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Work Background
Amazon Web Services (AWS)Sr. Advisory Consultant
Aug. 2022MexicoAs a senior member of the Advisory Delivery team I am focused on business enablement and transformation, to enable customers to succeed in their own unique digital transformation journey .
NovartisSr. Global Consultant
Aug. 2020 - Aug. 2022MexicoSr. Management Consultant with Global reach, focused in digital transformation that supported Novartis mission to discover new ways to improve and extend people's lives. Lean Six Sigma Operational Excellence faculty member.
Self-Employed Contractor Operational Excellence Consulting Advisor
Sep. 2019 - Aug. 2020Mexico City Metropolitan Area
Strategic Impact SolutionsCenters of Excellence Head
Feb. 2018 - Jun. 2019Mexico City Area, Mexico
Strategic Impact SolutionsSr. Consultant Advisor
Apr. 2016 - Jun. 2019Mexico City Area, MexicoMain responsibilities include providing solutions design, implementing and generating project results for our customers. Currently managing Zurich Insurance and AXA Insurance Mexico Claims, Operations, IT & Accounting programs of work.
In charge of identifying, creating, and delivering innovative service strategies and tools to generate cost reduction and revenue enhancement opportunities related to new and existing accounts including General de Seguros and XL Catlin.
• Leading and coordinate consulting team efforts in data gathering and analysis to increase company profitability.
• Collaborate in project planning and execution, as well as collect feedback after project deployment.
• Participate in business meetings by suggesting changes to existing business processes and direct a group of professionals to achieve all project goals under strict deadlines. • Play a key role in professional development of Stratis junior staff by mentoring and motivating them on a regular basis. • Manage client accounts, create strong business relationships, use tracking tools to measure progress and benefits provided to the clients, measure budget plans, and modify them according to their expectations.
• Present account progress to the consulting president & country manager.
AIGOperational Excellence Lead, Latin America
Nov. 2012 - Mar. 2016México DFRegional position based in Mexico, which worked with stakeholders across Latin America to identify and characterize opportunities that enabled the back office operation to become more efficient, by supporting some key improvement programs of work that result in measurable improvements. Reported the SVP Chief Head of Staff / Head of Business Excellence, Americas and accountable for the performance of 10 Process Analysts and Architects in 5 Latin America countries including Mexico, Ecuador, Brazil, Colombia and El Salvador. • Implemented 40+ improvement projects annually with $28.7 MM in realized benefits, equivalent to 15.12 times ROI with a team of 15+ LSS experts. Benefits include cost avoidance and cost reduction dollars of 23.24 FTE
• Redesigned the portfolio management process, to increase the amount of the recovered collections portfolio to 68%, obtaining $28.51 MM in collected cash increase and reducing the 90 Days Balance from 64 to 41 days in average -$22.60 MM.
• Facilitated the Process Management Community of Practice, as Faculty member, offering instructional materials through multiple channels including classroom instruction, individual training, mentoring and interactive chats to support professional development for Process Improvement professionals in AIG globally.
GNP SEGUROSChief Process Architect for Transformation,
Sep. 2009 - Nov. 2012Mexico DFPosition accountable for the ongoing facilitation of strategic planning and execution within Operations & Service in GNP, reporting into the Business Process Improvement Head for Service & Operations. This role was responsible for implementing GNP strategy toward 2012 through both Six Sigma and Reengineering projects for the Health Claims and Health Acquisition processes. Drove measurement of progress against strategic priorities and championed continuous improvement in day-to-day operations. Accountable for the performance of 2 managers and 15 business process analysts. • Implemented the Health Claims reengineering strategy toward 2012 worth $ 401.3MM in savings.
• Reduced leakage by $ 4.3MM in paid loss by improving quality of investigation to define the exposure.
• Delivered 65% quality improvement on claim resolution by streamlining the claims handling process.
• Delivered 100% customer satisfaction (22% improvement) by redesigning the service strategy for a $25 MM portfolio.
• Achieved 88% processing time reduction for health & life underwriting, by reducing operation complexity.
GNP SEGUROSCustomer Service Manager
Jun. 2006 - Sep. 2009Mexico City Area, MexicoReporting into the Customer Service Head for Front and Back Office operations this position was responsible for leveraging all available CRM mechanisms in GNP Front Office nationwide. Acted as Customer Service Challenger for New Account Setup in partnership with sales and responsible for the design and implementation of servicing operations for life, nonlife and corporate insurance nationwide. Accountable for the performance of 7 regional customer service managers and a total of 400 customer service associates. • Delivered sustained improvement in customer satisfaction from 28% to 61% to 84% T2B in three years.
• Implemented performance indicators for both customer service centers and call centers.
• Applied continued pressure on managing operation costs delivering $26.8 MM by improving efficiency by 8% -10% every year for three years.
American Express Co. MexicoSix Sigma Master Black Belt
Jun. 2004 - Jul. 2006Mexico City Area, MexicoReporting into the Reengineering Head for Latin America, this position was responsible for mentoring and developing Champions, Black Belts, and Green Belts to deliver operational excellence and financial improvements through the Six Sigma Methodology. Accountable for the performance of 10 Six Sigma Black Belts managing a complex portfolio of improvement projects. • Lead a total of 15 Black Belts through certification with customer service improvement projects based on removing waste, reducing cost, improving quality and increasing customer satisfaction with savings worth $4.8 MM. • Mentored multi-functional business team members to increase their competency in Lean Six Sigma methods and tools while being held accountable for Six Sigma project results in Latin America market. • Delivered breakthrough levels of improvement in process capability, productivity of designs and business processes by reducing 73% of DPMO in customer service operations., “
American Express Co. MexicoSix Sigma Black Belt Project Leader
Sep. 2002 - Jun. 2004Mexico City Area, Mexico– Sr. Project Manager responsible of providing leadership and direction to cross-functional teams involving both upper and middle management, supervisors and subject matter experts; to execute the Six Sigma strategy for process improvement, while using a broad perspective to clearly link strategies to plans and objectives through a rigorous application of the Six Sigma philosophy, theory and application tools/tactics. •Six Sigma Black Belt Certification project spilling more than $1,000 M in total 2003 Savings in Customer Service Call Center initiatives. •Delivered breakthrough levels of improvement in process capability, productivity of designs and business processes while reducing defects, surpassing expectations on 2003 Reengineering Quota.
•Facilitated, trained and coached both Green and White Belts leading more than 70 employees to certification.
American Express Co. MexicoTelemarketing Supervisor
Nov. 1997 - Sep. 2002Mexico City Area, Mexico– Responsible for organizing and directing the daily activities concerned to the call center’s operation. Managed, trained, and guided call center agents, resolving Credit Card servicing problems and complaints. •Recruited and trained the 1st Credit Card Cross Selling team in the Latin America market.
•Designed and implemented the Automated Card Activation and Sales Administration System, along with the recording process for paperless acquisition.
•Personally responsible of the successful implementation of the cross-selling strategy across all Customer Service Center for Mexico and the Latin American market, delivering +13% in total sales results.
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