Emiliano Zapata # *****-B, Xicotencatl Leyva Aleman,

Tijuana, B.C. C.P. 22510

Cell: 664-***-**** (Cell)

Email: ac91zu@r.postjobfree.com

DANIELVAZQUEZ ALFARO

ISO 9001:2015 Certified Lead Auditor

Certified Scrum Master (CSM)

OBJECTIVE To constantly improve my skills, abilities and attitude that will allow me to become a more efficient and effective leader by applying the values and philosophy that I have learned from the Dale Carnegie and ISO 9001 principles which in turn will allow me to develop other co-workers and team members in teaching them to become the best version of themselves. I am a firm believer that we all have the potential to achieve excellence if we have the right attitude and put the time and effort to transform our weaknesses into strengths. LABOR EXPERIENCE

January 13th 2009 – February 11th 2019: NAP San Diego, LLC

● QA Manager - Internal Auditor of ISO 9001 & NSF P394 (2016-2019)

Coordinated implementation process for NSF P394, ISO 9001:2008 and ISO 9001:2015 requirements for the NAP West Group (San Diego,CA [HQ], Calexico,CA, Oakland,CA, San Jose,CA and Albuquerque,NW stores). Based on requirements I coordinated and assigned Upper Management and Heads of Department the documented evidence that was needed to be created, verified and maintained in order to be in compliance with the standards of both P394 and ISO 9001.

Closely Monitor, measure, verify and evaluate QMS performance of San Diego, Calexico and Los Angeles locations. Once implementation process was finished I did this by doing 3 types of verification which were random quick inspections to random departments/areas, 3 months before I did an Internal Audit I did what I called a Pre-Audit which was an unofficial audit to let everyone know what requirements were being met and which didn’t and finally once a year I did an official Internal Audit.

Guided and coached Upper Management on QMS issues. In order to keep Upper Management involved I had a weekly meeting to discuss QMS issues that I was detecting during my random inspections.

Monitor and verify effectiveness of Corrective Actions activated by each department. I coached and educated Upper Management and Heads of Department on the correct manner to use the CAR form and how to follow procedure in the proper manner.

Implemented and provide all trainings related to QMS and ISO 9001. Based on the training needs that I detected during one of my random inspections, pre-audits or Internal Audits I scheduled the necessary training and followed up to measure effectiveness of the training provided.

Developed Quality Manual. When we started with the ISO 9001 project I was the person responsible for creating the Quality Manual.

Program, execute and follow up on all Internal Audits for San Diego, Calexico and Los Angeles stores. I presented the schedule at the start of every year on which dates I was going to do the pre-audit and Internal Audit for all 3 locations, on this same presentation I also provided dates on when my Internal Audit results were going to be presented to Upper Management and Heads of Department and the timeline to present documented evidence of corrective actions for all non-compliances detected.

Manage Customer Complaints procedure. Customer complaints that were received via email or by phone were connected to my work email address and my extension. Once I received the complaint I provided documented evidence to Head of Department and were given 48 hours to provide a response with a proper solution to customers issue.

Had direct communication and worked closely with all External Auditors. Any concerns, issues or requests made by any of the external auditors were communicated directly with me, I developed an excellent working relationship with all External Auditors.

● Human Resources Generalist / Management Representative (2014-2015)

By mutual agreement I returned to San Diego HQ on January 2014.

With 2 other co-workers created HALO Project.

Member of Safety Committee (Safety inspections & follow up on any health or physical hazards detected). o Provided training to Heads of Department such as Leadership, team work, time management, etc.

Execute any labor disciplinary action required for an employee based on internal performance and company behavior policies.

Created and collaborated on several motivational programs. o Became a member of the Executive team to collaborate with Upper Management to advise them on issues affecting the company.

● Store Supervisor (2010-2013)

Requested my transfer to Calexico branch on June 2010 to correct and correct severe employee’s lack discipline and performance, implement administration strategies to run operations and be to learn new leadership skills.

Make cost reduction decisions to maximize store budget.

Work directly with Calexico Sales department staff to follow up with customer’s issues and expectations. o Personnel management of all Calexico branch staff.

● Marketing (2009-2010)

Promote company products with basic marketing tools. March 2004 – May 2008: Grupo Técnico de Servicios (TELvista)

● Operations Supervisor / Mentors - LV3 Supervisor o Supervise agents and monitor their performance. During the time I worked here I worked with teams that had between 20 to 50 call center agents which I was in charge of supervising, evaluate at least 2 calls from each agent every month to score them on the Customer Service skills and also did a monthly performance evaluation of each of my agents.

o Monitor the supervisors statistical performance. When I was promoted as LV3 Supervisor I was in charge of monitoring the KPI’s of all other teams and reported to the supervisors and if needed to the managers when my team detected an issue with one of the call center agents or the data provided by a supervisor. o Followed up on petitions or complaints from Verizon Executives. There was always a Verizon Executive present at our location which informed us about the concerns of the customers complaints and we had to provide a solution to the issue. o Designed Several Leadership and motivational projects and strategies. One of my favorite motivational programs that I helped to create was the VFL which was assigning an NFL team name to the different Verizon tech support teams and each week they competed with each other on their QA scores. o Coordinator of the Talent Keepers project. I was in charge of communicating to my fellow supervisors when it was time to do one of these trainings and monitored through an online website who had done theirs and who hadn’t. o Statistical reports about the working conditions and the moral of the employees. I collaborated in doing surveys with employees to determine work environment, the results of these surveys were presented to the Operations Manager. o Assisted HR with Interviews of New Hire Candidates. several HR representatives were instructed to be present at my interviews to learn my interview techniques since I was able to gather much more valuable information from the candidates. o Creator and coordinator of the Introduction to Operations Program, I created this program to serve as a guide for new hire employees to understand what their roles and responsibilities were and added some basic leadership topics on it. ACADEMIC BACKGROUND

● College: UABC (1999-2004) - Bachelor’s Degree

(Lic. En Informática/Computer Science)

● Postgraduate: Universidad IberoAmericana (2009) - Comm. Advertising TRAININGS & COURSES

1. Scrum Alliance (April 2019)

Certified Scrum Master (CSM)

Certificate Number: 1050295

2. BSI (December 2018)

Certified ISO 9001:2015 Lead Auditor

Certificate Number: 967****-******

(Certified under the Exemplar Global norms and standards) 3. SPC Asesoria Avanzada (2016-2017)

Here I attended the following trainings:

ISO 9001:2008: Learned how to comprehend and interpret the 2008 version of ISO 9001, this allowed me to have a deeper understanding of the standard and gave me the tools to be able to educate others to guide them on all stages of the QMS.

Internal Auditor ISO 9001:2008: Learned how to audit the 2008 version of the ISO 9001 Standard which allowed me to be more effective and efficient during the planning, execution and closure of an Internal Audit.

Corrective Actions: Learn methodology to find root cause of an issue and what steps to take to correct it.

ISO 9001:2015 Standard: Learned how to comprehend and interpret the 2015 version of ISO 9001, this allowed me to have a deeper understanding of the standard and gave me the tools to be able to educate others to guide them on all stages of the QMS.

Internal Auditor ISO 9001:2015: Learned how to audit the 2015 version of the ISO 9001 Standard which allowed me to be more effective and efficient during the planning, execution and closure of an Internal Audit.

4. Executrain (2009)

Time Management: This training allowed me to understand what type of people are we if left or right brained, use the SMART technique to set my goals, guidelines for efficient planning such as use of calendars, action planning worksheets, also to apply the Four D’s (Do, Dump, Delay amd Delegate), to use the STING (Select one thing, Time yourself, Ignore, No breaks and Give Reward) technique to not get overwhelmed and techniques that applied to organize in a more effective manner my workspace and files.

Communication Strategies: From this training I began to apply new techniques and strategies to be more self aware of my behavior, ask questions in a more clear and direct manner, adopted better listening skills to make the other person really feel that you care and are paying attention, the importance of remembering a person’s name, improve my body language when communicating something to a coworker, improve the self image and appearance that I projected to others and to be more assertive when communicating something to others so the message would have the desired impact.

Building Better Teams: From this training I was able to identify the types of teams I was working with (Traditional, Team Spirit, Cutting Edge, Task Force and Cyber), I was aware of the things that make a team fail such as unclear goals, no clear leader identified, decision making is monopolized, etc.in some instances to use team contracts to set a commitment on code of conduct, participation, communication, problem solving and how to meet guidelines, I applied the Glenn Parker Team Survey which develops a profile of team strengths and allowed me to create strategies to increase the team’s effectiveness, I used honesty, openness, consistency and respect to build the trust of my teams and was able to detect what attitudes reflected a good team player and which attitudes showed the opposite.

5. Techno Marketing (2009)

Social Media Marketing 101 Seminar: Attended this seminar to get updated on the new social media tools available at the time. Even when this seminar was focused on marketing it gave me several ideas on how to improve communication within the company using quicker and more efficient apps to use between the staff. I attended the following trainings while working at Grupo Tecnico de Servicios (TELvista): 6. Talent Keepers (2006-2008)

These were a series of online trainings:

Retention Monitor: Gave me the tools to convince an employee from leaving the company, to listen their concerns or grievances and try to retain them.

Flexibility Expert: I applied this training in my decision making to be less strict and stopped having a black and white mentality, be more flexible when a situation occurred on what actions I took to solve the issue.

Climate Builder: Began to create a more positive environment with my team, to make them feel involved on some of the decisions, to recognize the employees that exceeded expectations and to remedy any personal or work conflicts within the team.

Communicator: Adopted better techniques to communicate any information to my team, I began to reduce and eliminate misunderstandings/confusion of the instructions that I gave to my team and to teach those same techniques to my employees to improve their own communication skills.

Esteem Builder: I created several motivational programs to build a better self-esteem among my employees, especially with those that felt undervalued or that had a very negative opinion of themselves.

Talent Finder: I began to improve my skills to detect the strengths of my employees, to determine what were the things they excelled at and use guide them on how to use their talent to grow and improve on any aspect of their life.

Talent Developer and Coach: I developed my skills to provide effective feedback in a manner that the person would understand what I was asking of them by having a clear, open and honest conversation, this technique allowed me to know them better and discover what talents each of them had and those who overachieved I helped them by promoting them to job positions on other areas within the company that would allow them to grow both professionally and economically.

7. Dale Carnegie (2006)

Leadership & Human Relations: When I attended this training I was already applying the values and principles that I learned on the Change and Success but this one went deeper since this training was 20% theory and 80% of very dynamic exercises in which in every session we had about 5 to 7 exercises in which we had to express and tell a very personal experience of our lives, the subjects always changed. On training I learned how to better express myself, to express my message in a more impactful manner by using the proper tone of voice, gestures attitude and body movement, it also made me more effective to talk in public since the group had between 50 to 70 co-workers.

Change & Success: This training was the one that started to change my life, after taking this training I applied the knowledge I obtained by becoming a true leader by accepting not only my strengths but also and more importantly to accept my weaknesses and commit myself to improving my areas of opportunity. I also began to apply this knowledge to my team in addressing them with more respect, being more patient but at the same time through individual or group sessions I would use my own experiences to teach them a life learning and to make my team feel they could trust me with anything that they wanted to share with me about their personal life or feelings. In retrospect that was the purpose of this training that before you try to help, coach or give advice to someone you must first start to work in your own person and make the necessary changes to become a more effective leader and a better human being.

8. Vista Stats (2005)

Obtaining results by means of statistical analysis: From this training I was able to interpret and analyze data, to not just the numbers but to understand what was behind that data, I began to do my own reports in which I tracked the performance from my team and identify an issue even when the number didn’t showed it.

Measurement of lines of time on the basis of statistical results: I began to analyze the data from several reports and stats that we were given to see the performance of our team, from this training I began to analyze performance stats through specific timelines to detect at what moment either the overachieving or underachieving began, I use that data to recognize my team members that were exceeding expectations and to provide timely feedback to those that were below standards on their performance. 9. FORMA (2005)

Professional Development of a Leader: I learned basic concepts of how a leader should act and behave, this was mostly focused on leadership related to a middle or high level job position but wasn’t focused on the human aspect of leadership which to me is the true definition of a leader.

How to speak in public: This was a very interesting training since it allowed me to conquer my fear and nervousness of speaking in public, I started to use techniques that would allow me to keep my focus, tone of voice and involve the people in the public that would keep them interested on the presentation.

Supervisor Skills and Abilities: Same as with the professional development of a leader I learned here mostly job related skills on how to be a more effective supervisor, how to better organize your tasks and use your time more productively.

Know how to interact with others: It showed me a very general overview on the basic aspects on how to influence and be able to have better working relationships with co-workers, I used this on my fellow supervisors and with my own team, which made minor improvements since I was still very new to the supervisor position. SKILLS

Connect and communicate with people

Well Organized

Focused on the people not the process

Analytical and methodical to determine the root cause of an issue

Creative

Can adapt to each situation

Leadership

Detect training and competence needs in personnel

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