GONZALO ROBERTO ZÚÑIGA CORRAL

23 February 8245 House K, La Reina

Santiago, CHILE

Phone: 9575331 - Cellular:(09) 9579 6685 – (09) 9359 4234

Industrial Civil Engineer (Universidad de Chile), with manager experience in customer services managementatnationwide level. Has organized and led work groups achieving major changes in organizations. He has had 16 years of experience in organizations that deal massively with customers. Dealing with opportunities brought by new technologies he has led service improvements and savings redesigning processes. Highlyskilled in innovation, with a strategic vision, goal oriented work and excellent team work.

Professional Experience

2006 to date – Senior Consultant at Etcheberry Consulters

Consultancy Company, created by Javier Etcheberry C. ex minister, CEO and Director of big companies and organizations. In this job, has led many projects. The outcomes and goals achieved are the following:

  • Asociación de ISAPRES de Chile(Chilean Medical Insurance Association)

Designed the internet process to become a member of an “ISAPRE”. (Medical Insurance) This requires the use of the electronic signature that is allowed in Chile. This work required coordination with the “ISAPRES” (Medical Insurance) operational managers, Medical Insurance Companies legal heads and government representatives (Superintendence of Medical Insurance)

  • INACAP

Established an Internet payment process, for the 72.000 students. With this INACAPis the first high educational institution that has the complete joining process through Internet. He also designed a modern and efficient student and teacher assistance control system.

  • Municipalidad (Council) de Vitacura

The web site was redesigned and 9 procedures were analyzed. Among other achievements, it was achieved that the license plate payment was possible to be paid completely over the internet. Some kind of police tickets were possible to be paid on line. Legal documents (decretos) where published in the internet with the approval of the legal office.

2006 Consultancy - Guatemala IRS

Studied and recommendeda tax payer assistance integral solution. These proposals used new technologies like internet, CallCenter, CRM tools and office attention desks at the regional offices.

1992- 2006 Chilean IRS - Servicio de Impuestos Internos - S.I.I.

2003-2006 Head of Taxpayers AssistanceDepartment

  • Led the transformation of the Communications and Marketing Department
  • Led a team of 25 professionals, among them are, engineers, lawyers, publicists, technicians, designers, tax agents, web editors, etc.
  • Designed, developed and led a team and process that restructured the taxpayer assistance. This meant to hire and organize a team and processes needed to create the tax knowledge base that is used by more than 500.000 users monthly. The answers to the tax questions are published in the internet are acceded by multiple channels (internet, CallCenter and Intranet by the SII employees). Achieving 3500 FAQS published without mistakes. This reduced the public coming into the 26 offices in the country.
  • RepresentedChile in an OCDE tax meeting. This meeting was held in Stockholm and the Chilean case was presented in front of a multinational audience.
  • RepresentedChile in theofficial visit to the Canadian Tax Administration.
  • Was invited by CORFO to expose de Chilean tax case in the CEBIT worldfear held in Hannover, Germany.
  • Head of the Communications and Marketing Department
  • Led the creation of the Communications and Marketing department with the goal of increasing the use of the internet.
  • Led the implementation of the internet tax processes in Chile, a goal very well known in Chile. In 4 years it is achieved 100% of the 2.000.000 tax returns over the Internet.
  • Led and participated in the teams that implemented the functional developments of the SII web site. For example, the Income Tax declaration and the payment of the contributions.
  • Led and conducted a team of 22 professionals, technicians and web editors.
  • RepresentedChile in the “Centro Interamericano de Administradores Tributarios” in Panamá. This was a work group that discussed the best practices regarding attention that deals with massive Tax Payers...

1992- 1999 Head of the Services Department

  • Responsible for all the acquisitions of the Chilean IRS nationwide, administering a 10MM USD budget, with more than 420 contracts and bringing services within the whole organization.
  • Led a team of 4 professionals and 32 assistants
  • Outsourced printing services, closing an internal printing area with USD 320.000 in savings. 14 people were relocated without trouble. New processes where established developing AMF as a supplier.
  • Successfully managed the acquisition of 750 computers in a very short time involving the supplier in the results.
  • Working in coordination with PRISA, designs a new business model for the nationwide office materials supply chain. The savings were made from the closing of a cellar and the relocation of the employees without complaints.

1992 Fisheries and Fuels Sector Adviser

  • Studied the tax evasion in the sector of fisheries and fuels, proposed a change in the structure of this payment lowering the tax evasion.
  • Attended a seminar regarding tax investigation sponsored by the Treasury Department of the US.

Teaching

Depto. Ing. Civil Industrial, U. de Chile (1988 – 2004)

Project Evaluation and Accountant- Assistant Teacher

Administrative Information Systems - Assistant Teacher

Professional Practices - Assistant Teacher

Personal Data

Married, one child.

Education

Industrial Civil Engineer (1985 – 1991)

Universidad de Chile

Santiago

High School Graduate (1984) – YFU Exchange Student.

HannibalSenior High School

Missouri, USA

High School (1973 – 1984)

Saint George’sCollege

Santiago

Languages

EnglishFluent

German Beginner

PortugueseBeginner

Spanish Native

Other

Financial Manager of the Ist Industrial Civil Engineers meeting 1992

Recreational Activities: Ski, Running.

Gonzalo Zuniga –

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