Business Process & Operational Excellence Manager

Strengthened management of a US$4M sales pipeline by implementing KPI frameworks, CRM governance, and structured performance-monitoring models. Improved performance visibility, sales discipline, and data-driven decision-making.

Led customer-retention and churn-risk initiatives that contributed to an 81% reduction in churn. Reduced the commission-processing cycle by 80%, from five days to one day, through process automation.

Reviewed 128 processes across 15 functional areas, integrating BPMN, SIPOC, RACI, KPIs, risks, and controls under ISO 9001 and ISO 27001 frameworks. Produced actionable revenue, segmentation, performance, and churn-risk insights across five business verticals.

Transformed the Channel Management operating model across Central America by implementing a new commercial policy and process automation.

Reduced operating costs by more than 20% while improving operational efficiency and control. Standardized regional processes, KPIs, and dashboards to strengthen commercial governance and operational consistency.

Led a regional supply chain transformation across six countries, improving operational efficiency, standardizing service practices, and strengthening customer experience through Lean Management.

Delivered operating-cost efficiencies exceeding 30% by redesigning critical processes, eliminating waste, and establishing KPI-driven continuous-improvement models. Increased customer response levels to 85% through NPS analysis, root cause identification, and structured improvement initiatives.

Implemented compliance frameworks, performance-management practices, and digitalized complaint traceability, handling, and response processes to improve operational control and reliability.

Built and strengthened a culture of Operational Excellence by leading quality and continuous-improvement initiatives. Integrated KPIs, process standardization, and improvement methodologies to improve operational control, consistency, and efficiency.

Increased on-time delivery performance to more than 90% using root cause analysis, Kaizen, Lean Six Sigma, and structured KPI management. Supported business growth from EUR 60M to EUR 84M through process optimization and execution discipline.

Increased VIP customer retention to 94% through the design and implementation of loyalty programs, strengthening customer experience and strategic customer relationships.