Project Manager Customer Experience

JORGE VALDEZ LEBRETON

*********@*****.*** +1-954-***-**** linkedin.com/in/jorge-valdezlebreton 23976 Campania Pass Land O Lakes, 34639 FL

RISK & PROJECT MANAGER / EXPERT CLIENT SUCCESS

Dynamic results-driven Business Administration executive with 30+ years of international experience developing exceptional relationships with clients, peers, and senior management to provide innovation and accountable for management of complex/critical/large professional disciplinary areas.

Excellent leadership abilities and key people management skills promoting teamwork, with strong expertise in the legal and corporate sector.

Proven problem solving and analytical thinking skills, a fast-learning curve generating the best Customer Experience, and ability to adapt to role enhancing a company’s faculty to capture profitable markets.

EDUCATION

•Monterrey Institute of Technology and Higher Education

MBA - Master Business Administration with Mayor in Strategic Planning

•Vicente Rocafuerte University Business School

Bachelor of Business Administration

CORE COMPETENCIES

Teamwork

Bilingual (Spanish-English)

Root Cause Analysis

Data Driven

work under pressure

Client Education

Problem solving

Risk Analysis/Control

Project Management

Client Education

Customer Experience

Strategic Planning

Service Delivery

Presentation Skills

•Regulatory Reports

Vendor Management

Sales Plan Management

JIRA & AGILE methodology

Audit process

PROFESSIONAL EXPERIENCE

CITIBANK – Tampa. Nov 2023 to the present

Senior Project Manager – Securities Funds Services

Develop and implement the new acceleration Settlement process T+1 in USA, Canada and Mexico.

Design and manage the project plan with the following categories: Technology requirements (BRD & FRD), Training Program and Capacity analyst, Implementation Process with the incorporation of War room and Hypercare methodology and new Process impacting in T+1.

Create a new team in Kuala Lumpur supporting overnight operation for US Market. Prepare the Training Plan and attestation in new procedures implemented for Pre-Settlement, Settlement, Cash, Sanctions. Also the knowledge for new team in platform: Secore, SFE and SMI.

To lead of Milestones associated with the initiative in Jira, maintaining the updated as well as the progress in the different Sub Tasks in Jira created with each Milestone. Implementing Agile methodology in the status of the Milestone defined.

Manage the BCM created in PTS, executing the interaction with Areas such as: Technology, Product and Operations.

To assist int Client Testing PVT for USA, Canada and Mexico.

Manage daily performance related to the new team in Kuala Lumpur and Pune for securities post-settlement activities of operations processes.

Propose solutions to implement settlement process improvements, client service enhancements, or overall technology enhancements.

Coordinate with internal and external clients to assess service quality and identify areas for improvement.

Appropriately assess risk when business decisions are made, its clients and assets, by driving compliance with applicable laws, rules, and regulations.

Managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Focus on PM Policy and Project Management Governance in the operational planning. In coordination with Risk and Compliance for control in all relevant local regulations.

Development and execution of BVBS 239 reporting framework, ensuring aliment with international regulatory standards.

JP MORGAN CHASE – Tampa Sep 2022 to Sep 2023

Senior Project Manager – International Expansion

Lead the Strategic action plan for the expanding modernized Payment’s solutions into International Markets, with focus in Latin America, taking ownership to identify, assess, record and response to Operational and Compliance Risk events, ensuring these are captured accurately, timely and in accordance with requirements.

Managed and executed a visionary roadmap of Milestones using the RACI methodology, collaborating seamlessly with cross-functional Technology teams through JIRA, ensuring timely implementation of key deliverables.

Generate reports of analysis after testing cases emphasizing the most relevant results as well as identifying opportunities of improvement based on the cycle of the process.

Define the PVT activities incorporating target dates and responsible in coordination with Technology, Operation Readiness and Business Readiness. After it is formalizing the Go / No Go with the solution implemented, defining the kickoff of the Commercialization plan.

Builds the framework and tracks the product's key success metrics such as cost, feature and functionality, risk posture, and reliability.

Assist in production support for clients including troubleshooting client issues, defect management and client escalations; Contributes to the testing strategy.

Apply knowledge of the business, products, or services to identify and implement control points and processes throughout the business.

Drove all regional capabilities within the dynamic of the Region. This contributed significantly to the successful implementation of Onboarding Process with regional clients, achieving high revenue projections outlined in the Business Plan, as well as significantly increasing in Customer experience level.

Support the Project Management leadership through internal audits and external regulation exams in the different local markets of the region.

Integrate management best practices into BCBS 239 reporting process.

Take ownership of risk and control assessments or coordination for programs within various risk stripes and ensure sufficient subject matter expertise exists to enable management of these risks within the Business.

CITIBANK - Tampa Feb 2015 – Nov 2021 Digital Product Manager – Service Transformation Head

Introduced digital adoption strategies for corporate clients using the Self-Service capabilities provided by the Electronic Banking Platform, resulting in 15% reduction inquiries and a 25% increase in Self Service capabilities adoption.

Designed Project Management Implementation of NLP (Natural Language Processing) as part of a machine learning technology, reducing SLA’s by 50% and increasing productivity where the functionality absorbed 10% of the current volume received by the Service Units.

Develop and execute a comprehensive Voice of Customer (VOC) program to capture, analyze, and leverage customer insights across all touchpoints.

Lead the customer journey mapping process to identify pain points, drive improvements, and enhance customer satisfaction.

To define the new Client at risk methodology oriented to guarantee a high level of satisfaction along the Client Journey.

Manage the identification of issue root cause, partnering with control and process owners to implement the actions and improvements, to ensure appropriate escalation in according with Issue Management and Escalation Policies.

Establishes and oversees the application of operational risk policies, technology and tools, and governance processes to create lasting solutions for minimizing losses from failed internal processes, inadequate controls, and emerging risks.

Appropriately assess risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations,

Increased the adoption of Payments and Receivables solutions from top clients by collaborating with the regional Product, Channel, and Sales teams.

Managed workstreams and Project Management at the regional and global level for the new client interaction strategies.

Guide and influence governance and the facilitation of the execution of the Manager Control Assessment (MCA, i.e.. Risk & Control Self-Assessment) as required by the MCA Standard including the assessment and appropriate approval of risk associated with business changes.

Citibank – Colombia Sept 2007 – Jan 2015

Latin-American Client Experience & Implementation Head

•Lead the Centralization and Regionalization of the Contact Center unit, centralizing process, procedures, generating cost efficiency and scalability, with focus on Payment’s solution and Commercial Cards.

•Ensured the Customer Experience goals using a Segmentation model based on Tier clients. Presenting Service Reviews with the Headquarter of Clients location, to guarantee a consistent service satisfaction model across the regions.

•Created real-time KPI dashboards and implemented the Client Experience action plan, obtaining a 95% of Very Satisfaction level.

•Created a new LATAM Implementation model of Electronic Banking platform for Cash & Trade converting it into a new successful business model in terms of resources, process, and customer satisfaction across the region.

•Lead a cross-functional processing implementation project team of technical and non-technical electronic payment processing experts from Citibank and the Client.

•Deliver standard through complex implementation activities ensuring Quality and reliability of the implementations.

•Conduct ramps up sessions of Implementations carried out to validate the expected revenue and transactionality.

Citibank – Ecuador Dec 1999 – Aug 2007

Sales Head of Global Transaction Services

•Managed a Sales team for Cash and Trade products, oriented to generate new revenues by $5.5M a year. Designed a structure composed by Product Sales Consulting specialized by industry, increasing the Market share in Cash Management solution 10% year after year.

•Directed a Portfolio of specific segment of clients, aligned to grow the credit facilities by 30% and generating opportunities based on cross sell (Cash and Trade Products) generating 20% in revenue.

•Lead the new methodology of Innovation and Quality related with the creation of products and services. As result included Citi as part of the new network extension for Cash management services.

BELLSOUTH TELECOMMUNICATIONS Jun 1997 – Nov 1999

Vice-President of Service & Operation Strategies – Quito, Ecuador

•Ensured the implementation and Integration of customer Care System & IVR aim to capture 100 of client’s interaction within all point of sales as well as Call Center.

•Implemented the strategies of Loyalty Program oriented to increase the customer satisfaction level as well as to generate the opportunities of cross sale.

PACIFIC NATIONAL BANK. Nov 1989 – Jun 1997 Product Manager - Guayaquil, Ecuador

Pioneered the development of the Smart Card with chip, and incorporated within the chip, saving account and client information. Represented a new and innovating product within the Ecuadorian market, included other functionality such as: Vendor Machine, Public telephone service.

Initiated in alliance with MasterCard International, the implementation of a new network extension brand: CIRRUS and obtaining significant revenue increase of Fee per Transaction.

MAIN MAJOR SEMINARS

•DIGITAL CHANNEL Dublin, Ireland – CITI Innovation Lab

•TRADE SOLUTION Miami, Florida

•NEGOTIATION PROGRAMS Bogota, Colombia

•BOURSE GAME / DERIVATIVES Bogota, Colombia

•INTERMEDIATE RISK APPLICATIONS Bogota, Colombia

•CORE RISK Bogota, Colombia

•RISK FOR NON-LENDING OFFICER Quito, Ecuador

•CASH MANAGEMENT FOR OPERATIONS Buenos Aires, Argentina

•UNDERSTANDING TELECOMMUNICATIONS Dallas, Texas – Dr. Jerome Lucas

•NEGOTIATION SEMINAR Quito, Ecuador – Roger Fisher

Contact this candidate