Alejandro Meneses Email & Phone Number

Hamilton, ON, CA

Toronto, Ontario, Canada

* Provided assistance to the Service Quality department with regards process management, continuous improvement and championing the participant experience.* Conferred with inner clients to identify and document system requirements for the IT department.* Developed and maintained strong relationships with project teams, acting as the business advocate in.

Cochabamba

• Planned and monitored the day-to-day operations of the main office and five branches, built and controlled budgets, administered company insurance policies, evaluated profitability of the institution for the.
• Created a financial dashboard that helped measure the performance of the company and establish proper actions to reduce by 10% the upward trend in spending in one year.
• Increased the liquidity of the company by $us 150K in a six-month period, establishing customer acquisition strategies, optimizing financial resources, and managing staff.
• Structured the Organization and Methods area and built the process inventory, mapped 50+ procedures and processes flow on Visio that contributed to standardize the services given and increased the customer satisfaction.

La Paz, Bolivia

• Ensured and improved the quality of the services provided by the back-office by establishing a quality model, evaluating the compliance of KPI's and SLA's, preparing statistics reports on Power BI / Excel platform.
• Created the back-office processes KPI’s and the dashboard to control the execution of at least 40 processes, providing the tools to identify and make continuous improvements over the years.
• Collaborated with IT and development teams to design and implement new features in OnBase platform, coordinating UAT sessions with end-users to ensure that the solutions meet business requirement.
• Executed and guided all the quality improvement projects of Central Operations area; coordinating with cross-functional teams, such as PMP and IT members.
• Headed the operational implementation of the COPC quality system model in the back office providing advise to the executive staff, training operational staff and making on-the-go adjustments.
• Performed several improvements that had a direct impact in the customer experience, helping increase the customer global satisfaction to 96% by the end of 2018.

La Paz, Bolivia

• Supported the Assistant Manager of Services and the Operations Manager in the continuous improvement management in the bank by providing statistics reports, enhancing processes, coordinating with other departments, and.
• Did the measurement and analysis of all the KPI established for the back-office processes, helping identify the flaws, deviations and organizing all the adjustments.
• Designed, mapped and maintained all the workflows of Central Operations area in Aris Architecture software, then published them in the Sharepoint of Central Operations in order to build a library of documents and.
• Collaborated in the reduction of processing errors by developing material and training the employees involved in the affected processes.
• Executed process improvements that helped increase the operational efficiency.

La Paz

• Controlled the use of the financial resources and assets of the institution in all the offices.
• Established the process to control the stock of ticket's toll in the warehouse, but also the acquisition and distribution of them to the offices.
• Developed administrative guidelines in accordance with the government regulations.
• Supervised the execution of the daily operations of the human resources area, warehouse area and acquisition area under my dependency.
• Acquired the goods and services for the institution, controlling the quantity needed, defining the specifications, and coordinating with the suppliers.

La Paz

• Administrated the resources of the "Presidential Representatives Program" in the 9 offices.
• Acquired all the goods and services needed in compliance of internal and external laws.
• Administrated the 40+ program´s employees personal files.
• Kept an inventory of every active in the offices and controlled their use and assignation.
• Conducted all the personal hiring process for the 9 offices.
• Supported the Administrative and Financial Director.

Bachelor'S Degree, Commercial Engineering

Diplomatura, Human Resources Management/Personnel Administration, General