Diego Henao Email & Phone Number

Antioquia, Colombia

Colombia

Helping small and medium size companies defining and executing strategies to achieve business results o Increased sales in 30% during 6 months in a medium size Food Services company going from 344k USD to 448K USDo Defined strategy for a small construction company leading to build the first LEED Gold certified building in Colombiao Defined sales strategy in Colombia for one of the top non-profit organizations in the world opening two new means of revenue

Medellin

Managed a staff of 7 professionals across multiple areas of IT and operations including Help Desk Support, Connectivity, Data Reporting & Analytics, Quality, Projects and BPOo Increased automotive tax collection 22% from 2016 to 2017 going from 72M USD to 88M USD. First time in the history of the state that budget was meto Improved abandoned calls from 30% to 5% with an average of 1,000 income calls dailyo Promoted the usage of virtual channels going from 50% in 2016 to 65% in 2017o Delivered network connectivity to 5,000 schools in the state

Colombia

Managed a staff of 3 professionals in Complaint Handling and Quality Assuranceo Reduced complaint handling from 35 to 11 dayso Used Lean Six Sigma – Kaizen to take 90% of the losses within the standard after first notice of loss and to appraised 80% of the vehicles within the standardo Defined CX roadmap to transform the auto claim and the auto assistance processo Defined quality management system for the organization

Bogotá

Managed a staff of 4 professionals in Quality Assurance and Process Transformationo Implemented a scorecard in the credit department improving productivity by 38%o Reduced procurement cycle time 20%o Retained ISO 9001:2008 certification for 2014o Automated the internal audit system, the quality system, and the credit application form in BPM

Medellín

Managed a staff of 4 professionals in Quality Assurance, Training and Process Transformationo Increased coverage of the quality management system to 92%o Certified 181 Yellow Belts in 2011/2012 versus 10 in 2010o Strengthened the 5S program with 700 leaders covering 80% of the organizationo Implemented 6 process owners end to end

Bogotá

Leaded projects in expense reduction, process improvement and quality assuranceo Saved 2,5M USD in operational expenses credit card fees, and network connectivity

Tampa

Responsibilities:- Design, implement and develop the regulatory compliance program throughout the claims organization countrywide- Serve as contact locally and remotely for 700 associates- Supporting operational areas in the resolution of operational and systematic problems related to regulatory compliance- Articulate operations and legal in resolving regulatory compliance issues in handling claims- Managing claims for internal and external customers on each state maintaining high professionalism and quality.Achievements:- Successfully implemented the compliance program at all levels of the organization- Created an automated tool to standardize reporting with an improvement in processing time around 2 weeks.- Successfully trained all local and remote associates- All business lines reduced the risk from critical to marginal in a year- Excellent relationship with all leaders as the basis for the success of the program

Tampa

Responsibilities:- Assist, design and implement the audit program for the Sarbanes Sox Act (SOX) - Train the organization in process improvement thru different quality tools, data mining and training- Being a member of the leadership team of the southeast region- Develop action plans to reduce variation in the metrics- Assist in the negotiation process with internal and external auditorsAchievements:- Developed a new “Balanced Scorecard" which simplified the number of indicators and facilitated the decision making process.- Successfully completed the green belt certification. Project included 10 offices country wide improving accuracy in finding stored paperwork in 75%.- Successfully designed, implemented and developed the audit program for the Southeast region which was audited four times and was a pioneer in the U.S. for its structure and organization.

Tampa/St. Petersburg, Florida Area

Responsibilities:- Managing the procurement department for the Southeast office with more than 400 employees.- Optimize and manage the internal and external mailing system- Motivate and lead the team (2 associates) to achieve the goals of the department- Manage relationships with external and internal customersAchievements:- Changed mail sorting method which had an impact of $ 50,000 in savings in 2003- Replaced certified mail with electronic signature mail saving $ 40,000 in 2003- Redesigned the ordering process for supplies eliminating middle points. This change brought savings of over U.S. $ 25,000 each quarter- Winner of the Award of Excellence in 2003 (U.S. $ 5,000) for all changes implemented in 2003. Only two people won this award in 2003 countrywide- Saved $ 180.000 dollars in express mail by changing carriers- Winner of an Honorable Mention Honor by CEO

Graduate Certificate, Technology Management

Industrial Engineering, Industrial Engineering

Master'S, Engineering Management

Graduate Certicate, Quality Management

Certicate, Six Sigma Green Belt

Bachelor'S, Industrial Engineering And Management Systems

High School, Mathematics

High School Diploma with emphasis in Mathematics and Physics