Diego Silva Email & Phone Number

Guadalajara, Jal., Mx

Guadalajara, Jalisco, México

Guadalajara

EXTENSIVE EXPERIENCE IN OPERATIONS, PROJECT MANAGEMENT AND BUSINESS ANALYST. PASSIONATE ABOUT QUALITY AND CUSTOMER SATISFACTION. PRODUCTIVITY AND PROFITABILITY THROUGH AUTOMATION AND PROCESS IMPROVEMENT. OUTSTANDING INTERPERSONAL, MOTIVATIONAL AND PRESENTATION SKILLS. ANALYTICAL, ARTICULATE AND DILIGENT. o Project Manager General Electric- Over 2 + years of enriched experience with TCSo Over 1 + years of Primavera COE Experience Analysis, Administration, Implementation, Process Documentationo Strong in Requirement gathering, analysis, planning and implementation of Primavera Applications (P6, UDC, PPM, Time Control, Unifier)o Good communication & interpersonal and leadership skillso Primavera Implementation, administration & support for multiple businesseso Vast Experience in overall usage for Primavera Applications (P6, UDC, PPM, Time Control, Unifier)o Knowledge in Primavera Administration, implementation process documentation, analysis, design of new processeso Full cycle migration, deployment, testing & Go-Live coordinationo Worked to establish processes and regulations of the project for COE o Knowledge In Primavera Design change and functional configurationo Frequent and effective communication with third parties such as Oracle to converge in a prompt solution to the customero DMAIC Methodologyo Make sure the KPI´s were met (SLA´s, AHT, QA)

Mexico

o Analyzing business documents and processes to understand the structure of the project, as well as giving strategies and ideas to reduce the time of the processes and increase the company's requirementso Automation and process improvement in several business areaso Identify the organization's needso Define the organization's policies and market approacheso Standardize the organization's work-flowso Interpretation of business rules and requirements of the system o Improve the quality of the services delivered as well as assisting with testing and integration of new solutionso Support the development of training material and implementation

Guadalajara Area, Mexico

o Process Manager of Bank and Mortgage Process (Overnight Express, Good Faith Estimate).o Implementation & Execution of new Processes/project improvement proposalso Plan and manage projects aligning business goalso Excellent communicator – communication done effectively with client executives and their respective teamso Travel to US to learn new processes or to coordinate new projects and provide training (to US & India)o Daily, Weekly, Monthly & Yearly Reportso Monitor & Assurance that SLA’s were Met for every single processo QA Control regarding mortgage policies (Appraisal, Title, Flood Insurance) for the USAA Projecto Customer Approach

Guadalajara Area, Mexico

TeletechSupervisor (Customer Service )o Follow up billing inquirieso Overdraft item fees customer assistanceo Auditing Team Members callso Responsible for Quality & Assuranceo Follow up billing inquirieso Error detection-correctiono Tech Support (Trouble Shouting)o Overdraft item fees customer assistanceo Complex billing Processo Auditing Team metricso Establish processes and regulations