Resume

• 2008

  GECIS Americas/Genpact

  Operations

  - Site leader for Juarez Mexico delivery center with 1200 associates and budgeting responsibility of staff welfare

  corporate social responsibility

  and representing the company in community and corporate events.\n- Leading an operations portfolio of $10M revenue business across 50 clients in Mexico

  USA

  Guatemala and Brazil providing Business Process Outsourcing services in Collections

  Document Management

  Customer Service

  ITMS & High Tech

  OTC and Re-Engineering.\n- Frequent interactions with senior leadership at large global brands with highly complex operations.\n- Driving collaboration of analytics

  automation and operations to enable innovative business-impact solutions

  including productivity tools

  and process automation worth $5M/year.\n- Driving efficiencies in operations and process excellence programs to improve NPS from 40 to 87.\nDelivering consistently on revenue and AOI targets

  including cost out programs of 25%.

  AVP Operations Leader – Site Leader

  Genpact Latin America

• 2006

  Genpact Latin America

  - Managing Project Management group leading NPIs

  Service Enhancements and Re-engineering efforts.\n- Leading country rollouts for the end customer from business requirements analysis to commercialization of product.\n- Responsible for new account transitions in 30 delivery centers

  with 12 solution/transition leads globally. \n- Led Global Solutions across 15 delivery centers. Drove metrics-focused culture across all of operations

  “One Team” philosophy.

  Solution Design Manager – Latin America

  Genpact

• 2005

  - Directed a team that reduced ticket defects at Help Desk by 43%.\n- Streamlined the ticket response time by implementing 2 lean projects to reduce the TAT by 20%.\n- Launched a program that focused on improving the process capability at the Desktop uptime CTQ from 92% to 99.3% Sigma.

  GENPACT

  Associate Director Projects – North America Transitions

  - Program management/implementation for multiple global accounts in various industries such as Health Care

  Technology

  Manufacturing

  Logistics

  Consumer Goods

  Social Media and Insurance.\n- Overseeing operational KPIs

  while in transition phase ensuring that “On-Time” and “On-Budget”

  productivity

  risk and compliance

  client feedback goals are met; in conjunction with collaborating with enabling functions such as HR

  IT

  KM

  QA

  Digital

  Process Excellence. \n- Relationship management; understand supporters

  strength of relationship

  challenges

  delivery issues

  pursuits with the current customer

  customer needs etc. through discussions with delivery team and interactions with the customers.\n- Establish relationship with appropriate peers at customer side; develop a rapport by periodically connecting with the customer stakeholders.\n- Assess risks and drive mitigation steps. Analyze customer satisfaction during signoffs of tollgates to identify issues and corrective action to be taken.

  Cognizant

• 2004

  - Quality/Six Sigma; direct leadership of certification candidates

  driving change in processes across multiple verticals

  like customer service

  transaction processing & enabling functions.\n- Established certification paths for Green Belt and Lean trainees

  evaluation of potential projects

  mentoring

  assessment of risk and return of decisions on re-engineering assignments.\n- Responsible for driving culture of Six Sigma in IT across delivery centers

  with 10 projects at a time.

  GENPACT

• 2002

  Genpact Latin America

  Cognizant

  - Servers applications support for scanning and order entry processes that improve response time to end customers by 18%.\n- Transitioned 16 processes by outsourcing projects in Collections

  Document Management

  and Customer Service.

  GENPACT

• 2000

  Serena Software

  Colorado Springs

  Colorado Area

  - Involved in all phases implementing the automation process of web-based application.\n- Led all phases of quality assurance

  from reviewing requirements

  analysis and design documents to creating test plans and performing testing.\n- System

  regression and stress testing performed in a web-based application with various operating systems.\n- Scripting macros to test object code for implementation of new product.

  Software Test Engineer Project Lead

  Serena Software

• 1998

  MCI WorldCom

  - Performed Integration testing of all MCI’s billing systems for global customers.\n- Reviewed accuracy of product description

  assessments

  analysis and design

  requirements and test plans for all projects.\n- Part of the development team responsible for developing an object-oriented validation tool to automate testing processes.\n- Received 4 Local People Making a Difference Awards – and 1 Director-level All Star Award for Quality Excellence.

  MCI WorldCom

• 1991

  Arturo

  Lechuga

  The University of Texas at El Paso

  Retail Advertising Manager – Student Publications Department

  El Paso

  Texas Area

  The University of Texas at El Paso

• 1990

  English

  Spanish

  Bachelor of Science (BS)

  Computer and Information Sciences

  The University of Texas at El Paso

  Six Sigma Green Belt and Black Belt

  GE

• Responsible for sponsoring all CSR events company wide in Mexico.

  GENPACT

  BPO

  Vendor Management

  Offshoring

  Process Improvement

  Shared Services

  Service Delivery

  Operational Excellence

  Business Process Re-engineering

  Operations Management

  Outsourcing

  Six Sigma

  Call Centers

  Lean Manufacturing

  PMP

  Business Process Improvement

  Transition Management

  Change Management

  Business Transformation

  Call Center

  Program Management

  Lechuga