High School Customer

Carlos Eduardo Baasch Cardozo

Telephone: Home: 58-212-******* Cel: 58-412-******* (Venezuela)

Additional: 293-***-**** (USA)

E-mail: ******.******@*****.*** and *************@*****.**

Birth date: July, 1st 1982.

Marital Status: Married

Nationality: Venezuelan, Brazilian, Italian

Education

Entrepreurship Short Program

July 2011 Babson College, Boston, USA

Master of Business Administration (MBA), IESA.

2009- October 2011 IESA, Venezuela

Grade: 4,16/5

Systems Engineer

2000-2006, Univ. Metropolitana, Venezuela

Grade: 3.88/5

Specialization in Consulting Management

2005-2006, Univ. Metropolitana, Venezuela

Grade: 17/20

High-School

1999-2000 International Exchange Student in Pennsylvania, USA

attended to Bucktail Area High School,

High-School

1994-1999, Champagnat High School, Venezuela

Grade: 15/20

Work Experience

Citibank - Process Reengineering Manager

12/2012 - Present Full time employee

Responsibilities: Manage projects where there is a re-engineering involved.

I work on making the process standard with lean six sigma methodology, so

the response time to the clients is reduced. I encourage every area of the

organization to work with these thoughts so every day the work can be done

in a better way. If a new product is about to be made, I manage the design

of the process.

Control the process team (5 persons), check every process proposal.

Main achievements: Apply process reengineer to main bank products to get

standard response to the clients, putting down the quantity of question

during any process. I also created the methodology to use from now on in

reengineer projects, since this is a new area.

Major Projects:

. Account Opening: The process of Account Opening had been taking long

time for the Customer, so I started to look at the process from the

beginning till the end, starting with the Customer's first step. I found

out that there were 2 major problems that would solve the 80% of the

issues. First the Customer's form wasn't simple to fill, and Second the

process wasn't being controlled by anybody. Therefore we had to make an

easy way to fill the forms and we had to start taking over the process.

The first solution was to put the form in the web page, so the software

at the web page would control and help on what the Customer write, if it

leaves blank spaces that it shouldn't or if it writes State's names that

don't belong to the County for examples. At the end of the web page

experience the Customer would only write its name one time instead of 5

times, and its name will be printed in the 5 pages that have to be in.

The second solution was to implant a workflow that controls the process

to let the bank know what the real time of the process is and what are

the true causes of returns during Account Opening so we can fix it. It

is necessary start to measure the defects to be able calculate the six

sigma. The main idea here is to do the process right at the first time,

in the correct time. There will be a second phase of the project where I

am proposing to reduce the paper use, so somehow when the Customer fill

its online forms the process continues right away with no transportation

to the bank office. The customer will know how much the process takes

with a small standard deviation.

. Warranties: The warranty process was losing information at the end of

every month; managers could not see what was going on there. We had to

review the whole process and found out that the data was being filled in

the first area, but it wasn't being transmitted to the rest of the

process. So at the time of reporting the result the data wasn't

coinciding. We had to teach the users how to use the warranties system

and implanted indicators that would let us know more about the

warranties, so we could control how many entered per month, and how many

are active.

. Demographic Data: The upgrade of demographic data process for the

Customer was not at all satisfactory. Sometimes it would call for an

upgrade but a few weeks later it found out that it address hadn't change

or was destroyed for an unreadable address. The first problem here was

the different 3 software where we had to upgrade the demographic data,

so I came with the solution of only enabling the upgrade in one system

and this system is going to send the info to the others systems. That

would reduce the time of the upgrade process, would give a faster

service to the Customer and would cause a minimum impact of mistakes

from the operator since it would only write one time in one system.

. IVR change: Since the number of tickets made out from Customers calling

to the IVR increased more than 100% in the last year we started to look

at the main cause of it. I found out that the IVR process wasn't working

right; it had a decision three that wasn't completed so the Customer

could be on the phone for N minutes waiting for an answer that will

never come up. Besides that I found out that the IVR system wasn't

giving numbers that indicates what where the main issues why the

Customer was calling. The proposal was to reorder and build the

questions of the IVR so the Customer could really finish the process on

time and right at the first time, we also asked for a day by day

typified report that would let us know the main cause of the call to the

IVR. In the first month we reduced 45% of the tickets opened.

. Regulatory reports: The bank has to report to the Central Bank every

first days of the month a lot of information of the past month that

comes from different back end systems. The problem was that the

information to be sent was not all available during the first days, so

the Unit on charged of sending this info was always running until the

last day of the expected period. To have a proposal to solve it we had

to go through every area that participates in the process, and we found

out that many areas where writing the same info in different systems at

different time, Once we analyzed the whole process we came with the idea

of only one person writing on one system, and this system would fill the

other systems needed information. The main idea here is to have the info

as soon as possible to be able to update the regulatory reports as soon

as possible with no waiting time. The reengineering here choose new

activities in some areas and less activities in other ones to have the

standard process. At the beginning of this project the process time was

15 days, right now the number of days that it takes is 6, and I still

working to put that number of days in 3 days..

- o -

Mercantil Bank- Mercantil Universal Bank - Operations Specialist

10/2008 - 12/2012 Full time employee

Responsibilities: To control the cash management between the Bank Offices

and the Outsourcing company who transport the money from one place to

another, the way to do it was creating and managing indicators that will

alert the responsible of the amount to be transported about it unusual

behavior. Also I had to control the biggest and the smallest amount of

money that could be used on every ATM in a network of around 1300 dispenser

machines, to reduce expenses.

Main achievements: Reduce expenses through minimization of cash trips

between the Bank Offices and the Cash Warehouse Initially it was over 4200

trips per month, then it went down to 3800 trips per month. There was a

project to adapt the new software to manage the cash flow which I had to

manage. With the implementation of this software the quantity of time

employed in the cash management was reduced so the Bank Offices Managers

could spend more time in other duties. Create the automatic information for

the managers to control the behavior of theirs offices. Give a better

service to Clients on the use of ATMs by always having enough money to

dispense and alerting the bank when the machine was running out of cash

- o -

Mercantil Bank- Mercantil Universal Bank - Operations Analyst

12/2006-10/2008 Full time employee

Responsibilities: Optimize different bank processes, minimize the answering

time to the Clients, eliminate rubbish inside the bank process, and

standardization of services to give a better experience to the public.

Analyze the product s behavior; propose improvement to the bank processes.

All this using Lean Six Sigma Methodology

Major Project:

. Financial Trusts: The different process involved in Financial Trusts

didn't had control from the manager and the response time from the

bank was high when it had a response, so after studying the process I

found out that so many activities like for example checking for a

signature could be done in a system and that would improve the

response time of the whole process and the process itself could be

controlled for the management. I reached the standardization and with

it the response time of any transaction wouldn't be longer than 48

hours. The Customer started receiving notifications for every step of

the transaction process.

- o -

Solomon Systems (Microsoft Partner) - Analyst

3/2006-12/2006 Full time employee

Responsibilities: Adjust the SOLOMON system. Develop reports using Cristal

Report tool.

- o -

CANTV - Intership at the Data quality area

8/2004-10/2004 Full time intership

Responsibilities: Getting the information and analyze it for the

integration model to get together the different companies that integrates

CANTV

Stronghold

A sure person, who likes to learn new things and to find out why the things

are how they are, with the finality of make it better every day. The Client

is first.

Habilities

Excellent use of Microsoft Word, Excel, Powerpoint, Visual Basic, SQL

Server 2000, Project, and Cristal Report.

Excellent working in group, have good relationship with the co-workers.

Curses

Lean Six Sigma

5 days, finished 2013

Management effective interviews

1 Day, finished 2013

Requirements Management with Use Cases

3 Days, finished 2013

Relational Service

3 Days, finished 2009

Six Sigma

3 Days, finished 2008

Financial Trust

3 Days, finished 2008

Project Management

3 Days, finished 2007

Operational Excellence

3 Days, finished 2007

English curse

University of Toronto, Canada

2 months - 1998

Languages

First language: Spanish

Second language: Advanced English

Contact this candidate