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Engineering Customer

Santa Clara, California, United States
October 21, 2016

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*** ***** **** ** *** ***, Santa Clara, CA 95054 C: 650-***-****


Detail-oriented Business Analyst possessing a unique combination of skills, which include Process improvement in business and IT processes, complete management of KPIs and gathering/analysis of IT requirements.

More than 7 years of experience in banking and software development industry prove exceptional planning skills and outstanding management of Customer relationships.



Process improvement

Requirements gathering and analysis

Project management

Agile development methodologies

Native Spanish speaker


Successfully managed the Balanced Scorecard of the organization by performing correct calculation, analysis and distribution of the most important processes for the organization.

Reduction of the average customer wait time by implementing a new system for online credit evaluation in the retail segment. The time was reduced by 30% for Personal loans and 20% for Credit Cards.

Successful resolution of customer issues and expectations during the implementation of Citrix XenApp for desktop virtualization in order to preserve the confidentiality of customer information.


09/2014 to 08/2015 Business Analyst

Axcess Financial Lima, Lima, Peru

Decompose high-level business and user requirements into functional requirements, specified in an appropriate level of detail and in appropriate forms suitable for the engineering team in charge of the development.

Gather requirements using interviews, business process analysis, product analysis and site visits. Identify appropriate representatives for each requirement and negotiate their responsibilities.

Write requirement specifications according to standard templates, using clear language. Use of alternative views, such as visual analysis models (diagrams), prototypes, or simulations, where appropriate.

Support the Software Engineers and Quality Assurance teams, clarifying issues and concerns during development and testing of the system in order to ensure compliance with the requirements.

01/2012 to 09/2014 Product and Technology Analyst

Banco de Credito BCP Lima, Lima, Peru

Identify opportunities for new features and new products, to increase productivity in the commercial process.

Coordination with other teams in order to develop the solutions required. Most of the time, simple VBA solutions that can be implemented in no time.

Designed products presentations and demos to train customers on product benefits and functionalities.

Resolved customer complaints and concerns with strong verbal and negotiation skills.

Identify possible security risks in order to preserve the confidentiality of the business information.

10/2009 to 12/2011 Process Improvement Analyst

Banco de Credito BCP Lima, Lima, Peru

Design and implementation of KPI's for the required processes.

Ensure the correct calculation of the KPIs defined, in order to evaluate the new process implemented.

Publish KPIs results and elaborate reports to identify possible issues and make useful recommendations.

04/2008 to 09/2009 Process Improvement Assistant

Banco de Credito BCP Lima, Lima, Peru

Define initial situation of the processes to be improved, by gathering information from functional teams.

Create training material and train personnel involved in the new process definition.

07/2007 to 03/2008 Junior Consultant

Royal Systems SAC Lima, Lima, Peru

Assemble a new team of consultants designated to help the company earn the CMMI certification

Implementation of CMMI Level 2 best practices on the most important projects to qualify for this certification.


2011 Engineering Licensing Course: Systems Engineering

Universidad de San Martin de Porres Lima, Lima, Peru

2008 Bachelor of Science: Systems Engineering

Universidad de San Martin de Porres Lima, Lima, Peru


Place of Birth: Lima-Peru

Date of Birth: 5th of February, 1987

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