Customer Service Microsoft Office

Benjamin CASTILLO

SENIOR LEAD BUSINESS ANALYST

Throughout my career, I have specialized in leading business change across a range of companies and industries. I have led dynamic, high-profile systems integration and BP engagements and redesigns. After years working on the front-line of major IT-enabled change programs, I have learned that success depends on building the right teams, appreciating the detail, understanding the strategy, and being brilliant at managing the basics. EXPERIENCE

OXXO INTERNACIONAL – Senior Business Analyst Lead

2018 - Present

Delivered integration between POS platform with RMS, EBS, WM and Microstrategy

Defined business processes supported by systems

Managing all business related requirements and connecting Business with IT INSURETECH – Senior Business Analyst Lead

2016 - 2018

Deliver a core system replacement with legacy systems integration. Requirements gathering for Life and Pension products Developed strong partnerships with leaders across the business to align strategy and tactics for product implementation Conduit between technology partners, ecosystems teams and customer facing teams Defined data model to migrate legacy systems to our solution Defined client requirements for reporting and electronic documents CHUBB – Regional Operations Business Analyst

2014 - 2016

Lead a major global project leading the implementation within LATAM Implemented different strategic projects to enhance all LOBs (P&C, A&H, BI) in KPIs, Data modeling and Reporting using Hyperion and IBM Filenet Delivered end to end solutions for operational excellence projects Developed functional specifications to be liaised with IT teams Change management to impacted business areas across the region

SORTEOS TEC – Business Analyst / BP Engineer

2012 - 2014

Redesign business processes using Hammer and Lean Business Lead operational excellence projects delivering different savings organization wide Services and delivery management transformation for sales and operations Solved and designed supply processes for Telephone Sales Delivered in house business technology through diverse implementation solutions

Created data models for reporting on strategic KPIs CONTACT

Monterrey, MX

+521 555*-******

********.********@*****.***

PROFESSIONAL SKILLS

Complex Process Analysis

Requirements Management

Process Redesign

Insurance Industry

Project Management

Gap Analysis

PERSONAL SKILLS

Problem Solving

Leadership

Teamwork

Stakeholder Management

Self-Motivation

COMPUTER SKILLS

Microsoft Office (Excel, Visio, Project)

Bizagi Modeler

Team Management Software

SQL Queries

Data Analysis Software (Minitab, SPSS)

Design Software (Photoshop, Indesign)

LANGUAGES

SPANISH: native language

ENGLISH: fluent (speaking, reading,

writing)

ITALIAN: basic (speaking, reading

writing)

HI TECH TOYS – Project Lead

2008-2010

Delivered a Robotics program prepared for low income middle high school students creating the end to end process and activities linked to the program TELEPERFORMANCE – Flex Coach/Trainer

2007-2008

Delivered training and guidance to customer service agents Solved escalation issues from customers

Work in different KPIs definition and reporting

EDUCATION

TECNOLOGICO DE MONTERREY – B.S. Industrial Engineering minor in Systems

2007 – 2013

Part of the top 3% of national professionals Certificate on Project Management for social development Worked full time to pay for studies learning to balance all duties

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