01 — Overview

Summary

Adaptable Digital Transformation Leader with extensive experience providing first-class results. Meets job demands and deadlines through diligent work-ethic and dedication to quality.
02 — Competencies

Skills

Resourcefulness Analytical & Critical Thinking Team Leadership & Motivation Leadership Problem-Solving
03 — Credentials

Certifications

Certified
Black Belt in Lean Six Sigma
Certified
Lean Six Sigma Trainer
Certified
Lean Six Sigma
04 — Career

Work Experience

Feb 2025 — Present Current
Global Process Improvement and Transformation Leader
Blue Yonder
  • Develop and drive a global strategy for process improvement that aligns with the company's overall business objectives.
  • Identify and prioritize opportunities for process improvement across departments. Operationalize an AI-powered Process Improvement Framework using lean and agile methodologies to enhance efficiency and reduce costs.
  • Work closely with leaders from Product, Operations, Sales, Finance, and IT to ensure smooth adoption of new processes and tools that support scalability and growth.
  • Lead change management initiatives to facilitate successful process adoption. Train and guide teams to minimize disruptions and ensure sustainable improvements.
  • Establish KPIs and metrics to assess the success of process improvements. Regularly report on project performance, ROI, and define outcomes that contribute to value realization.
  • Collaborate with IT to deploy digital tools, automation, and data analytics solutions that improve operational efficiency.
  • Promote a work environment that values innovation and accountability. Mentor team members and drive educational programs to embed a continuous improvement mindset throughout the organization.
Jan 2020 — Feb 2025
Global Quality Leader – America's Lean Digital Transformation Leader
Genpact, Guatemala
  • Managed a global team of 100 people across 17 locations in the Americas, serving over 100 clients.
  • Steered the transformation agenda through Lean Six Sigma, Design Thinking, Digital, and Data Analysis methodologies.
  • Identified projects and initiatives within the transformation framework to deliver the company's results and priorities.
  • Oversaw execution of transformation frameworks in conjunction with the Operations team.
  • Led Continuous Improvement programs on existing processes and new opportunities to ensure timely delivery of results.
  • Managed the change in strategy and continuous improvement culture at an organizational level.
  • Aligned priorities with internal and external clients.
Jan 2017 — Dec 2019
Global Quality Leader – Lean Digital Transformation Leader, Americas and Europe
Genpact, Guatemala
  • Managed a global team of 40 people across 10 countries in the Americas, Europe, and South Africa, serving over 70 clients.
  • Steered the transformation agenda through Lean Six Sigma, Design Thinking, Digital, and Data Analysis methodologies.
  • Oversaw the execution of transformation frameworks in conjunction with the Operations team.
  • Led Continuous Improvement programs and managed change in strategy and culture at an organizational level.
  • Aligned priorities with internal and external clients.
Jun 2015 — Dec 2016
Regional Quality Leader Latin America and Europe – Master Black Belt
Genpact, Guatemala
  • Managed a global team of 10 people in Latin America, Europe, and South Africa serving 25 clients in pharmaceutical and CPG industries.
  • Worked with Consulting, Solutions, Transition, Training, and Operations to deliver contractual commitments and client priorities.
  • Designed, planned, and managed transformation frameworks that generated value for clients.
  • Collaborated with Operations and Functional Teams to identify process opportunities, conduct Root Cause Analysis, and implement improvements.
Jan 2014 — May 2015
Quality Leader for Latin America – Master Black Belt
Genpact, Guatemala
  • Managed a team of 3 in Latin America serving 12 clients in pharmaceutical and CPG industries.
  • Designed, planned, and managed transformation frameworks generating value for clients.
  • Collaborated with Operational and Functional Teams to identify process opportunities and implement improvements.
Aug 2011 — Dec 2013
Quality Leader – Black Belt
Genpact, Guatemala
  • Developed improvement processes in the operations of various accounts.
  • Advised team members in the execution of Lean, Six Sigma, and other projects.
  • Monitored quality control in the various services offered to clients.
  • Led all quality control processes within finance and accounting operations (4 accounts in the pharmaceutical industry).
Mar 2010 — Jul 2011
Administrative and Financial Manager
Desarrollo Industrial Tecnológico
  • Prepared annual budgets and ensured compliance.
  • Controlled and optimized collections and payments; led accounting processes.
  • Developed, communicated, and implemented company policies.
  • Made investment decisions jointly with the General Manager and directed marketing strategies.
May 2007 — Feb 2010
Customer Service Assurance Manager – Central America & Dominican Republic
Shell Caribbean and Central America / Shell Guatemala
  • Ensured service quality across 7 countries in all customer service processes from order taking to payment application.
  • Worked alongside business units in the "order to cash" process to drive continuous improvement.
  • Implemented global customer service processes and managed satisfaction surveys.
  • Acted as the "Voice of the Customer" within the company globally.
  • Led process improvement projects and oversaw the claims management area.
Dec 2004 — Apr 2007
NLA CSC – Operations Manager
Shell Shared Service Center
  • Directed the Customer Service Center for 8 countries (Central America, Puerto Rico, and the Dominican Republic).
  • Led 7 direct subordinates with a total team of 40.
  • Managed the budget, implemented cost-saving initiatives, and monitored SLAs against customer commitments.
  • Ensured periodic compliance with quality standards and safety regulations.
Mar 2003 — Dec 2004
NLA CSC IT Focal Point Coordinator
Shell Shared Service Center
  • Configured IT equipment, trained staff on the technological platform, and resolved technical issues.
  • Coordinated all projects involving modifications to the technological platform.
  • Ensured compliance with group IT policies and participated in Customer Service and IT audits.
Jan 2000 — Feb 2003
Services Engineer and Pre-Sales Support
ECSSA
  • Installation, programming, and supervision of telephone exchanges (PBX) and videoconferencing systems.
  • Provided client training and after-sales service; trained and supported the sales team.
  • Advised clients on their networks and telecommunications infrastructure.
05 — Learning

Training & Development

Design Thinking Practitioner2016
Global Operations Leaders Development (Gold) Graduate2015
Black Belt Lean Six Sigma Certified2014
Lean, Green Belt, Black Belt Trained and Tested2012
Process Excellence Training: Lean, Six Sigma & BPMS2012
Leadership Technologies Inc.: Effective Problem Solution — Franklin Covey2008
Liderar en Shell: Programa para Líderes de Primera Línea2008
HR Essentials I & II: Front Line Leaders Programme2008
Franklin Covey: 7 Habits of Highly Effective People2007
Diplomado "Pasión Por La Excelencia En El Servicio"2005
Principios Básicos Achieve Global, Guatemala2004
06 — Academic

Education

2001
Bachelor's Degree, Electronics, Computer Science & Computing
Universidad Francisco Marroquín
1995
High School Diploma, Science and Letters
Colegio Interamericano
07 — References

References

Ing. Cristian Pacheco Lizama
Dintec, S.A.
General Manager
Ing. Jacobo Velásquez
Puma Energy Bahamas
Guatemala Aviation Operation
Alessandra Moreira Ramos
Eletrobras
Executive Manager, Center of Excellence
Marcelo Reis
Shell Brazil
Ing. Mario Rivera
Uno Petrol

Contact information available upon request.