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Candidate's Name , SSBB, PMP, ACPDevon, PAPHONE NUMBER AVAILABLEEMAIL AVAILABLELINKEDIN LINK AVAILABLEBUSINESS PROCESS OPTIMIZATION PROFESSIONALResults driven business transformation and business process improvement leader with strong experience in streamlining and re-engineering business functional and operational processes, and information systems.Leading change, establishing customer centricity, and harmonizing business needs among multidisciplinary teams.Able to balance the needs of customers, stakeholders and employees while fostering a spirit of collaboration, embracing change, and consistently delivering on commitments. Business Process Optimization Customer Experience/Journey Process Design and Improvement Process Modeling(SAP Signavio) Data / Business Analysis Quality Management Qualitative & Quantitative Analysis Data Vendor Management Operations - Service Deliver EDUCATION & PROFESSIONAL CREDENTIALSB.S., Computer Systems Engineering, Institute of Technology of Cd Juarez Six Sigma Master/Black Belt Program Certification by General Electric Lean Methodology by General ElectricDesign Thinking and Creativity for Business by INSEAD Agile Certified Practitioner by Project Management Institute (ACP) Project Management Professional Certification by Project Management Institute (PMP) PROFESSIONAL EXPERIENCEGLOBAL BUSINESS PROCESS OPTIMIZATION MANAGERINTERNATIONAL SOS, Trevose, PA 2017  PresentManaging stakeholders at all levels, detecting the change in people, process and technology, establishing policies and standards to enable an enterprise to move from defined As-Is to an effective To-Be processes and systems. Led and defined global improvement initiatives across multiple business lines and corporate functions. o Delivered substantial savings (~$3 million), by executing working capital optimization projects, rolling out new business operating models, and developing new processes for TRICARE, a Health Plan of Defense Health Agency, America to support millions of beneficiaries worldwide. o Rolled out changes of the current As-Is stage through self-service pilots for the Assistance Center case management service delivery processes. Identified main pain points, non-value-added tasks, and baselined performance. Involved 27 Assistance Centers located across the world. o Conducted a thorough Service Design blueprint exercise, designing future client, subscriber and employee journeys resulting in an extensive RFI process leading to shortlisting 2 key technology vendors. o Mapped and analyzed the Sales and Client Onboarding process and defined the Project Charters for the execution of global optimization initiatives for Membership and Digital Travel Risk Mitigation (DTRM) products.DIRECTOR, DATA GOVERNANCE & QUALITYCOSTAR GROUP, Washington, DC 2015  2016Company quality and data governance leader in charge of a team composed of 17 data and quality analysts. Established program objectives, standards and effectively led priorities for all functions reporting to quality and the analytics advisory/reporting teams dedicated to providing data services for customers. Implemented a quality program that enabled CoStar to audit and measure the data quality level for the US tier 1 markets and set appropriate improvement goals in a Software as a Service (SaaS) environment. o Improved data quality by 10% on average in Chicago, District of Columbia, Northern New Jersey, Dallas and Manhattan markets among other markets in the first 3 months. Created a multi-level dashboard and provided visibility to Chief Execute Officer and senior management of the Customer Experience key indicators performance for the CoStar Suite product data and calls. Candidate's Name , SSBB, PMP, ACPDIRECTOR, DATA MANAGEMENT & OPERATIONSHIBU (FORMERLY YELLOWBOOK), King of Prussia, PA 2009  2015 Focused on delivering innovative and robust business solutions for both internal and external customers using cutting- edge technologies, intelligent deployment of human resources, and efficient process execution. Delivered digital solutions such as the Customer Relationship Management (CRM) tool - Salesforce.com, and the digital marketing and engagement tool - Eloqua. Optimized the aggregation of the information and allowed almost instant delivery of premium leads to 2500+ nationwide sales representatives. Developed and executed a $10 million department budget. It included resources, vendors, outsourced human resources, software and licenses cost, database, system and data costs, travel expenses, etc. o Reduced the department budget by 40% within a period of a year without impacting customer service level agreements (SLAs). Executed process improvement activities and streamlined operational processes, relocated, and automated manual efforts, reduced head count and eliminated non-relevant vendor services. Resulted in an annual cost saving of $4 million. Served as program manager for the creation and execution of a global data services strategy spanning the United States, United Kingdom, Spain, Chile, Argentina, and Peru. SENIOR MANAGER, DATA GOVERNANCE Established data governance, process improvement and quality tools from the ground up and defined key metrics and measurement systems for the data services processes as well as critical to quality (CTQ) metrics for vendor/data suppliers. Analyzed and improved data accuracy (from 80 to 97.2%), completeness (10-fold increase in depth of available business data), and timeliness (every record in the database updated an average of every 90 days) by implementing an intelligent multi-million-dollar database enterprise housing all US based business listings information. Determined business rules, business requirements and worked with IT resources to implement a Market Database system that allowed the reduction of headcount by ~ 100 positions for an annual savings of $5 million per year. The database managed 366,000 daily data transactions automatically. Such a database included business identity data, profile information, firmographic data, and marketing analytics. BUSINESS MANAGERCOASTAL BREW INC. 2006  2009 Optimized profit margins through product and vendor selection. Determined store metrics, performance goals, along with running and organizing overall business activities. SIX SIGMA BLACK BELT & PROJECT/TRANSITION MANAGERGENERAL ELECTRIC (GE), CAPITAL INTERNATIONAL SERVICES 2001  2006 Performed role as a Black Belt and Project Manager to implement a robust Six Sigma quality deployment (voice of the customer, critical to quality (CTQ) metrics, process capability and Six Sigma awareness). Improved the IT customer service process capability yield from 2.3 sigma (78.8%) to 6 sigma (99.9%). Led vendor compliance Black Belt project resulting in a 35% increase for controllership of external software vendor regulations. Saved over $300,000 per year by implementing a revenue saving project for GE Consumer Finance Spanish Collection/Skip Tracing process. Transitioned the GE VeriWise Order Management process from GE Trailer Fleet Services to GE Asset Intelligence businesses, obtaining a strictly process dependent method of work for the customer, and established metrics to support customer business decision-making. Provided Black Belt mentoring and Six Sigma training for 13 Green Belt (GB) projects.