Teresa Castellanos

Observer
DISC Type : ic

Experiencia de cliente at Iberdrola

Madrid y alrededores, Spain

Overview

Teresa Castellanos leads the Customer Experience department at Iberdrola, focusing on designing the customer journey and relationship model. Her career shows a deep specialization in CX, particularly within the utilities sector, having previously managed major energy accounts at consulting firm IZO. She is a graduate of Universidad del País Vasco.

She has a unique background that combines early career experience in advertising and integrated communications for major consumer brands with her current deep specialization in customer experience strategy for the energy industry.

Personality Overview

Value Driven

Example Seeker

Curious

They can sound friendly and charming but can quickly change gears to become inquisitive and probing.  They ask a lot of questions and rely heavily on information and collaterals. They are generally good communicators and can be hard to convince.

Topics They Care About

Customer Journey Design
Her core responsibility at Iberdrola is defining the customer relationship model and designing the end-to-end customer journey for the utility giant.
Utilities Sector CX
Possesses extensive experience focused on the energy industry, having managed accounts for Iberdrola, Endesa, and other utilities while at IZO.
Multi-channel Strategy
In a prior role, she was responsible for designing projects aimed at improving customer experience from a multi-channel perspective for her clients.

Media Appearances

Testimonio: Teresa Castellanos, Iberdrola. Featured in YouTube

See Now

Work History

10-2018
Experiencia de cliente at Iberdrola
6-2014 - 10-2018
gestion de reclamaciones at Iberdrola
6-2012 - 6-2014
Account manager at IZO
4-2010 - 6-2012
Consultora de Desarrollo de Negocio at UNISONO Soluciones de Negocio
Supervisora de Cuentas at BBDO Contrapunto - Madrid

Education

1996 - 2001
licenciatura from Universidad del País Vasco
2004 - 2004
Especialidad from European School of Economics

More Information

Social Presence :

Prographics :

Exp : 16 Location : Madrid y alrededores, Spain Job Level : N/A Designation : Experiencia de cliente at Iberdrola
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Insights For Selling To Teresa

During A Call Or A Meeting

DO's

  • Focus on immediate action-items rather than the larger goals
  • Help them understand the risk aspect fully while inspiring confidence
  • Persuade objectively how your product will help them achieve their goals

DONT's

  • Don’t brush off any concerns, take all questions seriously
  • Don’t rely excessively on your relationship with them to win the deal
  • Avoid making offhand commitments

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Teresa is

  • Proven value, strong testimonials are important for them, rapport can impact decisions a little.
  • Will you ever get a clear answer from Teresa

  • They are practical and friendly, don't expect a clear-cut response often.

Insights For Deal Planning

    How fast (or slow) will Teresa move?

  • They like to perform full analysis and can take time to make any decision.
  • Can Teresa take some risk or not?

  • They weigh all decisions systematically and are unlikely to take many risks.

You And Teresa

Personality Compatibility


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