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Business Planning Manager | at Global IT, Transformation Office
Hewlett Packard EnterpriseBusiness Planning Manager | at Global IT, Transformation Office
Jan. 2024Greater Madrid Metropolitan Area1- New Offer Introduction (NOI) process leader for Subscription-based products: Process and capability analysis for new offers, and continuous improvement and integration of the NOI framework with upstream and downstream functions. 2- NOI Product owner for Infrastructure as a Service (IaaS) offers – Offer requirement planning and coordination 3- Process and capability Lead for IaaS offers - Leads IT intake, Process engineering and IT deployment ( Incl. BRD, Functional requirements, and UAT plan), and oversees IT delivery and Production environment. 4. Partners with high level business leaders on resolution of a wide range of business issues for IaaS offers, acting as escalation point and driving cross-functional teams to achieve recovery.
Master Process Engineer | at Data Office, Transformation Office
Hewlett Packard EnterpriseMaster Process Engineer | at Data Office, Transformation Office
May. 2021 - Jan. 2024Greater Madrid Metropolitan Area1. Accelerate HPE Pivot to aaS. Engineer business process for GreenLake Edge-to-cloud IT capability launches. Help define long term transformation roadmap. 2. Modernize HPE digital capability. Transform corporate data management. Automate Budget Management and forecasting processes for HPE Business Units. 3. Strategic problem solving. Lead cross-functional execution of HPE IT modernization and Edge-to-Cloud transformation strategy.
Strategic planning and Operational Excellence Lead | HPE PointNext Technology Services
Hewlett Packard EnterpriseStrategic planning and Operational Excellence Lead | HPE PointNext Technology Services
Nov. 2018 - May. 2021Madrid Area, Spain1. Coordinated PointNext Technology Services strategy deployment and program planning. 2. Implemented Value Stream Management and Kaizen as Operational Excellence framework. 3. Championed Digital transformation, planned and coordinated RPA deployment.
Proces Improvement Expert | HPE PointNext Services
Hewlett Packard EnterpriseProces Improvement Expert | HPE PointNext Services
Aug. 2013 - Nov. 2018Madrid Area, Spain1. Pioneered Kaizen culture in HPE PNS, contributing to horizontal business process transformation. Led QTC continuous improvement, and management of change activity. 2. Cross-functional stabilization team of Service Cloud migration (Salesforce.com) and NA Delivery outsourcing 3. Mentored a selected pool of Green Belt and Black Belt resources.
Lean Six Sigma Black Belt | HPE Global Support Delivery
Hewlett-PackardLean Six Sigma Black Belt | HPE Global Support Delivery
Jan. 2009 - Aug. 2013Dublin, Ireland1. Project managed nearshoring, and offshoring of call center operations (Net saving 957 K$/Year). 2. HPE LSS Committee member, drove improvement culture by mentoring 17 LSS Green/Black Belts (40% Certification rate) and delivered master-classes (Regression models). 3. EMEA GSC Governance Lead, led operations reviews and continuous improvement PMO.
Project Manager. Lean Six Sigma Green Belt | HPE Global Support Services
Hewlett-PackardProject Manager. Lean Six Sigma Green Belt | HPE Global Support Services
Nov. 2006 - Nov. 2009Dublin, Ireland1. Developed data-driven solutions to improve call center performance and reduce operational costs. 2. Applied DMAIC and PDCA: problem definition, RCA, solution generation, implementation and control plans. Median improvement of 3ppt CSAT and 80 K$/Year savings. 3. Executed preparation of ISO audits.
Enterprise Analyst | HPE Global Support Centers
Hewlett Packard EnterpriseEnterprise Analyst | HPE Global Support Centers
Nov. 2004 - Nov. 2006Dublin, Ireland1. Defined and deployed Quality Assurance strategy in a multi-national HPE Managed Services center: procurement, capacity planning, and BI reporting. Achieved 20 ppt service quality improvement, 30 ppt defect reduction, and 5ppt client satisfaction increase. 2. Led Quality Assurance Global standardization program, and subsequent Business Process outsourcing.
Customer Service Center Supervisor
HertzCustomer Service Center Supervisor
Jan. 2002 - Dec. 2004Dublin, IrelandSupervised the Iberia Contact Center Team (15 FTEs). SLA Response: 1 min, Resolution: 24 h, and Escalation: 72 h. Responsible for Skill development, Capacity Planning, Client, Public Sector, and Franchise relations. Reduced Attrition from 35 % to 10%. Executed IT transformation, led readiness activities and moderated cross-functional work sessions.
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