SUMMARY

Adaptable Digital Transformation Leader with extensive experience providing first-class results. Meets job demands and deadlines through diligent work-ethic and dedication to quality.

SKILLS

This section highlights my key skills and competencies that are essential for my professional success. These skills have been developed and honed through years of experience and continuous learning. They include technical abilities, problem-solving skills, leadership qualities, and effective communication techniques.

  • Resourcefulness
  • Analytical and critical thinking
  • Team leadership and motivation
  • Leadership
  • Problem-solving

CERTIFICATIONS

This section showcases my professional certifications, which validate my expertise and commitment to continuous learning and development. These certifications have equipped me with the knowledge and skills necessary to excel in my field and deliver exceptional results.

  • Black Belt in Lean Six Sigma
  • Lean Six Sigma Trainer
  • Lean Six Sigma

WORK EXPERIENCE

This section provides an overview of my professional journey, highlighting key roles and responsibilities that have shaped my career. Each position listed below reflects my dedication, skills, and achievements in various capacities.

February 2025 to present

Global Process Improvement and Transformation Leader

Blue Yonder
  • Develop and drive a global strategy for process improvement that aligns with the company's overall business objectives.
  • Identify and prioritize opportunities for process improvement across departments. Use methodologies like lean and agile, and operationalize an AI-powered Process Improvement Framework to enhance efficiency and reduce costs.
  • Work closely with leaders from various departments (Product, Operations, Sales, Finance, IT) to ensure the smooth adoption of new processes and tools that support scalability and growth.
  • Lead change management initiatives to facilitate successful process adoption. Train and guide teams to minimize disruptions and ensure sustainable improvements.
  • Establish KPIs and metrics to assess the success of process improvements. Regularly report on project performance, ROI, and define outcomes that contribute to value realization.
  • Collaborate with IT to deploy digital tools, automation, and data analytics solutions that improve operational efficiency. Leverage emerging technologies to foster a tech-first mindset.
  • Promote a work environment that values innovation and accountability. Mentor team members and drive educational programs to embed a continuous improvement mindset throughout the organization.
January 2020 to February 2025

Global Quality Leader – America's Lean Digital Transformation Leader

Servicios Internacionales de Atención al Cliente, S.A. (Genpact), Guatemala
  • Manage a global team in the Americas (North and South America) consisting of 100 people distributed across 17 locations, serving over 100 clients.
  • Steer the transformation agenda of Genpact's clients through Lean Six Sigma, Design Thinking, Digital, and Data Analysis methodologies.
  • Identify projects and initiatives as part of the transformation framework that will help deliver the company's results and priorities.
  • Oversee the execution of these transformation frameworks in conjunction with the Operations team.
  • Lead the strategy of Continuous Improvement programs on existing processes and new opportunities to ensure timely delivery of results.
  • Highlight risks and plan for recovery.
  • Manage the change in strategy and continuous improvement culture at an organizational level.
  • Align priorities with the company's internal and external clients.
January 2017 – December 2019

Global Quality Leader – Lean Digital Transformation Leader – Americas and Europe

Servicios Internacionales de Atención al Cliente, S.A. (Genpact), Guatemala
  • Managed a global team in the Americas (North and South America), Europe, and South Africa consisting of 40 people distributed across 10 countries, serving over 70 clients.
  • Steered the transformation agenda of Genpact's clients through Lean Six Sigma, Design Thinking, Digital, and Data Analysis methodologies.
  • Identified projects and initiatives as part of the transformation framework that would help deliver the company's key results.
  • Oversaw the execution of these transformation frameworks in conjunction with the Operations team.
  • Led the strategy of Continuous Improvement programs on existing processes and new opportunities to ensure timely delivery of results.
  • Highlighted risks and planned for recovery.
  • Managed the change in strategy and culture at an organizational level.
  • Aligned priorities with the company's internal and external clients.
June 2015 – December 2016

Regional Quality Leader Latin America and Europe – Master Black Belt

Servicios Internacionales de Atención al Cliente, S.A. (Genpact), Guatemala
  • Managed a global team in Latin America, Europe, and South Africa consisting of 10 people serving 25 clients in the pharmaceutical and Consumer Packaged Goods (CPG) industry.
  • Worked with Consulting, Solutions, Transition, Training, and Operations to understand and deliver contractual commitments and client priorities.
  • Designed, planned, and managed transformation frameworks that generated value for clients.
  • Collaborated with Operations and Functional Teams to identify process opportunities and bottlenecks, conduct Root Cause Analysis, and implement process improvements across the organization.
January 2014 – May 2015

Quality Leader for Latin America – Master Black Belt

Servicios Internacionales de Atención al Cliente, S.A. (Genpact), Guatemala
  • Managed a team in Latin America consisting of 3 people serving 12 clients in the pharmaceutical and Consumer Packaged Goods (CPG) industry.
  • Worked with Consulting, Solutions, Transition, Training, and Operations to understand and deliver contractual commitments and client priorities.
  • Designed, planned, and managed transformation frameworks that generated value for clients.
  • Collaborated with Operations and Functional Teams to identify process opportunities and bottlenecks, conduct Root Cause Analysis, and implement process improvements across the organization.
August 2011 – December 2013

Quality Leader – Black Belt

Servicios Internacionales de Atención al Cliente, S.A. (Genpact), Guatemala
  • Developed improvement processes in the operations of various accounts within the company.
  • Advised team members in the execution of Lean, Six Sigma, and other projects that brought benefits to the company and clients.
  • Monitored quality control in the various services offered to clients.
  • Maintained a direct relationship with internal and external clients.
  • Led all quality control processes within finance and accounting operations (4 accounts in the pharmaceutical industry).
March 2010 – July 2011

Administrative and Financial Manager

Desarrollo Industrial Tecnológico
  • Prepared annual budgets and ensured their compliance.
  • Controlled and optimized collections and payments.
  • Led accounting processes.
  • Responsible for developing, communicating, and implementing company policies.
  • Made investment decisions jointly with the General Manager.
  • Directed marketing strategies according to the budget.
  • Planned and directed work approved by clients.
May 2007 – February 2010

Customer Service Assurance Manager – Central America and Dominican Republic

Shell Caribbean and Central America Limited Guatemala Branch/Shell Guatemala
  • Ensured service quality across 7 countries in all processes that comprise customer service, from order taking to correct payment application to customer accounts.
  • Worked alongside business units and service classes involved in the "order to cash" process to ensure continuous improvement of services impacting customers.
  • Implemented global customer service processes.
  • Managed satisfaction surveys for the organization, ensuring results were directed to responsible areas and handling improvement initiatives for identified processes.
  • Led approved projects on process improvements negatively impacting customers, delivering results to all sales and operations managers to ensure teamwork.
  • Ensured operational excellence in all areas involved in the process chain affecting the customer.
  • Acted as the "Voice of the Customer" within the company and led or participated in customer-focused initiatives across all Shell companies globally.
  • Oversaw the claims management area and ensured resolution of identified issues in collaboration with responsible departments.
December 2004 – April 2007

NLA CSC – Operations Manager

Shell Shared Service Center
  • Directed the operation of the Customer Service Center for 8 countries (Central America, Puerto Rico, and the Dominican Republic), ensuring effective, accurate, and innovative means to provide quality service to Shell customers and consumers.
  • Led a team of 7 subordinates: HR Coordinator, IT Coordinator, Business Analyst, Quality Control Analyst, and 3 Call Center Supervisors. Total team size: 40.
  • Managed business and customer needs under an effective customer service center operations system.
  • Ensured periodic compliance with quality standards.
  • Supervised day-to-day operations of the regional service center.
  • Effectively managed the budget and implemented cost-saving initiatives.
  • Monitored that service chain SLAs were met according to customer commitments.
  • Enforced safety standards.
  • Coordinated relationships with other operational areas of the business and the sales department.
  • Ensured proper management of operations and compliance with the CSC and Shell's global strategy.
March 2003 – December 2004

NLA CSC IT Focal Point Coordinator

Shell Shared Service Center
  • Performed initial configuration of IT equipment.
  • Analyzed and coordinated equipment purchasing needs.
  • Trained staff in the use of the technological platform.
  • Provided effective and creative solutions to technical problems.
  • Coordinated and planned all projects involving modifications, additions, or improvements to the technological platform.
  • Responsible for the security and integrity in handling software applications and data.
  • Ensured compliance with all group policies regarding IT.
  • Participated in and complied with Customer Service and IT audits conducted.
January 2000 – February 2003

Services Engineer and Pre-Sales Support

ECSSA
  • In charge of installation, programming, and supervision of telephone exchanges (PBX), active equipment, passive equipment, and videoconferencing.
  • Provided training to clients on the PBX and its functions and maintained after-sales service.
  • Trained and supported the sales team.
  • Advised clients on their networks and telecommunications.
  • Resolved software issues with PBX, Call Center applications, and structured cabling.

PARTICIPATION IN COURSES, SEMINARS, CONFERENCES

This section outlines my active participation in various courses, seminars, and conferences. These events have significantly contributed to my professional development by enhancing my knowledge, skills, and network within the industry.

Name Year
Design Thinking Practitioner 2016
GLOBAL OPERATIONS LEADERS DEVELOPMENT (Gold) GRADUATE 2015
Black Belt Lean Six Sigma Certified 2014
Lean, Green Belt, Black Belt Trained and tested 2012
Process Excellence Training and tested: Lean, Six Sigma y BPMS 2012
Leadership Technologies Inc.: Effective Problem Solution Franklin Covey 2008
Liderar en Shell: Programa para Líderes de Primera Línea 2008
HR Essencials I y II: Front Line Leaders Programme 2008
Franklin Covey Organization Services: 7 Habits Of Highly Effective People 2007
Diplomado “Pasión Por La Excelencia En El Servicio” 2005
Principios Básicos Achieve Global, Guatemala 2004
Netperformer Design & Implementation WorkShop, Miami, USA 2002
Avaya P580/P882 Multiservice Switch Advanced Configuration & Maintenance, Miami, USA 2002
Avaya P120, P130, P330 and Technical Presales, Miami, USA 2002
MSNI Configurator, Miami, USA 2002
Cajun View Suite 3.0 Installation & Administration, Miami, USA 2002
PSAX – PacketStar Multi-Service ATM Access Concentrators, Miami, USA 2002
IP OFFICE Implementation, Miami, USA 2002
Avaya VPNet Products And Technology, Miami, USA 2002
Cajun Rules Installation & Configuration, Miami, USA 2002
Avaya Wireless & Enterprise Solutions, Miami, USA 2002
IP 600 Case Study & Configurator Job Aid, Miami, USA 2002
ECLIPS Technical Training, Miami, USA 2002
Introduction to Video Conferencing Solutions, Guatemala, Guatemala 2001
Definity One / IP600 I&M, Mexico, D.F. 2001
Curso de Certificación Panduit, Guatemala 2000
Curso Merlin Magix I&M 2000
CCI (Time Fix), Guatemala, Guatemala 1999
Motorola (Misión XXI), Guatemala, Guatemala 1999

EDUCATION

Bachelor's Degree, Electronics, Computer Science, and Computing (2001)

Universidad Francisco Marroquín

High School Diploma, Science and Letters (1995)

Colegio Interamericano

REFERENCES

Ing. Cristian Pacheco Lizama

Dintec, S.A. – General Manager

Ing. Jacobo Velásquez

Puma Energy Bahamas - Guatemala Aviation Operation
  • +502 5651-6825

Alessandra Moreira Ramos

Eletrobras – Executive Manager of the Center of Excellence

Marcelo Reis

Shell Brazil

Ing. Mario Rivera

Uno Petrol