Lucia Lima

Regional Leader @HCL Tech

GuatemalaPartnerships Manager💼 C-level Executive👍 Sales & BizDev🗿 HRCEO🧨 ConsultingCFOCOOAdministrative SpecialistBusiness AnalystAssociate Partner

Italian and Guatemala citizen. I’m a business process-oriented person, with a passion on service delivery and customer care. I’ve led Operations Management Teams in both the Healthcare and Technology Industry, supporting the initial transition of teams from the US to Guatemala and bringing those teams to Steady State, with the management of SLA's and KPI's. I bringing forth 10+ years of administrative, management and productivity skills to with the purpose of process improvement and providing a great quality of service. I have supported the initial transition of teams, bringing them towards Steady State, with the installment of the adequate SLA’s and KPI's, making sure operational effectiveness is achieved. Have held operational leadership roles, as a liaison for operational effectiveness, interfacing both internal and external customers at all levels, including Executive levels. As a leader, I have also been responsible for the retention and growth of the portfolio of assigned clients, establishing teamwork between delivery and other delivery support teams driving overall team ownership of client relationships & client retention.

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Work Background

HCLTechXBS OTC Regional Senior Lead

Feb. 2023Guatemala•Responsible for delivering the key activities managed by the XBS OTC, where Span of control begins with the data entry of an Order and finishes with the cash receipts of a transaction being accurately received and matched in a timely manner. •Responsible of managing delivery across sub functions like Contract Management Order Entry (Originations & PO), Master Data Management, Billing, Collections & Cash Applications across MW cores •Main interface between XBS and HCL, managing the interaction between the XBS Senior Vice President and CFO with HCL OTC Functional Service Unit, •Deliver the service levels agreed, the cost structure determined, and the operational targets deployed. •Ensure delivering operational excellence by meeting contractual SLA’s and monthly operational targets (KPI), CSAT and retention results. •Delivery of cost initiatives and strategic decisions to improve productivity. •Ensure full compliance with all Controls metrics, both Internal controls within Customer Administration and Sarbanes Oxley controls. •Client Relationship Management, with Effective and efficient resolution of client / customer reported issues. •Identify Proactive solution generation to reduce queries. •Perform reactive management to effectively close Customer complaints against SLA’s.

HCLTechServices Operations Manager, Service Delivery & Contract Support Services

Jan. 2022 - Dec. 2022Guatemala City, Guatemala, Guatemala · Hybrid•Provide support to all SD&CSS operations and managers, enabling the achievement of delivery account support objectives and projects to maintain agreed level agreements. •Responsible for support, oversight and continuous improvement for service delivery and service excellence programs. •Responsible for initiative of Location Optimization Project •Support SD&CSS VP as required in current Programs and Projects.

HCLTechGlobal Reporting and Data Analytics Manager,

May. 2021 - Dec. 2021Guatemala · Hybrid•Manage a group 57 Employees, including 4 Direct Reports (Operations Managers), and 53 indirect reports whose role is Reporting Data Analytics Specialist, in 3 different geographies, Guatemala, Romania and India, providing support to Americas and EMEA Region for RDA. •Support Reporting and Data Analytics team in providing reports to the business which are utilized to make business decision and actions, as these reports provide revenue and margin performance information for Xerox accounts. Also strive to drive standardization and continuous improvement in the reports presented, and drive automation of reports. •Support Reporting and Data Analytics Team in identifying and communicating data driven insights. •Meet agreed SLAs for RDA regarding accuracy and timeliness of reports. •Support Xerox growth through our service delivery and client support roles, providing operational excellence for our clients.

HCLTechGlobal Contract Improvement and Support Services Manager

Jul. 2020 - May. 2021Guatemala · On-site•Manage a group 65 Employees, including 5 Direct Reports (Operations Managers), and 60 indirect reports including: Service Improvement Managers, Administrative Assistants, Procurement Specialists, Asset Coordinators, Partner Analysts, among others in US, Romania, and India, providing support to Americas and EMEA Region for CISS. •Provide Delivery contract, reporting and administrative support to our client and its partners, enabling the achievement of delivery account support objectives, per agreed level agreements. •Responsible for support, oversight and continuous improvement for service delivery and service excellence programs, •Establish and meet agreed SLAs with our client counterparts for al CISS roles. •Support Xerox growth through our service delivery and client support roles, providing operational excellence for our clients.

HCLTechServices Operations Manager Service Delivery

Apr. 2019 - Jun. 2020Guatemala• Directly managing a group of 15 Service Delivery Managers. o Review with each direct report account roles and responsibilities. o Review each direct report biweekly with Upper Management o Assist each direct report with Local HR procedures and policies o Enforce local procedures and policies. o Provide assistance to Local Upper. Management as requested. o Provide reports regarding employees (vacation, software licenses, inventory, cell phones, employee information, bonus) o Schedule one on one meetings with each direct report to assess progress and responsibilities, as well as monthly team meetings. • Responsible for the delivery of infrastructure and operational support for ~900 accounts and $90 million in revenue, enabling the organization to achieve all key business objectives, SLA’s, KPI’s and client retention • Facilitate, engage and support new business deal review and solution adoption to ensure complete solution utilization and operational excellence for our clients. • Responsible of regional expansion and new offering growth, while focused on risk reduction and mitigation. • Support organizational achievement of Gross Profit and retention targets for all accounts supported. • Work jointly with Executive levels, SDM’s, Sales and Technical Services partners to drive overall team ownership of client relationships & client retention. Support Nearshore Director in the following initiatives: - SLA management - Account Operational Reviews - P&L management - MDS metrics and KPI’s - QBR management

XeroxServices Operations Manager Service Delivery

May. 2018 - Apr. 2019Guatemala• Successfully supporting a group of 30 Service Delivery Managers. • Responsible for the delivery of infrastructure and operational support for ~900 accounts and $90 million in revenue, enabling the organization to achieve all key business objectives, SLA’s, KPI’s and client retention • Facilitate, engage and support new business deal review and solution adoption to ensure complete solution utilization and operational excellence for our clients. • Act as annuity champion and facilitate regional expansion and new offering growth, while focused on risk reduction and mitigation. • Support organizational achievement of Gross Profit and retention targets for all accounts supported. • Works jointly with Executive levels, SDM’s, Sales and Technical Services partners to drive overall team ownership of client relationships & client retention. Support Nearshore Director in the following initiatives: - SLA management - Account Operational Reviews - P&L management - MDS metrics and KPI’s - QBR management

XeroxAccount Operations Senior Manager Service Delivery

Jan. 2015 - May. 2018•Managed 74 Reports, including 6 Direct Reports (Jr Managers and Project Coordinator), and 68 indirect reports including: Service Delivery Managers, Account Operations Managers and Business Analysts. • Successfully transitioned and supported ~ 331 accounts from US to Offshore, combined $180 million in revenue, with $72 million in gross profit • Manage P&L of ~ $220,000.00 / monthly, which represented $68 Million in yearly revenue • Provide support to ~ 740 accounts, combined o Support to all regions • Weekly cadence with all Jr Managers, reviewing progress in each region and open items that needed action. • Key initiatives supported: o SharePoint Site o Role Normalization o Metrics Dashboard o Recognition Program o Lunch and Learns o Training program for all roles o Resource Review (monthly) o Red Accounts o Employee Scorecard • Assist each direct report with Local HR procedures and policies and enforcement • Provide assistance to Local Upper Management as requested. • Employee reporting (account assignment, vacations, inventory, cell phones, employee information, travel, etc).

XeroxShared Services Operations Manager

May. 2014 - Jan. 2015• 100 direct reports • Managed Steady State Team, IC’s, USCO, MPS Global Delivery, MPS PMO TTM, GSDD, • Review with each direct report account roles and responsibilities. • Review each direct report biweekly with Upper Management o For teams that had Jr Managers, joined their Upper Management Resource Review • Assist each direct report with Local HR procedures and policies • Enforce local procedures and policies. • Provide assistance to Local Upper Management as requested. • Provide reports regarding employees (vacation, software licenses, inventory, cell phones, employee information, bonus). • Schedule meetings with each direct report to assess progress and responsibilities, as well as monthly team meetings. • Helped launch the AOM and SDM Project, known as ATLAS.

XeroxJr. Manager / OTI Coordinator

Sep. 2012 - May. 2014As Jr. Manager I had 27 direct reports under my lead o Review with each direct report account roles and responsibilities. o Review each direct report biweekly with Upper Management o Assist each direct report with Local HR procedures and policies o Enforce local procedures and policies. o Provide assistance to Local Upper Management as requested. o Provide reports regarding employees (vacation, software licenses, inventory, cell phones, employee information, bonus) o Schedule one on one meetings with each direct report to assess progress and responsibilities, as well as monthly team meetings. As OTI Coordinator my responsibilities were as follow: o Update open order product reports. o Send open order report to IMplementation Coordinators or Account Operations Managers every week, or as requested o Assist in closing out product orders. o Follow up on existing open orders. o Contact carriers when deliveries were not scheduled in the time required. o Assist carriers with client or contact information. o Assist on DNI reports and background information so DNI can be closed out. o Provide specific reports as requested.

XeroxProcess Support Lead

Jul. 2010 - Aug. 2012• Created and reviewed policies documents, for exampleTravel Policy Document. • Change Manager in Change Advisory Board. o Prepared last version of Change Management Process, and was part of the review committee for the finalized document o Managed changes that were deployed in production, ensuring that the adequate process was followed, o Maintain current status of reviewed and accepted changes o Prepare monthly metrics on implemented changes. o Provide monthly training to employees on Change Management o As of January 2012, I became the manager of the Change Management Process, and have one other resource under my lead. • Management of Capital Expenditure Forms • Created Capital Expenditure Process Policy

ACS, a Xerox CompanyITO Site Manager Administrative Assistant

Sep. 2009 - Mar. 2011• Administrative Assistant to IT Site Manager in Guatemala. • Generate local reports • Managing internal Travel process both Onshore and Offshore • Created Travel Policy Document • Administrative work concerning Guatemala IT site. • Managing recruiting process for IT positions • Oversee Offshore and Onshore Procurement • Management of Onshore and Offshore Travel Requests • Management of Onshore and Offshore Job Requisitions

MiDietaNutrition Counselor

May. 2008 - Aug. 2009• Generate final Statistic report on behavioral and expected changes seen on users in the HOPE MiDieta™ Program • Counsel users of the MiDieta™ and HOPE MiDieta™ Program • Development of monthly recipes and monthly articles that were to be used on the web page. • Manage CMS 400, editing and adding content to the HOPE web page. • Provide adequate content for the MyDiabetes and Daiichi website.

Hospital Herrera LlerandiHead of Nutrition Department

Oct. 2006 - Jun. 2007• 30 Direct Reports • Develop and follow Quality Control criteria • Determine and supervise personnel functions, activities and responsibilities • Review and update the existing diets, updating menus according to season. • Provide nutritional services to consulting patients • Generate and supervise orders, their delivery and storage. • Generate service related statistics as well as operational cost tables.

Hospital General San Juan De DiosHead of Nutrition Department

Feb. 2006 - Oct. 2006• 119 Direct Reports • Determine and supervise personnel functions, activities and responsibilities • Supervise the Diets offered to patients, along with food dispatch. • Supervise enteral and parenteral nutrition prescribed to hospitalized patients. • Create personnel shift roles and vacation roles. • Created reports concerning needs, problems and solutions that had to be applied at the Department in order to guarantee its proper function. • Supervise the activities done by Nutrition students who were doing their internship at the hospital. • Supervise and authorize the Daily Foodservice Orders. • Supervise and verify that proper Food Safety and Quality Control Standards were applied during food preparation, which was later given to hospitalized patients. • Develop Food Purchase Specifications, in order to specify both purchasing and delivery requirements of the food that was to be used at the Foodservice. • Manage personnel hiring due to personnel shortage in the Department, and supervise their induction. • Determine Food, Disposables and Enteral Formula Needs, for Quarterly Requisitions. • Generate service related statistics, which included costs, enteral formula usage, diets served, among others.

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