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Work Background
BBVABusiness Strategy Manager (Discipline Leader)
Feb. 2021 - Jan. 2025México- Create and execute operational excellence programs aimed to enhance Customer Experience, Automation and Internal Control managing squads of up to 12 people per team
- Prepare comprehensive business cases for proposed strategic initiatives, presenting well-structured analyses, and risk assessments to support decision-making processes. - Define OKRs, build reports to gain insights into employees’ performance, identify areas of weakness, and present improvement recommendations to senior leadership.
- Oversee the continuous monitoring and analysis of OKR’s and KPIs to track team performance and operational effectiveness, to drive business and use data-driven insights to identify areas of improvements and raise Net Promoter Score (NPS) and customer satisfaction (CSAT).
- Conduct assessments of existing processes, systems and workflows through interviews, observation and data analysis to identify inefficiencies, bottlenecks and areas for improvement.
- Outcomes of the Continuous Improvement interventions included: Process Optimization, Report Development, KPI Standardization and Control mechanisms
UberChief of Staff for Community Operations LatAm
Feb. 2020 - Feb. 2021Ciudad de México y alrededores, México- Direct and review operations processes for the LATAM Leadership Committee overseeing Mexico, Brazil, Argentina, Costa Rica and Colombia impacting +7,000 employees.
- Conduct competitive research to help shape long and short-term strategy for Rides Participate and assist in the market positioning of product by working with leadership so that strategic direction is set and clear during pricing, and implementation activities. - Build and conduct executive business reviews (QBRs) , listening to customer feedback and discovering areas of improvement, aligning strategies for maximum revenue impact.
- Collaborate with internal stakeholders (Product, Finance, Operations, Marketing, etc.) to extract, analyze and understand customers needs, constraints, risks and alignment with organizational strategy and priorities
- Perform risk assessments on various types of engagements to determine compliance with the company policies, procedures, and standards to increase the profitability of the business areas and stakeholders.
BBVA en MéxicoProyect Manager
Aug. 2018 - Jan. 2020- Deliver end-to-end operation and process improvement strategies using Agile methodologies for digital transformation projects across +1,400 branches impacting to +40,000 employees. - Map process flows as part of the analysis; along with gathering and analyzing data from various sources, including business metrics, financial reports, and feedback from stakeholders.
- Lead change management efforts by effectively communicating strategic priorities, engaging stakeholders, and managing resistance to ensure smooth implementation and adoption of new technologies and initiatives.
- Optimize resource allocation across projects and initiatives to maximize ROI and ensure alignment with strategic objectives, balancing short-term needs with long-term goals.
BBVA en MéxicoCustomer Experience Business Planner
Jun. 2017 - Jul. 2018Ciudad de México y alrededores, MéxicoImplement the new service model for the Customer Care Center (+800 employees) meet customer demands, are positioned optimally to drive revenue, minimize operating expense, and deliver acceptable quality standards within Customer Service culture
Collaborate with stakeholders in the Field, Operations, IT and the business to define, analyze and deliver strategic Technology and Operational processes.
Develop customized reporting to measure and track operational statistics, data and results.
BBVA BancomerCustomer Experience Business Planner
Jun. 2017 - Jul. 2018Ciudad de México y alrededores, MéxicoImplement the new service model for the Customer Care Center (+800 employees) meet customer demands, are positioned optimally to drive revenue, minimize operating expense, and deliver acceptable quality standards within Customer Service culture Collaborate with stakeholders in the Field, Operations, IT and the business to define, analyze and deliver strategic Technology and Operational processes. Develop customized reporting to measure and track operational statistics, data and results.
American ExpressExecutive- Key Account Relationship Global Corporate Payment
Jul. 2015 - Sep. 2016
American ExpressExecutive- Key Account Relationship Recurrent Billing Global Corporate Payments
Jun. 2014 - Jul. 2015
American ExpressJob Learning Program Relationship Care® Strategy
Jun. 2013 - Dec. 2013
American ExpressAnalista de Oficios (Legal) para World Service
Oct. 2012 - Jun. 2014
American ExpressTechnology Analist
Oct. 2011 - Oct. 2012
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