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Management Sales

Tampa, FL
March 23, 2018

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***** ******** ***** ***** *****, Florida 33647 813-***-****


An innovative and data-driven customer insights and Process optimization executive with extensive global experience in CX/analytics, process mapping, strategy design, re-engineering, workflow automation, and consumer activation. Additional capabilities include performance improvement, Lean, Six Sigma, statistical process control, e-learning and coaching, and project management. A transformative leader who drives customer loyalty and satisfaction and improves operational effectiveness and efficiencies to achieve business initiatives.


Led highly complex, global programs and cross-functional teams in operations, sales, and IT functions.

Ideated and deployed training programs designed to increase organizational maturity.

Successfully managed, tracked, and closed more than 25 projects and programs in the Americas, Europe, and Asia.

Coached and trained over 31 Black Belts, 55 Green Belts, 40 Yellow Belts, and 12 Executives.


CATALINA St. Petersburg, Florida

Customer Experience Business Partner 2017-2018

Advised president on important customer-focused market strategies. Charged with overall group integration and operational transformation, enabling customer focus and high-level operating performance excellence. Managed customer journey experience. Championed business process transformation, reengineering, and automation efforts. Assisted leaders in identifying key opportunities to provide optimum benefit to customers and business outcomes. Trained and coached on use of tools and processes needed to implement improvements.

Led efforts and coached other team members in newly created function with minimal guidelines on how to obtain relevant data from customer surveys, methods for quantitative and qualitative analysis, and present data visualization to C-level.

Provided input into CX team’s strategy by partnering with sales market leaders and connecting front- and back-of-the house, ensuring utilization and application of voice of the customer (VOC) data extracted from NPS and CSAT.

Analyzed data and opportunities across customer journeys and led initiatives around inflections points, including process efficiencies, metrics definitions, and change management.

Director, Process Innovation 2015-2017

Applied Lean Six Sigma (LSS) as Master Black Belt/Lean Master to enable effective adoption of transformational concepts organization-wide while automating and deploying workflow tools (Salesforce). Deployed Hoshin planning to ensure all strategic priorities aligned with related transformation and CI projects. Led data analysis and insights to support decision-making. Coached and trained leadership-level, Black Belts, Green Belts, and project leaders in adoption of operational, cultural, and lean management changes. Guided and managed Six Sigma projects portfolio to accomplish measurable results. Coached 14 Green Belt candidates to certification and seven cross-functional projects through all tollgate reviews and implementation.

Spearheaded transformational culture change to establish sustainable continuous improvement environment.

Created and deployed strategic objectives and general statement of policy for company’s first accredited Yellow Belt program, including budget and operational plan; contributed to 264% increase in number of Belts with certification pass rate of 94% and high ROI.

Collaborated with AR/AP financial team, sales, and sales operations in ongoing transformative effort to Lean out invoicing process, improving customer satisfaction level from 46% to at least 80%.

Successfully created and managed qualification and prioritization of improvement projects.

Led media planning Lean management transformation initiatives using Agile methods; introduced big changes in leadership as servant-leader using gemba and kanban, institutionalizing on-the-job training, etc.

Directedand provided coaching on several initiatives to contribute to increased media planning quality level; reduced defective rate from more than 10% to sustained 2% resulting in 98% of quality.


Program Manager-Sales Operations 2013-2014

Acted as single point of contact to facilitate program success by reaching consensus between business-focused and engineering-focused teams. Created and monitored lagging and leading key performance indicators (KPI) for products after launch. Experienced in technology and data development-statistics, segmentation, and design. Drove collaboration and fostered alignment. Supported effort to ensure segmentation models optimization met market and client needs.

Owned responsibility for core project management governance and consulting, including project plan creation and management, project progression and next-step management, risk and issue management, escalation and resolution, stakeholder mapping and management, budget development and management, problem solving; communication plan development and execution, project team management, and facilitation.

Led cross-functionally efforts to deploy solutions in emerging markets using LSS methodology.

Guided projects efforts in collaboration with product leadership (commercial), statistics (MSCI), and services delivery teams to develop and deploy local markets segmentation solutions for India, Australia, China, Mexico, Brazil, and Colombia.

Successfully launched product in Colombia and India, planting seed for future deployments in China and Australia.

Black Belt, Operations 2012-2013

Organized and led five kaizen events. Provided facilitation and coaching to four process improvement projects. Analyzed, aggregated, and filtered large amount of data to support strategy to point out relevant information for decision-making. Engaged global leadership to gain support for project implementation, and managed change through training and KPI aligned reward system.

Led LSS and reengineering projects from ideation to execution and transitioned to business as usual for different operational areas in buy (retail) and watch (TV measurement) side within data acquisition and operations to produce impactful results.

Successfully completed several global projects, including auditor productivity project in Brazil and Mexico, TV universe estimate HH Size=1, “One Team” project for North America DA, reduction of attrition rate for Central America Data Acquisition, driving productivity savings of more than $1,000,000.

Black Belt, Corporate Functions-Training and Communication 2010-2012

Prepared and conducted Executive, Master, and Black Belt training in DMAIC and DMADV. Focused on statistical analysis, MNITAB, hypothesis test, control charts, Excel, and others statistical tools. Acted as program manager for “BPI Basics” global program. Monitored performance and report metrics.

Engaged regional senior leadership and led multiple worldwide LSS and reengineering training events.

Created materials, facilitated, and coached other Black Belts in execution of end-to-end (W2W) and kaizen events, 46 BB in TTT, and 17 GB.

Designed and managed “BPI Basics” program; increased number of projects from 91 to 189 and certification rate by 65%.


FINANCIAL ORGANIZATION, Caracas- Venezuela. Strategic and Performance Improvement Consultant, 2006-2007. Supported organizational transformation by using LSS and reengineering approach to increase efficiency and ensure sustained momentum to effect successful transformation. Redesigned auto loan process and measuring system, leading to reduction in process cycle time and increased productivity and margin.

UNIVERSITY OF CENTRAL FLORIDA, Orlando, Florida, Research Assistant, 2003-2007. Planned, organized, and interviewed end customers to collect VOC, engage end user on platform design, and interact between IT, end users, and stakeholders. Owned responsibility for core project management and consulting, including project plan creation and management.

Conducted literature research focusing on IT solutions, e-government/e-services, data discrete simulation modelling, DOE, TOC, LSS, and balance scorecards.


VALENCIA COMMUNITY COLLEGE, Orlando, Florida, Associate Adjunct Instructor-Department of Mathematics, 2009-2010.

LA UNIVERSIDAD DEL ZULIA, Maracaibo, Venezuela, Associate Professor-Department of Industrial Engineering, 1997-2003. Taught geometry, computer programming, quality management, statistics, introduction to industrial engineering, and computer applications as tenured associate.


UNIVERSITY OF CENTRAL FLORIDA, Department of Industrial Engineering, Orlando, Florida

Ph.D., Industrial Engineering, 2008

M.S., Engineering Management, 2004

UNIVERSITY RAFAEL BELLOSO CHACÍN, Department of Computer Education, Maracaibo, Venezuela

M.S., Computer Education, 2002

UNIVERSITY OF ZULIA, Department of Industrial Engineering, Maracaibo, Venezuela

B.S., Industrial Engineering, 1991


Master Black Belt Certification, ASQ, 2017

Certified Six Sigma Black Belt, ASQ, 2009

Executive Data Science Specialization, Coursera, 2016

ITIL Foundation, Nielsen, 2013


Raise the Bar for PMO Program, Nielsen, 2013

Quality Matters, Valencia Community College, 2009


American Society of Quality (ASQ)


Minitab, SPSS, R, Arena, Microsoft Office Suite, Microsoft Project, Microsoft Visio, Visual Basic, UML


Fluent in Spanish.

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