Gabriel E. Gonzales

Specialist Master

adzlqy@r.postjobfree.com • 210-***-****

LinkedIn Profile • San Antonio, TX

Military Veteran that is a technical-minded, award-winning leader with extensive experience in directing complex projects, designing robust strategies, and establishing/ensuring customer care environment.

Areas of Expertise

Business process architecture principles for cloud-based platforms

Process Automation & Optimization

Facilitation, coaching and mentoring individuals and teams

Strategic Planning & Analysis

Simplify complex situations

Rapport building with all levels of management

Performance Improvement

Stakeholder Engagement

Regulatory Compliance

Complex Issues Resolution

Risk mitigation

Certifications

Certificate in Lean Six Sigma, Master Black Belt (LSSMBB)

Villanova University, 2020

Certificate in Lean Six Sigma Black Belt (LSSBB)

Villanova University, 2014

Summary and Accomplishments

Lean Six Sigma Master Black Belt with a diverse professional background spanning 18 years. Throughout my career, I have immersed myself in process engineering, re-engineering, and continuous improvement methodologies, consistently driving impactful transformations for organizations. Additionally, I possess a strong foundation in technology, complemented by expertise in utilizing Robotics Process Automation (RPA) tools such as BluePrism.

In addition to my technical proficiency, I have honed my skills with various CRM platforms, particularly Salesforce, enabling me to optimize customer relationship management processes. Moreover, my proficiency extends to cloud-based technologies, including Seismic and Adobe, which have played pivotal roles in streamlining operations and enhancing business efficiencies.

Throughout my journey, I have built enduring relationships with valuable business partners, fostering collaboration, and delivering exceptional results. By leveraging my expertise in Lean Six Sigma principles and my wide-ranging background, I aim to empower organizations in their pursuit of operational excellence and sustainable growth.

Saved company’s $500K over life of modification by leading all activities of employee involvement team.

Reduced response time to RFP by 50%, enabling organizational staff to track last-minute bugs before deployment.

Spearheaded and succeeded completion of multiple improvement projects by hiring and leading team of LSSGB (Lean Six Sigma Green Belts) and LSSBB (Lean Six Sigma Black Belts) with a focus on meeting organizational objectives.

Identified process enhancement initiatives through strategic partnership with senior executives across enterprise.

Developed and executed robust strategies to leverage existing sales tools and best practices across enterprise, resulting optimum business development.

Directed overall large-scale reduction in outstanding participant inquiries with impact on performance standards.

Career Experience

Deloitte, San Antonio, TX 2021 to Present

Manager, Continual Improvement

Analyze, enhance, and maintain organizational performance, whilst executing process improvement strategies for business development. Demonstrate proven expertise to establish and lead cross-functional project deliverables in compliance with set strategies. Identify new business opportunities through development of new cloud-based capabilities. Formulate and implement effective communication plan to accomplish business goals and sustain consistent partnership in governance and implementation across multiple workstreams. Collaborate with key stakeholders to boost productivity and staff satisfaction. Conduct follow-ups with developments in management and process optimization.

Participated in Deloitte led, Wounded Warrior Project, and Hiring Our Hero's Employment Boot Camp to enhance skillsets on resume critique and mock interviews conducting procedures for transitioning military personnel and families.

Support PMs by assisting in the planning and management of implementation projects

iHeartMedia, San Antonio, TX 2019 to 2021

Process Engineer

Devised and implemented standardized sales tools across Sales Enablement teams. Supported the senior leadership meetings to discuss major CRM implementation for improvement. Collaborated with cross-functional team of 17 consultants for cross-country market discovery work for company’s first-ever COE (Center of Excellence). Ensured seamless transitional workflow from SalesForce training to NetSuite billing.

Defined and managed KPIs to COE as well as oversaw findings and introduced areas of process improvements to leadership.

Collaborate with Technical Architects to develop the overall project implementation plan

Led cross-functional team, including EVP and third-party vendor; Slashed sales team computer interactions up to 26% by steering a six-month vendor implementation.

Facilitate sessions on requirements definition, product architecture and workflow, develop mapping between current modes of operations and future modes of operation

Wells Fargo – San Antonio, TX 2016 to 2019

RPA Process Design Lead

Oversaw and analyzed service delivery performance, customer metrics, and LOB metrics by creating and developing comprehensive metrics tracking system, whilst presenting senior management with strategic reporting. Provided exceptional support to high-performing team of process designers with best practices, key metrics, and timelines for RPA deliveries. Utilized existing contacts to develop potential RPA projects in compliance with defined requirements. Organized current documentation, including OAS, BRD, and PDD as well as devised standard operating procedures for future projects through leadership of process design team. Developed and enhanced concurrent processes to optimize using of Blue Prism.

Support PMs by assisting in the planning and management of implementation projects

Trained senior leaders with utilization of RPA methods to streamline enterprise operations and reduce costs.

Fostered and maintained strong relationships with diverse teams, key stakeholders, and senior leadership.

Additional Experience

Flightline Manager, U.S. Air Force, Elmendorf AFB, AK

Process Engineer, Muktesh Om Corporation (Contracted by USAA), San Antonio, TX

Process Improvement Analyst, The Boeing Company – San Antonio, TX

Education

Bachelor of Arts in Organizational Development

University of the Incarnate Word, San Antonio, TX

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