Bruno Munoz Email & Phone Number

Florida, United States

Fort Lauderdale, Florida, Us

Fort Lauderdale, Florida, Us

Drive the administrative teams of the company to ensure that all critical business areas, (Sales, Marketing, Finance, Technology and HR), have proper connections and linkage into the overall business process operations of the firm; Create optimal processes from the firm’s perspective, develop metrics and reporting to support these processes and continually be looking into improvement options to better the performance and service delivery of the firm’s legal businesses.Description:1. Optimize resources, proactively mine, analyze, and report on data related to legal operations and metrics to drive greater productivity and efficiency while ensuring alignment with the firm’s objectives.Collaborating with cross-functional teams/units to ensure their key elements of the business processes are supported in the operational workflow.2. Create and maintain reporting for detailed performance levels and other key metrics required to run the Legal Business Operations while holding employees accountable for their work.3. Develop and maintain effective organization and leadership responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibility levels, and supervision.4. Identify opportunities to rationalize workload and implement/enhance processes to drive efficiency, and establish standard operating procedures5. With the support of the appropriate Executive Leader, drive processes, systems, technology, and projects to identify, manage, and continuously improve information/knowledge management processes, tools, and technology in the Legal Business Operations.6. Drive Project Management from project selection to ROI measurement, including Value Stream Mapping and other Six Sigma tools, Requirements gathering, Stakeholder Analysis, RACI Charts, User Stories, Internal Testing, User Acceptance Testing and Standard Operating Procedures design

Fort Lauderdale, Fl, Us

Ensure HR and Finance Project requests are formulated by the business according to protocols1. Ensure HR and Finance Project meet security and privacy requirements such as FERPA, HIPAA, PCI Compliance and overall security standards2. Lead team to ensure projects meet deadlines, removing impediments3. Support team in providing uptraining both technically and on soft skills4. Constant focus on operational process improvement5. Lead various process improvement projects within the organization

Miramar, Florida, Us

Documented key processes within the department and downstream department and process mapping (VSM); Manage department to ensure smooth process flow; Analyze process slowers (defects) and provide process/technical solutions to reduce defect costs (DMAIC); Acting as a change agent as automation is being rolled out; Manage and train onsite/remote teams within department. Manage high-stakes revenue-generating programs and monitor savingsSome of the high impact customer satisfaction initiatives include:o Launched an automated-scoring voice assessment to streamline the contractor selection,o Set up a central reference point listing SOPs and How To’s for employees’ useo Designed comprehensive performance reports to measure department efficiencyo Took center role in design, roll out and post rollout of a new contractor portal interface,o Launched a scalable chat platform and an email tool to replace Outlook to measure volume,trend asked questions and update FAQs based on voice of the customero Contributed to launch of an integration between the chat tool and an avatar to reduce chat volume and provide a better customer experience

Miramar, Florida, Us

Provide process and technical solutions to improve the customer experience, effectively: 1. Reducing defect costs 2. Increasing contractor throughput 3. Reducing attrition costs 4. Reduce Operating costsSome of the high impact initiatives include:• Currently participating in the launch of an intelligent avatar programmed to answer contractor questions • Successfully launched an automated-scoring voice assessment to streamline the contractor selection and to reduce operating costs. • Currently managing a team of on-site and remote employees to provide day-to-day customer service and basic technical support through a variety of medium. Analyze team performance and level of efficiency to provide adequate service levels• Participated in a new client portal interface and a new database; Currently at post-launch stabilization period. • Launched a new chat platform to better manage service levels and for better reporting/forecasting• Currently launching a web email tool to replace current tool, with the goal of managing analytics (performance, aging and VOC)• Set up contractor course completion automation to streamline process, reduce operating costs and reallocate resources to other tasks.• Set up Quality Assurance for Chat and Phone interactions and attached to performance expectations

Miramar, Florida, Us

With cost-savings in mind, identified areas of improvements in existing programs. Researched business needs and set up new programs.Some of the high impact initiatives included:• Participated in departmental value stream mapping efforts to highlight process slower and blockers in contractor’s recruiting; proposed solutions for a better contractor hiring throughput• Launched and maintain a contractor retention program• Developed the supercontractor pool. Launched a contractor referral program to offset sourcing costs• Analyzed current processes in two departments and provided process improvement solutions/documentation

Started as a Corporate Trainer/Curriculum Developer. Researched process and performance defects, proposed and rolled out solutions through online and classroom deliveries.Reason for Departure: Company LayoffsSome of the high impact initiatives included:o Redefined the Company’s operations leadership guide as a training and business process reference tool in partnership with all business units across all siteso Designed Sales and Customer Service training materialso Monitored compliance and quality through reporting and call monitoringo Researched productivity performance defects at various company sites and implemented solutions for performance outliers (In two solutions, saved a combined $5M in client revenue)o Analyzed root causes for employee attrition and partnered with HR to set up a reward and recognition program; developed a Best Practices HR manual

Interfaced with key personnel including Curriculum Managers and SMEs to analyze sales and process-related defects, documenting new procedures and rolling out to target audiences through online and classroom deliveries.

Developed curriculum and maintained materials for New Hires & current employees; Conducted post-training quality assessment sessions to maintain accuracy and vibrancy of curriculum; Identified product and process opportunities for improvement and provided solutions to Clients.Reason for Departure: Salary and company growth

Fort Lauderdale, Florida, Us

Six Sigma Black Belt

Master Of Business Administration - Mba

Mba, Hospitality Administration/Management