Dalia López Email & Phone Number

Mexico City, Cdmx, Mx

Ciudad De México, México

Currently committed to optimizing global processes within Zendesk using a customer centric approach. Responsible for managing improvement projects, ensuring the active engagement of global leaders, stakeholders and end users in the improvement of our software itself.I conduct process analysis and mapping sessions while implementing process changes in our operations taking into account activity alignment, stakeholder involvement and customer perception of the change.I led the Digital Sales project to automate the process of handling customer requests that involved revenue generation to better focus the team's priorities and improve the customer experience.

Área Metropolitana De Ciudad De México

Specialist in metrics analysis, results communication and improvement for Mexico service operation, my main responsibilities and achievements were:-Project management in medical equipment installations, including resource identification (tools and specialists), backlog communication towards service leaders, and follow-up to budget and installation development. I started the operation in Mexico, improving communication between sales and service and developing service suppliers, resulting in a 40% reduction in installation costs.-Analysis of quality, productivity, and customer-oriented metrics of the service area. 93% improvement in the adoption of good documentation practices of the 102 technical specialists.-Development of Kaizen events to implement improvements for KPIs with negative trend. Improvement of repair time by 36% (from 8.1 days to 5.2 days) through VSM analysis.-Communication with technicians and managers to identify best practices for improving and maintaining quality and productivity. Implementation of performance dashboards for leaders and technicians, providing specific information about their teams and the workload.-Focal point of internal ERP for errors and reports. Generated resources to educate technicians on error resolution, reducing escalation by 25%.-Trainer of quality and workforce metrics for new hired engineers providing information and support about successful and ongoing KPI improvements and best practices.During this period, I had the opportunity to serve as the Service Center Manager, where I provided guidance and support to the team in the preventive maintenance scheduling and corrective maintenance attention efforts to ensure compliance with the expected metrics and customer satisfaction.

Ciudad De México Y Alrededores, México

This experience gave me the opportunity to gain a comprehensive understanding of the regional (Latam) vision for the service areas and their associated processes. My responsibilities and achievements were:-Process mapping and improvement of the Healthcare business in the Mexico region. I completed a mapping of all Mexico Service Operation processes.-Creation, mapping, and improvement of processes for Service Center area. I implemented 25 processes for the new customer service area in Mexico and trained service agents.-I achieved a reduction in cycle time for service center processes using lean tools. The cycle time for creating quotes was reduced by 59%.-Lean focal point for problem solving methodologies in Service area. I trained all administrative personnel in basic lean methodologies.

Ciudad De México Y Alrededores, México

In this role I gained experience with continuous improvement and lean methodologies. My responsibilities and achievements were:-Primary point of contact for operational excellence, implementation of best practices and management of improvements across the business unit.-5S implementation in protection, control and metering cabinets production process.Work station redesign and process standardization in assembly cell, achieving a reduction of 5% in hours per cabinet in general per year.-One piece flow model implementation in the assembly cell, resulted in a reduction of 45% in the assembly hours per cabinet.-Lean daily meetings implementation for production control and problem solving with the participation of project management, engineering, logistics and production departments.Work tables design for wiring process in order to improve productivity and ergonomics in the process.-Selected as the continuous improvement factory representative and part of the operational excellence committee of Siemens Mexico.-Selected to serve as operational excellence auditor to evaluate different factories of Siemens Mexico in EHS, quality, administrative, HR, process, logistics and innovation pillars.-Implemented and managed an equipment traceability data base through my time in Siemens, ensuring that notifications were sent to customer care department whenever an equipment quality alert was issued from Germany.

Ciudad De México Y Alrededores, México

As a selected engineer of the Siemens Trainee Program I had the opportunity to start my career in the company as a Project Manager for projects involving just engineering, manufacturing and export. My main responsibilities and achievements were:-Manufacturing projects development for the North American and South American market including purchasing, manufacturing, shipping and exporting.-Restored customer confidence in Siemens USA, through photographic reports and follow-up meetings, adhering strictly to the main schedule. This approach led to the allocation of five projects, each with 18% profit margin.-Managed four interdepartmental projects of cabinets for Mexico and two for Guatemala ensuring optimal customer care.-Collaborated with purchase department in order to improve costs and delivery times with packing and cabinets suppliers.-Implemented a new quotation process enhancing the delivery time from manufacturing to sales department.-Implemented a new production control process in each production phase (assembly, wiring, tests, detailing) to facilitate a more accurate comparison between the project’s quotation and the actual manufacturing costs.

Ciudad De México Y Alrededores, México

-Rotation and support in different areas of Energy sector.-Support in engineering, projects and quality departments of different business units.

Certificación Six Sigma Black Belt

Maestria En Administración De Sistemas De Calidad

Ingeniería Mecánica