Hernan Ibarra

Experience

• 

  SUNAT

  Jan 1992 - Jan 1998

  Collection Systems Coordinator – Maritime Customs Callao

  Responsible for the collection systems of the Maritime Customs of Callao

• 

  Telefónica

  Apr 1998 - Jan 2024

  Responsible for the portfolio of strategic IT projects. Weekly and monthly status of the portfolio of assigned projects. Report to CTIO and IT Director.• The migration project of 100% of the Fiber Optic network to the Pangeaco company was completed, 160K homes connected and 750K homes passed.• Technical update project (Hw and Sw) of the FullStack system (+Simple), Project with an investment of US$5.5MM.• Project to market IPTV product (Fiber Optic TV) Commercial Output phase 1: January-2024.• Kuska Project- HISPAM B2B Digital Services (8 countries), Commercial launch expected 4Q 2024, project with an investment of US$ 24 MM. Show less Responsible for the implementation and monitoring of the FullStack (+Simple) Fixed and Mobile strategic project, with an investment of US$ 313 MM. Key Digital Transformation project, looking at the fronts of: project management, budget, process simplification and change management, migration and co-living. Preparation of weekly reports on progress and risks for decision making to the steering committee. CTIO report, to the IT Transformation Director and the Management Committee, supervision of 3 leaders and 64 collaborators.• Unification of 16 existing old customer service systems to a single platform. Migration 20.1 MM Mobile Services and 2.4 MM Fixed Services from B2C and B2B clients.• 93% reduction in customer service processes and 50% reduction in billing processes.• 73% simplification of the catalog of Fixed and Mobile products and services.• Automation of 67% of Service Fixed Fault processes. Show less Responsible for Quality and improvement of Customer Satisfaction in the Fixed and Mobile Business (20MM subscriptions). Compliance with customer satisfaction goals defined annually at the lowest possible cost. Reports to the Director of Quality and Processes. Supervision of 27 collaborators.• Bravo Multinational Award 2012, for the 2nd highest increase in Customer Satisfaction in the region.• Project Management that increased Internet speed to 800 K customers, + 10 MM Soles/Month.• Mass migration of 600K customers to better internet speed, improvement of E2E Internet processes, generating a 40% reduction in calls for order tracking.• Successful management of the Company's 100K most important Platinum customers. Show less

  • PMO and Transformation Manager

    Jan 2022 - Jan 2024

  • PMO and Transformation Manager (+Simple Program)

    Jan 2015 - Jan 2022

  • Customer Satisfaction Manager

    Jan 2011 - Jan 2015

  • Quality and Continuous Improvement Manager

    Jan 2009 - Jan 2011

  • B2B Segment Head

    Jan 2008 - Jan 2009

  • Head of Certifications

    Mar 2006 - Feb 2008

  • Head of Quality Management Systems

    Nov 2002 - Mar 2006

  • Supervisor – Network Planning Analyst

    Apr 1998 - Nov 2002