1.200M€ Real Estate sold in 2022 and 2021, a 63% increase compared to 2020 and a 30% increase compared to 2019.

• I drove the recruitment strategies, both for call centers and sales teams.

• We draw "The employee journey" from the first contact and throughout the life of the employee in the company.

• We changed from work-on-site to work -from-home during COVID19 in one week

• Generated over €660M collected, comprising investment and third-party collections, improving YoY by 45%.

• I led more than 10 client operations programs (including biggest banks in Spain, and main investment funds as Blackstone, SAREB) being a primary client contact and ensuring their requirements. 100% of SLAs and contractual KPI accomplishment.

Directed a diverse team, encompassing the operations departments, customer service, systems, direct selling company, digital sales channels, DWH, logistics, and processes. Managed a team of 150 direct reports and 950 indirect reports. Executed a sales budget valued at $4M through strategic business planning.

• Created inbound/outbound digital sales channel, which transitioned into 35% of the company's gross adds within six months, generating $12K per month.

• Triggered improvements in KPIs and First Call Resolution (FCR) by 20%.

• Orchestrated the transformation of the customer management area, unifying processes and procedures of all touchpoints with the clients, including IVR, stores, WhatsApp, telephone, and web attention, to achieve a unique company perception.

• I led the relationship with public administrations and big corporate clients.

• I drove the recruitment strategies, both for call centers and sales teams