Erick Rojo Email & Phone Number

Mexico

Leading the transformation of CIAL Dun & Bradstreet Operations Mexico, Peru and Chile

Mexico

Mexico

Mexico

Ensure on time and correct product adoption to our customers, from their Onboarding process until the end of contract, offering continuous follow up to their accounts and results, guaranteeing this way a best in class service that allows to facilitate renewals and upsellings. Reduction of at least 50% of our queries and tickets from customers, enabling self-service channels as WhatsApp Bot, Zendesk Helpcenter and Lamudi Academy.Implementation of our Voice of the Customer program… Show more Ensure on time and correct product adoption to our customers, from their Onboarding process until the end of contract, offering continuous follow up to their accounts and results, guaranteeing this way a best in class service that allows to facilitate renewals and upsellings. Reduction of at least 50% of our queries and tickets from customers, enabling self-service channels as WhatsApp Bot, Zendesk Helpcenter and Lamudi Academy.Implementation of our Voice of the Customer program, through digital NPS (55%) and CSAT (4.2) surveys. Show less

Mexico City

- High impact Lean & Re-engineering projects for all the organization. Ensure customer satisfaction by simplifying, automating and streamlining processes and customer journeys.- Responsible for the overall Quality Management System, documenting, analyzing and updating relevant policies & procedures- Ensure customer satisfaction through operational excellence of the Customer Experience team, following-up SLAs and KPIs to ensure on time and accurate response to client's… Show more - High impact Lean & Re-engineering projects for all the organization. Ensure customer satisfaction by simplifying, automating and streamlining processes and customer journeys.- Responsible for the overall Quality Management System, documenting, analyzing and updating relevant policies & procedures- Ensure customer satisfaction through operational excellence of the Customer Experience team, following-up SLAs and KPIs to ensure on time and accurate response to client's requests.MAIN ACHIEVEMENTS: * Deployment of new processes and tech, ensuring transformation of GE Capital to Engen Capital.Redesign and optimization of the Origination process, reducing manual tasks by 80% and reducing lead times by 60%* Reduction of Credit cycle times, from 7 days to 48 hrs through the implementation of parametric models and advanced screening technologies.* Implementation of the company's Quality Management System (QDOC), documenting, updating, communicating and training in 100% of the procedures and policies.* NPS (Net Promoter Score) methodology and surveys implementation. Show less

Mexico

- Definition and design of the E2E Origination process, supported by new technologies based on Salesforce, BPM and Oracle.- Project Management of the transformation program for Sales, Risks and Operations, including ‘as is’ process mapping, ‘to be’ process design and coordination of system testing and training.

Mexico City Metropolitan Area

Major Achievements:- SPEI 24 hours mobile implementation, from business requirements to UAT and deployment- CMB governance management, identifying and reporting operational and business risks

Mexico City Area, Mexico

- Reengineering operational processes in Service Delivery Mexico, global and local Project management, banking business initiatives, implementation and assurance of regulatory projects and Global Standards (Financial Crime Risk)Major Achievements- Sustainable savings in the area of operations equivalent to $ 10M USD in 2013 and $ 12M USD in 2014, related to optimizing Supplied Services, Banking Operations, Payments, Cards and Accounting Services processes.- Lean 6 Sigma training… Show more - Reengineering operational processes in Service Delivery Mexico, global and local Project management, banking business initiatives, implementation and assurance of regulatory projects and Global Standards (Financial Crime Risk)Major Achievements- Sustainable savings in the area of operations equivalent to $ 10M USD in 2013 and $ 12M USD in 2014, related to optimizing Supplied Services, Banking Operations, Payments, Cards and Accounting Services processes.- Lean 6 Sigma training for more than 300 people in Service Delivery, Mexico and Argentina.- Leader for Global Standard CMB initiatives, designing and implementing the CDD KYC processes- Successful implementation and deployment of the OPI Area in HSBC Argentina Show less

Implementation of strategic projects for tow operations, policies and paperless.Major Achievements:- Savings for $1M dollars related to the optimization of spaces allocated to sales agents in different places of the country. - In addition, 30% reduction of the printings at the GNP corporate building.

- Processes improvement related to customer service (product delivery to customers, Self-Service and Government) through Lean 6 Sigma methodology (DMAIC) and Quality Assurance. - Training and coaching for yellow belts in the company.Major Achievements: - Black Belt Six Sigma certification by MABE & GE, for an improvement project in which we reduced 35% of customer returns, for Self-Service and Government clients, due to poor quality or incorrect order.

Project Management for Opening Projects (new hotels in Mexico).Major Achievements:- Opening of two projects: Fiesta Inn Zacatecas & Fiesta Inn Teatro Insurgentes, with a minimum occupation of 80% by the day of the opening. - Also, we achieved to map and document 100% of the front desk processes for the hotels Fiesta Inn, Fiesta Americana and One.

- Project leader for Cost To Serve, creating the model and implementing it for Customer Service & Distribution. - In addition, responsible for the operational redesign of the Cross-docks (southeast area)

Mexico

Master Of Business Administration - Mba, Innovation

Diplomado, Lean Enterprise: Procesos De Manufactura Y Servicios, Diplomado

Master’S Degree, Quality Systems And Productivity, Master Of Industrial Engineering, Quality And Productivity Systems

Lean Six Sigma Trainer Accreditation, Lean Six Sigma, Trainer

Green Belt Certification, Six Sigma, Gb Certificate

Industrial Engineering

Education record

Education record