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Work Background
OraclePrincipal Program Manager
Nov. 2022MexicoManaged the CAPA (Corrective Action & Preventive Action) and PIR (Post-Incident Review) analysis, fostering collaboration among cross-functional teams including Customer Support, Incident Management, Product Management, Development, and OAC Partners. Led weekly presentations to OAC VPs and Sr. Directors. Spearheaded the identification of root causes for customer issues, driving process improvements and defect reduction. Utilized a data-driven approach to identify initiatives aimed at enhancing the customer experience through the Customer-Visible Metrics program.
• Managed the CAPA program, addressing 100% of multi-customer impact incidents.
• Developed the framework, management process, and prioritization model for the Customer-Visible Metrics program, providing customers with a monitoring toolkit to identify issues, trends, and behaviors in their environment, enabling actionable decisions to maintain healthy and performant OAC instances.
• Defined the engagement process with the DBaaS partner, resulting in improved collaboration and performance enhancements.
AvayaAPS Program Manager
Jul. 2019 - Oct. 2022MexicoResponsibilities included leading customer-facing transformation projects for One-Cloud CCaaS, CPaaS, and UCaaS, directing cross-functional teams using IT best practices and PMI and Agile frameworks. Ensured seamless integration of new technologies, consistently exceeding client expectations. Built strong relationships and effectively communicated project milestones, challenges, and solutions to stakeholders from Operations to C-levels. Successfully managed client expectations and addressed concerns, fostering long-term client relationships. Data-driven approach to identify new opportunities to enhance Professional Services by managing Adoption Programs through Change Management techniques, adding significant value to customer experience and retention by educating them on how to get the full value of their investment. Acted as a liaison between clients and Avaya’s internal operations.
• Managed the program of AT&T CC migration from on-premises to cloud-based for 500 positions, 23 CC platforms, and several customized software solutions. Annual Revenue: 1M USD.
• Managed the program of CC platform development for CFE for 900 positions, 17 CC platforms, and Customized Snap-ins. Annual Revenue: 550K USD.
o Developed and implemented a comprehensive adoption program based on the ADKAR model, facilitating a smooth transition. This approach not only minimized resistance but also empowered employees to embrace the new technology, ensuring customer retention.
• Managed the project of Voice Solutions for Suprema Corte de Justicia de la Nación: Central node, DRP node, and 46 nationwide remote nodes. Annual Revenue: 120K USD.
• Managed the project of Call Center Relocation for Metlife México: 150 new agents of CM, IC, One-X Agent, and CMS. Annual Revenue: 200K USD.
Samsung Electronics MexicoIM Product Manager
Jan. 2017 - Jul. 2019Mexico City, MexicoResponsibilities included portfolio management for carriers, retailers and eStore (samsungstore.mx), creation of value proposition, definition and implementation of product strategies considering market positioning, competitor analysis and price and profitability definition. Support on sales forecast definition and P&L analysis. Consolidation and analysis of market and competitors’ landscape to ease decision making process. New value-added services development
• Managed the product launch plan (GTM) and life cycle product for 40+ models in a 2 cycles per year launch scheme for carriers, retailers and eStore (samsungstore.mx), coordinating technical, supply chain, customer service, marketing and sales teams. • Managed the Samsung Care+ insurance program, including product definition (30+ SKUs), product ownership (A/B testing strategy, backlog and release dates management), implementation and launching on 27 PoS and 1 eStore (samsungstore.mx), reaching 5% Attach Rate on first 3 months thru digital communication, MKT campaigns and sales incentive plans
• Managed the Trade In program offer consolidation, improving the Attach Rate from 2% to 5% in 6 months
AT&TBusiness Transformation Product Manager
Dec. 2015 - Dec. 2016Mexico City, MexicoResponsibilities included planning, monitoring, control, tracking and reporting of strategic programs and projects based on 1M Net Adds financial model. Strategy definition for customer experience projects, implementing integral solutions including operative process, commercial flows, SW development and Supply Chain distribution.
• Managed the iPhone SE Go To Market implementation, included the correct execution of MKT campaigns and proper communication of Commercial Offer for stores, web and telesales, as well as control of 3.3K units distribution plan to 120 PoS, 60 Dealers and stock for Call Center.
• Managed the Program for 15 Effective Markets launching, included the integration of LTE Network deployment project, corporate communications, customer care services, customer experience activities and regional BTL and digital campaigns, meeting the target of more than 5M covered pops in a scope, cost and timely manner.
• Managed the Program of Alpha Tag deployment in order to improve customer experience for national customers and roamers, included the integration of OTA Manual Campaigns project, automate solution development project and new SIM cards distribution activities, meeting the target of 84% of current subscribers thru controlled manual process and 99% of new subscribers thru software automate solutions.
NokiaProduct and Program Manager
Aug. 2013 - Sep. 2015Santa Fe, México D.F.Responsibilities included new products readiness tracking; planning and optimization of new models launch for local operators and open market in North LTA Region (Mexico, Colombia, Ecuador, Central America and Caribbean) through integration of multidisciplinary teams. Competitors benchmark analysis and target consumer feedback (VoC) integration. Go To Market initiatives execution for mobile and smartphones categories including:resource availability (hardware and software), technical testing, international and local certifications, commercial priority, marketing campaigns, materials readiness, production and supply chain management (directly with Finland, China, Vietnam, Brazil and Mexico factories) distribution and delivery requirements, pre and post production quality assurance.
Management of prototypes distribution for technical testing for LATAM and Brazil markets. Distribution based on launch planning.
• Managed Go To Market activities for 50 ramp up models, meeting North LTA customer needs and requirements related to technical homologation, production, distribution and delivery, executing 90% of launches according to the Time To Market plan, within scope and within budget
• Developed strategic planning of production for North LTA, reporting 52 detailed project plans per year for control, monitoring and tracking
• Set a tracking and quality control of operative process, achieving launches in Mexico with 0% of issues over a 2 year period • Optimized Ecuador local certification control, reducing on 100% launch time impact and saving 100% storage costs across the board from new process implementation
NokiaOperational Product Manager
Oct. 2010 - Aug. 2013Santa Fe, México D.F.Product presentations, portfolio planning, product readiness alignment. Planning, prioritization, control and follow-up of operator customized software, management of operative process and sales package (HW, SW, OOBE) for production and delivery of new models in Central America, Caribbean and Venezuela. Technical analysis and competitors benchmarking, technical support on pre- and post-sales (Product Expert), technical revision of marketing materials and campaigns.
• Implemented a control plan to track the readiness of customized software in CARICAM region, allowing to assign responsibilities, schedule launches and align operative process with sales strategy.
Nextel de MéxicoMicrowave Link Design Engineer
Jan. 2007 - Sep. 2010Tlalnepantla y alrededores, MéxicoMicrowave links design (PDH and SDH) applying Vigants-Barnett method and Pathloss 4.0, LoS studies analysis, Site Survey supervision. Team leader for network planning and optimization projects.
Configuration of CISCO routers and InReach terminal servers, integration of microwave equipment in the network management system. Implementation and maintenance network management system troubleshooting.
• Designed 2 SDH rings for Mexico City and Bajio region, optimizing the MW transport and supporting the growth of Mexico City and Leon Guanajuato networks.
• Designed more than 100 microwave links for Mexico City, Leon, Queretaro and Aguascalientes networks
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