Adrian Vega Email & Phone Number

Costa Rica

Financial Advisory - capital builder and investment diversification

San Jose, Costa Rica

General Mgmt. and Board Advisor for growth and market development strategy. Consulting and managing end to end transformation over the 4 main areas of the company: Supply Chain, Finance (RTR, C2C & P2P), Sales and Marketing. Driving process improvement, cost reduction, growth strategy and tactics, technology transformation and implementation and improved finance controls.

Costa Rica

Build a world-class T&L Operations organization. Primary responsibilities are to develop and lead both the strategy and delivery of truck and container shipment execution services for T&L Regional. This includes both SAP and legacy enabled activities for routing, planning, tendering and tracking/tracing shipments. In addition, and as needed, this position will have oversight over other T&L operations activities including Freight Management and Freight Audit and Payment. Accountable for ensuring that T&L operations are managed with visibility of total demand and supply across all sub-modes and markets (e.g. refrigerated and dry), Business Units across all platforms, and tools (SAP and legacy). Understanding the needs in a changing organization, building trust with Business Units and balancing service level performance and service cost will be a key accountability, as will ensuring that service levels are maintained while additional volume and transactions are migrated.Strategy and Planning• Deeply understand the Container market as part of the global container market and translate this into longer term impact to container vision, strategy and supply chains in terms of rates, capacity and service. Partner and align with other container regions and modes to identify and pursue new container business opportunities and models for growth. Build and lead the regional Container team and ensure common processes and tools are consistently aligned with regional Container strategy.Sourcing Execution- Manage the regional container related spend and establish bid strategies for the different business groups. - Manage the sourcing events and lead the contract negotiations during the bid process.

Costa Rica

Costa Rica

• Responsible for creating and developing the required knowledge management governance processes and foundational strategy to create global quality standards• Responsible to facilitate tools and orientation for processes definition, analysis and controlled improvement. • Responsible for documentation standards and policies to be used for the Western Union Contact Centers and Back Office Operations to support new product development, knowledge management governance and global regulations support. • Responsible for specific key processes including the managing of different models for continuous process improvements and customer’s satisfaction. Implementation of models such as Pyramid of Excellence (policies, processes and procedures) and Service Focus Model for global support of Customer Care. • Process owner working with global projects to drive consumer acquisition, retention, loyalty and advocacy. • Responsible for development of Knowledge Management Systems focusing on global integration and collaboration and Process Owner for Governance processes managing versioning control, audit trails, change control, work flow, knowledge capture, standardization, transfer and sharing. • Participate and lead various efforts for process improvement across multiple and global functional areas working together with business units such as global IT Systems Development and Project Management, gathering business requirements, functional specifications and developing new tools and processes for Point of Sales, Contact Centers, Training, Quality, Operations, Workforce, Field Operations and many other functional areas. • VOC and VOA improvement initiatives and process improvement projects.

Costa Rica

• Responsible to facilitate tools and orientation for processes definition, analysis and controlled improvement.• Responsible for documentation standards and policies to be used for the Western Union Contact Centers and Back Office Operations to support new product development, knowledge management governance and global regulations support.• Responsible for specific key processes including the managing of different models for continuous process improvements and customer’s satisfaction. Implementation of models such as Pyramid of Excellence (policies, processes and procedures) and Service Focus Model for global support of Customer Care.• Process owner working with global projects to drive consumer acquisition, retention, loyalty and advocacy.• Responsible for development of Knowledge Management Systems focusing on global integration and collaboration and Process Owner for Governance processes managing versioning control, audit trails, change control, work flow, knowledge capture, standardization, transfer and sharing.• Participate and lead various efforts for process improvement across multiple and global functional areas working together with business units such as global IT Systems Development and Project Management, gathering business requirements, functional specifications and developing new tools and processes for Point of Sales, Contact Centers, Training, Quality, Operations, Workforce, Field Operations and many other functional areas.• VOC and VOA improvement initiatives and process improvement projects.

- Leader for the Global Response Management Process overseeing Responses and Standard Operating Procedures followed by Western Union Global Contact Centers. - Responsible for Buisness Pocess R-engineering for this and other projects.- Support as Business Analyst for other projects in the Global Support and Services area.

Project leader for several local, regional and global initiatives for calls and cost reduction, system enhancements and process improvement.

• Project Leader for some of the Global Call Reduction or Systems Enhancement Projects.• Lead for Global Operation Procedures Standardization and responsible for process improvements.• International Agent Scorecard and WU Contact Centers Key Performance Indicators Development.• Team Leader of the Direct to Bank Contact Support Department in Costa Rica in charge of 16 FTE’s.• Stakeholder of the Direct to Bank Global Standard Operating Procedures.• Develop product manuals and improvements for the products of Direct-to-Bank Service in US, Mexico, Brazil, Philippines and China.• Create training support materials for different contact centers in Australia, Argentina and recently Manila, Philippines and Shangai, China.• Help with the construction of the Direct to Bank Information Wikisite for the Global Product Delivery Department.