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Work Background
Beyond ONEBusiness Process Manager
Nov. 2023 - Apr. 2025ColombiaDigital Transformation & Automation: Led end-to-end automation of core processes (Compliance, Marketing, Sales) using BPM tools (Bizagi, Power Automate, Smartsheet), reducing manual workload by 40% and increasing process agility. Strategic Program & PMO Leadership: Oversaw a $5M+ portfolio across 6 countries, coordinating IT, Legal, and Commercial stakeholders to deliver digital transformation projects (CRM, ERP, DMS) on time and within scope. Lean & Continuous Improvement: Designed and implemented a company-wide Lean framework, identifying and eliminating process bottlenecks—achieving a 25% efficiency gain in less than a year. Process Governance & Documentation: Standardized documentation and compliance protocols across departments, improving traceability and audit readiness.
BeesionLead Business Analyst
Mar. 2021 - Oct. 2023Bogota, D.C., Capital District, ColombiaEnd-to-End Process Redesign: Led the analysis and reengineering of critical customer journey workflows (Sales, Post-Sales, Billing) as part of IPLAN’s digital transformation initiative—eliminating 35% of manual steps and enabling CRM/ERP integration. Order-to-Cash Optimization: Standardized the full Order Management cycle across 5+ LATAM markets, boosting order accuracy to 98% and ensuring scalability for future growth. QA & UAT Leadership: Directed cross-functional teams through QA and User Acceptance Testing phases for mission-critical systems—achieving a zero-critical-defect launch for a $3M+ revenue stream. Cross-Functional Collaboration: Aligned IT, Operations, and Commercial teams to ensure process adoption and change management success across multiple regions.
Whale CloudSenior System Analyst
Aug. 2020 - Mar. 2021Bogotá D.C. Metropolitan AreaEnd-to-End Infrastructure Leadership: Oversaw the deployment, configuration, and optimization of high-availability data centers, ensuring 99.9% uptime for a customer base of 2M+ users. Operational Process Excellence: Led cross-functional initiatives to redesign 15+ mission-critical processes (Billing, Provisioning, Customer Support), removing 20% of redundancies and boosting SLA compliance. Business Analysis & Agile Execution: Managed a high-performing team of 8 Business Analysts, driving Agile requirements gathering and aligning IT deliverables with evolving business needs. Stakeholder Engagement & Change Enablement: Fostered collaboration between IT, Operations, and Executive Leadership to ensure successful adoption of process and infrastructure changes across departments.
Busso LtdaInformation Technology Manager
Dec. 2018 - Aug. 2020Bogota,D.C., Capital District, ColombiaStrategic IT Leadership: Directed end-to-end management of core enterprise platforms (CRM, Billing, Accounting, Inventory), maintaining 99.5% uptime for 500+ internal users and 50K+ customers. Financial Management & ROI Delivery: Oversaw a $2M+ annual IT budget, prioritizing high-impact automation initiatives—such as billing workflow automation—that reduced operating costs by 20%. Business Process Innovation: Integrated real-time inventory data into the CRM system, aligning Sales and Operations and reducing order fulfillment errors by 90%. IT Team Development & Methodology Implementation: Scaled the IT team from 5 to 12 professionals, introducing Agile and ITIL frameworks that decreased incident resolution time by 40%. Stakeholder Alignment & Change Management: Collaborated closely with Finance, Sales, and Operations leadership to drive enterprise-wide digital transformation and adoption.
QvantelSenior Business Architect
Dec. 2017 - Oct. 2018ColombiaEnd-to-End Process Transformation: Led 50+ cross-functional workshops with C-level stakeholders to standardize Telecom business processes—reducing process variation by 40% across 8 departments. Technology Handover & Agile Governance: Bridged business and technical teams by converting complex requirements into user stories for 10+ Agile/SAFe squads—cutting development rework by 30%. Data Migration Leadership: Directed the end-to-end migration strategy for 5TB+ of legacy data (billing, customer, inventory), achieving 99% post-migration accuracy. Regulatory Compliance & Risk Mitigation: Embedded GDPR and regional telecom regulations into redesigned workflows—avoiding $2M+ in potential compliance penalties. Operational Efficiency: Automated 20+ recurring manual reports, saving 200+ hours/month and enabling advanced analytics capabilities for business units.
Huawei TechnologiesLead Solutions Architect
Mar. 2016 - Nov. 2017ColombiaDigital Transformation Program – Mobile, Fixed & Corporate Business End-to-End Solution Design Leadership
Architecture Blueprinting: Spearheaded High-Level Design (HLD) and Low-Level Design (LLD) for a $20M+ transformation covering CRM, Billing and Product Catalog (TM Forum-based). Scalability Achieved: Designed modular architecture enabling 30% faster launch of new telecom products. Cross-Functional Delivery Management
Dev Team Guidance: Led 15+ squads (Agile/DevOps) to deliver solutions 2 months ahead of schedule, avioding bottlenecks in API integrations. Quality Assurance: Partnered with testing teams to reduce defects by 45% via proactive design reviews and code quality checks.
EricssonSenior Information Technology Consultant
Oct. 2015 - Mar. 2016ChileeTOM-Based Process Transformation: Led the redesign of end-to-end customer management processes (Fulfillment, Assurance, Billing) using TM Forum’s eTOM framework—standardizing operations across mobile, fixed, and enterprise business units. Digital Architecture Planning: Defined high-level and low-level requirements (HLD/LLD) for BSS/OSS modernization initiatives—integrating Salesforce CRM and Netcracker Billing systems with legacy platforms. Executive Stakeholder Engagement: Conducted 25+ strategic workshops with C-Level and IT leaders to align vision and secure commitment for a $10M digital transformation roadmap. Change Management & Process Governance: Drove organizational buy-in for new business process standards, enabling scalable transformation across multiple service lines.
AmdocsSenior Consultant
May. 2013 - Oct. 2015ColombiaEnd-to-End Business Readiness Leadership
Change Management: Successfully prepared 5,000+ users across LATAM for new systems (CRM, AAM, OMS) through: Tailored Training Programs: Reduced ramp-up time by 40% via role-based simulations. Business Impact Assessments: Identified $8M+ in risks early, enabling proactive mitigation. Convergent Process Innovation
Quad-Play (VIVO Brasil): Designed BPM frameworks for convergent mobile/TV/internet services, reducing order fallout by 25%.
AT&T México Strategy: Defined UAT/Go-Live playbooks, cutting defect resolution time by 50% during migration to cloud-based OSS. Cross-Border Standardization
Telefónica LATAM: Unified B2C/B2B processes (CHQ, CP, CDNP) across 3 markets, enabling $15M+ cost synergies. Claro Colombia: Led production support for 2M+ prepaid customers, achieving 99.8% SLA compliance post-launch.
Canaliza SoftwareSr BPM Consultant
Feb. 2012 - Apr. 2013Argentina, Peru, Colombia, MexicoMobile Wallet Process Architecture
E2E Process Design: Led the BPM team in designing 30+ core processes (KYC, P2P transfers, merchant payments) for Movistar’s $50M+ Wallet product, aligning with BCRA, CNBV, and SBS regulations. Cross-Country Harmonization
LATAM Scalability: Unified divergent regulatory/operational requirements across 4 markets, enabling 80% process reusability while accommodating local compliance.
CIO Consultoria Informatica y OrganizacionalSr BPM Consultant
Nov. 2011 - Feb. 2012Bogota, ColombiaDesign and construction consultancy for the different disaggregation levels of the AS IS and TO BE processes in the ARIS management tool with BPM focus.
Telefonica TelecomPRODUCT DEVELOPMENT PROFESSIONAL
Dec. 2008 - Sep. 2011ColombiaChain of value assurance for the product development focused in massive and corporative segments. Network management direction process improvement. Creation of the model of fail support attention for the project Backhaul Telefonica Telecom - Movistar. Projects: Technicians schedule automation, Network and services automation, Consolidation of the Data Warehouse information.
Telefonica TelecomBUSINESS UNITS INTEGRATION PROFESSIONAL
Jul. 2007 - Dec. 2008TELEFONICARegional project management for the new products and services at the network VP.
Negotiation with system suppliers.
Telefonica TelecomPROCESS ANALYST
Sep. 2005 - Jul. 2007TELEFONICAProcess creation for new systems of management.
Development of the strategy of capacitation for the final users of the ATIS system.
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