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BS in Industrial Engineering from Universidad Iberoamericana,MBA from University of Melbourne. CRM Business Analyst/Product Manager at City of Westminster (2007-2009), CRM Business Analyst at London Borough of Hackney since Mar-2009.
Headline:
Entrepreneur
Skills:
Business, Engineering, English, French, HTML / CSS, Italian, Languages, Software Engineering, Spanish, SQL, Web Development
Interested in:
Brainstorming, Finding business partners, Finding cofounders, Finding team mates, Meeting new people, Professional opportunities, Promoting my startups, Recruiting for my startup
Schools:
Universidad Iberoamericana Ciudad de México, University of California System - Los Angeles, University of Melbourne
WORK EXPERIENCE
Employer:
London Borough of Hackney
Position:
CRM Business Analyst
Time period:
March 2009 - Present
Description:
Analysed and redesigned customer facing activities to improve efficiencies and operational processes. The new service design will be available over mediated and self service channels – including smartphones.Documented as-is and to-be processes, business requirements and design specifications. Managed the development of online processes for e-payments and order fulfilment. Emphasising on the user experience at every stage: from service design and prototyping to quality assurance and user testing.
Employer:
City of Westminster
Position:
‘MyWestminster’ Portal Product Manager
Time period:
October 2007 - March 2009
Description:
Conducted usability tests and focus groups improve the site and customer experience.
Liaised with senior stakeholder to elaborate the product road map prioritising features such as: online payments, order tracking, incoming and outgoing e-communications, and online consultation.Conceived and managed a customised bimonthly e-newsletter to over 30k customers.Produced reports and on usage, trends and customer insight by combining the portal’s usage statistic (Google Analytics) with the data from CRM and Experian’s Mosaic profiles. Co-developed a marketing campaign promoting the portal amongst residents.
Employer:
City of Westminster
Position:
CRM Business Analyst
Time period:
September 2006 - October 2007
Description:
Delivered the project’s multiple phases on time and within budget while managing a complex set of (internal and external) stakeholders.Managed the technical design, development, testing and implementation of a personalised transactional portal based on the Council’s Oracle CRM platform. Improved the customers’ experience by enabling the self-service channel. Showing a constant month-month increase in terms of channel shift towards the online channel.Created efficiencies by sharing information and enabling workflows across the front and back offices to fulfil and inform customer’s orders.
Documented the functional and business (including Data Protection and Equalities Act) requirements.Analysed and redesigned processes internally and for the council’s external partners. Cleansed and assured the quality of the data in CRM after merging four customer databases.Coordinated a team of Oracle and ColdFusion developers and customer contact staff.
Employer:
GeoSource Ltd.
Position:
Business Consultant
Time period:
September 2004 - July 2006
Description:
Performed a comprehensive market assessment and feasibility study to secure the project’s funding.Co-developed the business case, sales forecast and financial models.
Reduced transport costs by analysing logistics and international tariff/import regulations.
Employer:
Agilistics
Position:
Intern
Time period:
January 2004 - May 2004
Description:
Created a bold marketing strategy - aligning Agilistics product and commercial proposition to their core capabilities and long term strategic direction to increase revenue by 50% within a year.Researched diverse industry needs and segmented potential customers where Agilistics may up-sell their services to increase their revenue base.
Employer:
Grupo Elektra
Position:
Business Analyst - Asset Management
Time period:
April 2002 - December 2002
Description:
Successfully launched a web-based balanced scorecard and internal payments system along the retail and banking businesses in four countries.Created financial models (Excel, Access, and SQL) to forecast the cost of capital of: fixed assets, inventory, cash, credit portfolio, and other investments.Effectively worked on three simultaneous projects. Coordinating the SAP-ABAP, JDA, AS/400, and in-house teams; process mapping; policies and procedures; and the implementation strategy.Liaised with senior management regarding our strategy and implementation progress. The system was launched on time in 4 countries.Negotiated with the internal suppliers, explaining them the strategic importance of the change programme. Gained their commitment to the project and met our deadlines.Optimised the system’s information and data flow, reducing data transmissions and cycle time; conforming to the satellite-based network requirements.Led the development of the users’ manual. Trained two technical support representatives; created a knowledgebase reducing service-response time.
Employer:
A.B.C. Consulting
Position:
Project Manager
Time period:
November 1997 - October 2001
Description:
Improved productivity and customer satisfaction by implementing of an ISO-9000 Quality Assurance Model.Increased our customers’ operational efficiency and profitability by solving complex operational issues, reengineering processes, and fostering change.
Effectively managed and implemented projects such as: automated billing procedures, CRM systems, and radio frequency (RF) based warehouse management systems.Recruited, trained, and managed a large team of IT professionals.
EDUCATION
University:
University of Melbourne
Time period:
2003 - 2004
Degree:
MBA
University:
University of California System - Los Angeles
Time period:
2003 - 2003
Degree:
International Business Exchange Program, MBA
University:
Universidad Iberoamericana Ciudad de México
Time period:
1996 - 2000
Degree:
Industrial Engineering, BSc
INFORMATION
Sports:
Competitive swimming (UCLA) and water polo. Mountain biking, SCUBA diving and skiing.
Hobbies:
Entrepreneurship, travelling, design, automobiles and epicurean activities.
Web 2.0, Mobile technology and Short Range Wireless technologies.
BEng Industrial Engineering from Universidad Iberoamericana, MBA from University of Edinburgh. Worked as a Commercial Operations Manager at Televisa for 4 years, pursued Internship at Artemis Intelligent Power, Ltd.
