Accountable for accurate and timely delivery of data products and insights to Digital Transformation and Customer Care (5000 employees, 9 countries) leading a multicultural team (AR, CL, CO, VE).Achievements:– Performance Analytics: Implemented framework for audience of 1100 applying embedded analytics leading to 25% cost reduction.– Automation: Transformed Excel Reporting (500+ reports, 40+ data sources) into fully automated reporting solution using world class tools like SAS, TERADATA, MICROSTRATEGY and TABLEAU.– Digital Transformation: Rolled out reporting and analytics for E-Care (WhatsApp/Watson, WEB, Mobile APP and IVR) contributing to a 25 percentage point increase in automation of customer interactions.– Data Governance / Literacy: Standardized KPIs across countries, implemented processes for data governance, data quality monitoring, training & knowledge to drive self-service for 400+ users.

Responsible for BI platform, report delivery, data governance, data quality, prioritization process and client relationship (General Motors US) leading an intl. team (US, CA, PH, CI, IN, AR).Major Achievement: Automated 150 reports managing and evolving the Oracle Business Intelligence Platform.

Provide B2B services to dealerships on behalf of General Motors (150 headcount organization, on- and offshore based in 3 countries AR, PH, US).Mayor Achievement: Reduced cost by 20% while improving customer satisfaction from 82% to 85%.

Responsibility: Ensure process compliance and lead Six Sigma continuous improvement projects.Mayor Achievement: COPC Certification

Responsibilities:- - Analytical Customer Relationship Management (ACRM): System and Process owner for campaign management (Retention, Cross Selling, Mitigate Decline, Tribal actions, …)- Define and implement ACRM Roadmap (Strategy / CAPEX / OPEX) - Manage external partners and interface with IT.Mayor Achievement: Implemented world class end to end campaign management process and technical infrastructure based on UNICA and predictive modelling in SPSS (1.5M CAPEX)

Mayor Achievement: Back office automation: Headcount reduction from 120 to 18

Mayor Achievement: Digital transformation of Customer Service: WEB, IVR, SMS

Mayor Achievement: Designed and implemented an in-house, best in class CRM system.

Achievements:- Set up a photoluminescence measurement process for testing semiconductor laser-chips.- Creation of a website for „IBM Laser Enterprise“ (sold to JDSU 1997).

Achievements:- Designed and implemented a database (MS Access), to track worldwide market shares of paging service providers.