JORGE VALDEZ LEBRETON

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

EXPERT CLIENT SUCCESS / PRODUCT & PROJECT MANAGER

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 sustainable solutions. Superb project 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.

CORE COMPETENCIES

Teamwork + Bilingual + Root Cause Analysis + Data Driven + work under pressure + Client Education + Problem solving + Risk Analysis/Control + Project Management + Technological Tools + Customer Experience + Root Cause analysis + Service Delivery + Presentation Skills + Strategic Planning + Vendor Management + Sales Plan Management + Budget Administration + JIRA & AGILE methodology.

WORK EXPERIENCE

JP MORGAN CHASE Sep 2022 to Present

Senior Product Manager – International Expansion

Tampa, FL / Sept 2022

vLead the activities related to the expansion of modernized Payments into International Markets in alignment with the global strategy to guarantee 100% compliance with the strategies.

vMaintain the strategic vision of milestones and their execution time progress with the Technology teams using JIRA to ensure compliance with established deliverables.

vCoordinate and manage all regional capabilities in either the Latin America Region, as well as alignment with the global modernization strategy and roadmap to guarantee the success of the solution implemented with the local clients in the countries obtaining 100% in customer experience.

vBring together stakeholders to ensure a complete and strategic alignment, transparency and governance for scope and funding decision for the Region. Presenting on monthly basics in the SteerCo meetings at senior management level the progress of the business initiatives in the Region.

vOversight on sales team and regional leaders to understand market needs and early adopters. With product and Operation teams to understand capabilities and delivery timelines and with pilot readiness and client engagement teams to assess model fit for client and pilot needs.

CITIBANK Dec. 1999 to SEPT. 2021

Digital Product Manager & Service Transformation Head

Tampa, FL / Feb 2015 - Sept 2021

vIntroduced digital adoption of corporate clients using the Self-Service capabilities provided by the Electronic Banking Platform, obtaining a significant reduction of 15% of inquiries volume and increase the adoption by 25% of our Self-Service capabilities.

vDesigned the Project Management Implementation of NLP (Natural Language Processing) as part of a machine learning technology, obtaining a reduction of 50% of current SLA and increased the productivity where the functionality absorbed 10% of the current volume received by the Service Units.

vIncreased the adoption of Payments and Receivables solutions from top clients based on strategies with regional Product, Channel, and Sales teams, as well as new functionalities based on client’s needs.

vLead the Customer Experience Program with the Regional Service Manager team to establish improvement opportunities within the Client Journey and thus achieve a 95% in total satisfaction.

vStructured and manage different workstreams and Project Management at the regional and global level for the new strategies of client’s interaction with Citi, anticipating and providing solutions to their needs.

vInnovated with the new Follow the Sun Model (24x7) for clients with host-to-host connectivity.

Latin-American Client Experience & Quality Head

Bogota, Colombia / Sept 2007 – Jan 2015

vLead the Centralization and Regionalization of Customer Service function generating cost efficiency and scalability trough the new Service Model, with focus on Payment’s solution and Commercial Cards.

vEnsured 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 model across the regions.

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

vDesigned and implemented a new dashboard to obtain real time KPI’s transactional and service indicators,

vImplemented the Client Experience action plan in coordination with Sales, Relationship Managers, Implementation and Operation to increase the Client Experience in to 95% of Very Satisfaction level.

Sales Head of Global Transaction Services

Quito, Ecuador / Dec 1999 – Aug 2007

vManaged 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.

vDirected 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.

vLead 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

vEnsured 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.

vImplemented 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. Opening a segment of business line with international transaction trough ATM functionality.

EDUCATION

vMBA - Master Business Administration with Mayor in Strategic Planning - Monterrey Institute of Technology and Higher Education, 2004

vExecutive Diploma - INCAE – 1997

vBachelor of Business Administration – Vicente Rocafuerte University Business School 1990

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