Alberto Mercado Email & Phone Number

Granger, In, Us

Los Altos, Us

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Elkhart, In, Us

• Transformed the company’s digital payments landscape by deploying Azure Cloud Computing, increasing digital engagement by 200% in six months, supporting 2,750+ agencies and 45 stores.• Modernized BSS/OSS platforms, enhancing customer experience and operational efficiency (POS, Money Transfer, KYC, FCC, etc).• Improved cross-border operations by implementing Salesforce, MS Fabric, Conga, Concur, Dynatrace, and Firebase, streamlining processes and boosting performance.• Managed data integration between Salesforce and the core Transactional System using APIs, achieving real-time synchronization and accuracy.• Accelerated financial close by 30% through automation, reducing cycle time and enhancing financial reporting.• Increased cross-border payment transactions by 200% through a mobile remittance app, growing annual transactions from 12K to 35K.• Partnered with the CCO to ensure compliance with AML, BSA, Privacy, and Dodd-Frank regulations, reducing risk and maintaining regulatory standards.• Enhanced lead conversion and sales efficiency with a rapid Salesforce and Conga implementation.• Accelerated go-to-market by 20% through a Product Management approach, driving revenue and customer experience improvements.• Reduced cancellations and claims by 80%, while increasing customer satisfaction by 50%, by automating key processes with Fraud Prevention and Compliance teams.• Integrated Socure Identity Verification, reducing validation time from 30 minutes to under 3 minutes, enhancing the customer experience.• Achieved cost savings by negotiating a 15% reduction in processing fees, 40% savings on KYC/Risk vendor contracts, and a 60% cut in software development expenses.

Monterrey, Nuevo Leon, Mx

● Drove substantial growth and operational success for top global clients (GE Capital, GE Global Functions, GE Finance, PNC Transfer Services, FourQ Systems, etc.) by leading cross-functional teams in the successful execution of complex IT projects, consistently aligning with client objectives and budgetary constraints.● Delivered key projects on time and within budget by employing Agile methodologies to manage the phased implementation of Oracle EPM, Concur, Workday, Dynatrace, and ServiceNow, enhancing efficiency and meeting client expectations.● Led the implementation of multiple RPA projects utilizing tools such as UIPath and Automation Anywhere, driving process automation and operational efficiency● Mitigated project risks and ensured smooth integration by conducting comprehensive pre-implementation assessments and ongoing system monitoring, leading to successful project outcomes and minimized disruptions.● Optimized pre-sales processes by coordinating responses to RFIs and RFPs from new and existing clients, providing expert guidance to technical teams to ensure proposed solutions met requirements and maximized business value.● Enhanced strategic client relationships by proactively identifying and seizing IT and digital project opportunities, resulting in optimized operational efficiency and consistently exceeding client expectations.● Streamlined product lifecycle management by directing clients' processes from planning through execution, ensuring seamless collaboration with technical teams and alignment with strategic business goals.● Significantly improved project outcomes by leveraging methodologies such as Revenue Storm and established frameworks, enhancing client relationships and project success rates.● Ensured alignment of contractual agreements with business objectives and regulatory requirements by defining, reviewing, and managing critical documents (NDA/MSA/SOW/PCRs), and maintaining relationships with VMO and Sourcing teams.

London, Gb

● Led strategic IT Risk & Compliance Portfolio of 8 global programs and ~90 cross-functional projects, managing a ~$100 million USD annual budget and 180 resources.● Ensured successful implementation of critical global initiatives across the LAM region, enhancing finance, risk, and compliance functions.● Founded and chaired the Risk Transformation Forum (RTF), aligning Risk & Compliance functions with global standards, which resulted in a 40% reduction in planning time and improved operational efficiency.● Implemented the Business Transformation Framework, establishing robust governance structures and ensuring alignment with organizational objectives, driving significant improvements in project execution and change management.● Enhanced project delivery and adaptability by applying Agile practices to diverse SDLC projects, leading to improved responsiveness to changing requirements and more efficient project outcomes.● Awarded Business Transformation Champion for exceptional leadership and impactful contributions to driving organizational change and improving business processes.● Certified as Management of Portfolios Practitioner and Managing Successful Programs Practitioner by Axelos.

Ciudad De México, Mx

Managed the integration of functional and CX requirements to the new multivendor platform (NICE), including Fujitsu, Diebold, and NCR devices. Drove the deployment roadmap (over 6,500 devices: ATMs, Kiosks, Cash Receivers, etc), working closely to the different banking business and functional areas. Accountable to provide project status to the PMO and stakeholders. Responsible for the management of portfolio projects with the business lines. Responsible for the analysis of industry trends and new service proposals.

México, D.F., Mx

Led the IT workstreams to migrate the core systems to the new Amadeus Platform (Reservations, Inventory, Customer Management and Flight Management), aligned to the master plan and using PMI principles; reporting to the PMO in Mexico and France. Coordinate the implementation of all the support applications and interfaces, like Order to Cash (O2C) and ACARS. Led the implementation of the new Payment Service Provider (PSP) for credit card payment processing.Promoted digital transformation using new technologies and applying them to the business strategy, as Mobile Boarding Pass, SMS Notifications, virtualization, and ancillary services. Led the development of new products and services based on recent technologies and innovative industry trends.

Managed the successful delivery of the services agreed with the corporate customers, including L1&L2 support, ITSM model-based; monitors progress against expected delivery vs KPIs and develops dashboards to communicate project health. Responsible for consultancy and implementation of new process/technologies; ERP implementation for small to medium-sized companies. Support the operation of mobile platforms in the distributed channels and HQ for Telcel

Ciudad De México, Mx

Accountable for the delivery of new and updated IT solutions for the bank, including testing, implementing and supporting the IT infrastructure at Branches, Customs Offices, and Clients (nationwide). responsible for the help desk (L1); technical assistance (L2&L3); systems implementation, QA&Testing, and access management. Managed the Electronic Banking IT Channel. Responsible to define, implement and measure SLAs with service providers (internal/external) enhancing service quality and effectively measuring, monitoring and reporting the incidents to the different IT areas given thus a better system lifecycle. Implementation of first ITIL operative model for IT services

Bachelor'S Degree, Informatica

Diplomaed, Relational Database Design