Gerente Proyecto CSC

• Jun 2022 - Present

Consultor profesional

• Feb 2022 - Present

Optimización empresarial, sistemas de gestión, transformación digital, centros de servicios compartidos, TWI Optimización empresarial, sistemas de gestión, transformación digital, centros de servicios compartidos, TWI

Service Manager, Op FZ

• Feb 2020 - Aug 2021

Responsible for the development, implementation and operation of the Model for customer satisfaction, responsible for the Contact Center• Managed 40 projects within Finance services, generating efficiencies of 20% of the operational staff and savings of $27mdp per year during 2020; • Implemented an efficiency project avoiding the hiring of more than 100 operators in a year with effective savings of $ 7 million pesos per year• Developed, implemented and managed the operating and customer service models, increasing the level of satisfaction (NPS) from 17 to 60 pts on a 100 scale in 2020• Develop and implemented of 100+ Service Level Agreements (SLAs), covering all customers and services provided Show less

Backoffice Operations Manager. Innovation Champion for SSC

• Feb 2018 - Feb 2020

Responsible for the operation of financial services for CSC, generating $320 mxm in revenue and in charge of 800+ employees• Implemented operation redesign workshops (with a methodology designed by me) focused on efficiency and Automation, enabling the use of RPA for 40 operational processes during 2019.• Managed 65 efficiency projects within Finances Operation Services, generating efficiencies of 25% of the operational staff and savings of $ 40 million pesos per year during 2019

Finance New IT Services Manager

• Nov 2016 - Feb 2018

Responsible for technology development for FZ services. Innovation Champion for Xpertal • Developed an innovation model (Design Thinking based) and lead the awareness workshops for FEMSA staff (350 Xpertal and 400 from other Femsa companies) • Managed and lead of 5 web portal projects for services in Mexico and Central America, which generated $ 25 million pesos revenue per year Responsible for technology development for FZ services. Innovation Champion for Xpertal • Developed an innovation model (Design Thinking based) and lead the awareness workshops for FEMSA staff (350 Xpertal and 400 from other Femsa companies) • Managed and lead of 5 web portal projects for services in Mexico and Central America, which generated $ 25 million pesos revenue per year

Application development, processes and IT project Manager

• Apr 2011 - Nov 2016

Processes and application development, Xpertal Financial Services • Managed the IT infrastructure and application development teams, enabling Financial Services (100+ Servers and 100+ Software platforms) • Lead the process documentation project, covering 100% of the operating processes in 2 years (700+ processes) • Lead and defined the Critical Success Factor for 100% of operative personnel (900 collaborators in 4 different levels) • Developed a Internal Quality Assurance model, reaching a 3.2 level (1 – 5 Scale) • Redefined Home Office strategy, expanding the scope to 80% of operative personnel (600+) Show less

Contact Center and Tele sales Manager

• Sep 2005 - Mar 2011

Responsible for implementing and operating Contact and Tele sales for Shared Service Center • Build and operate the IT customer and employee support centers and Remote sales operation for Heineken Mexico. 200,000 employees and 100,00 Heineken customers, with more than 500,000 inbound/outbound calls/month Responsible for implementing and operating Contact and Tele sales for Shared Service Center • Build and operate the IT customer and employee support centers and Remote sales operation for Heineken Mexico. 200,000 employees and 100,00 Heineken customers, with more than 500,000 inbound/outbound calls/month

IT Department Leader, Guadalajara Brewery. Corporate IT Help Desk Leader

• May 1993 - Sep 2005

•IT support for regional sales departments, IT Operations leader in Guadalajara Brewery. Corporate IT Help Desk leader in Cervecería Cuauhtemoc Moctezuma (now Heineken-FEMSA partnership). Direct colaborator in 2 ISO 9000 certifications procesess, Nstional Quality Award, Jalisco Quality Award and Cuauhtemoc Moctezuma Quality Award •IT support for regional sales departments, IT Operations leader in Guadalajara Brewery. Corporate IT Help Desk leader in Cervecería Cuauhtemoc Moctezuma (now Heineken-FEMSA partnership). Direct colaborator in 2 ISO 9000 certifications procesess, Nstional Quality Award, Jalisco Quality Award and Cuauhtemoc Moctezuma Quality Award

Private Consulting

• Aug 1988 - May 1993

IT Sales, support, education and consulting IT Sales, support, education and consulting