image.jpg

Business advisor for the design and development of a mobile application for caregiving services at Puerto Rico.

Business Advisor

Helping B2B and B2C clients design, build and adopt AI Conversational programs to enhance customer experience and internal employee experience across different technologies and industries. Serve as customer experience SME to work with senior leadership developing a capability assessment analysis to advise clients in investments prioritization for projects over $1M that results in customer value added experiences.

Manager Management Consulting

Leading a group of 15 people in developing activities and events for the NYM Hispanic community to enable strong relationships and career development among the community (300+ members).

NYM Hispanic American Employee Resource Group Lead

AI Process Owner – National Telecommunications Company Led the design and implementation for plans and services intent experiences for the AI Chatbot channel for B2C and B2B customers which contributed to 50k+ monthly calls automation, saving approx. $1M in operating costs. Process Owner - Global Retail Company
Co-led the coordination of Global design thinking online workshop with 5 Markets (Brazil, Mexico, UK, Italy & Spain) to define a future state core model for order management and collaborated with the application analysis for the decision of the software selection (~12 million investment). Business Architect - Local Telecommunication Company
Contributed to the implementation of a new order entry system in Pega Marketing for new customers and existing customers that will impact 200 users (~$1.4M project). Gathered business and technical requirements for the system development and introduced a new technical integration process for third-party order entry client partners that is expected to reduce error traffic between the different systems by 20%.

Management Consultant

Change Practitioner – Global Medical Device Manufacturer Led change impact assessment, end-user training curriculum definition, detailed course designs, end-user training development and stakeholder communications plan for Warehouse Logistics that impacted 50 users from 4 different warehouses. Business Analyst – Global Publishing Company Supported in the delivery of 92 epics for the development of a digital application in ChromeOS operating system that served as a new learning system for students from K-12. Led requirements gathering of all features from the application and release demos to client managers and SVP’s

Analyst

Supported in project for reducing inventory deficit and surplus with material transported to third party manufacturer by implementing an Excel VBA program to automate material planning and scheduling. Also, implemented new Kanban system and kits design.