Estilita Pacheco Email & Phone Number

Costa Rica

Belén, Heredia, Costa Rica

• Responsible for the Continuous Improvement (CI), Performance Management, Robotics and Automation capabilities primarily within the CBS center and in some process areas globally as part of the global CBS Service.
• Manage a team of 32 members, including Performance Analysts, CI Specialists, RPA Configuration Specialist, Automation Specialists, Change and Transition Management Specialists and CI Supervisors giving support to the.
• Build and sustain a continuous improvement strategy and culture in local CBS center.
• Deliver breakthrough levels of improvement in process capability, productivity to reduce defects and attain world-class levels of quality through implementation of Lean Six Sigma philosophy, theory, and application.
• Accountable for overall implementation of Robotic Process Automation for local CBS center, including partnering with CBS leadership team, Global IT and external providers to ensure project teams are staffed and trained.
• Partner with Global Process Managers to prioritize the Continuous Improvement portfolio across CBS globally for a specific process area.

• Responsible for planning and executing the GBS CI Transformation strategy across the regional/global GBS organization.
• Responsible for building Lean/CI capability of leaders and employees to deliver customer value every day (speed, quality, cost, customer satisfaction).
• Influence senior leaders regarding improvements to behavioral changes necessary to establish a culture of continuous improvement and be a strategic thinker and problem solver, capable of analyzing complex business.
• Responsible for designing and implementing a consistent approach and message concerning the CI transformation across the GBS organization, including developing and deploying GBS CI Global Standards.
• Responsible of creating a continuous improvement strategy for the GBS organization to adopt the CI mindset and “new way of working”. Provide expert guidance of management systems (visual management, standard work.
• In charge of creating and prioritize the CI and Automation Portfolio, as well as the creation of the business strategy for the Continuous Improvement pillar.

• Responsible of leading the Continuous Improvement, Enabling Technologies (Automation-Robotics) and Quality team for GBS Latin America
• Responsible of creating and leading the Automation (RPA) model implementation in the Latin America Center, combining a Continuous Improvement transformation with the engineering model in order to avoid waste or defect.
• Responsible of creating the Process Intervention and Consulting Model for CI generating so far an estimate of 300 improvement initiatives through the different Business Service Lines equivalent to $ 2 MM in.
• Lead and create the Continuous Improvement and Lean Six Sigma culturalization program in the center, starting in 2016 with 23 associates certified and an overall saving of $ 74 K through the Lean certification projects.
• In charge of creating and prioritize the continuous improvement and automation Portfolio, as well as the creation of the business strategy for all the teams.
• Analyze and improve the Enabling Technology and Quality team structure and business objectives in order to create value added to the Operation

• Responsible of migrating more than 250 processes from Argentina and Chile, managing a team of 25 people and coordinating with country and GSS senior leadership
• Creation of a migration methodology that will assure effectiveness and efficiency in the migration process, to guarantee the correct transition and stabilization of the same.
• Serves as a liaison with all areas and levels of the organization directly involved or affected by the project, including business units, business areas, divisions, departments, end users, and third parties (vendors.
• Responsible of managing the relationship with the 11 different countries and the relationship of internal and external providers; the quality of work and products delivered by them and Define project activities.
• Responsible of managing different global projects for GSS Latin America among the Financial Area
• Lead cross-functional project teams through the entire project life cycle

• Responsible of managing continuous improvement and financial portfolio projects in order to improve productivity in the center through DMAIC and PMI methodologies
• Define project activities, prepare time and effort estimates and create project plans taking entire responsibility from time of project initiation to project closure
• Coordinates assembly of project team and assigns individual responsibilities to project personnel
• Manages the relationship with internal and external providers; the quality of work and products delivered by them
• Lead cross-functional project teams through the entire project life cycle
• Confers with project personnel, subject matter experts and business representatives to provide advice and resolve issues, problems and/or identify opportunities

• Responsible for managing small to mid-size corporate change initiatives that involve cross-divisional coordination, communication, influence and negotiation.
• Accountable for analyzing information, incorporating client problems and concerns, developing and implementing solutions.
• Responsible for working closely with other support areas such as Training, Reporting, Staffing, Quality, Technology, Information Security and Finance to ensure a smooth and riskless transition of the new processes.
• In charge of end to end migrations, which include Failure Mode and Effects Analysis, Critical To Quality metrics, Process Maps, Risk Assessment and mitigation plans, Business Impact Analysis and Business Continuity.
• Responsible for the documentation and distribution of the project deliverables and migration details.
• Provides analytical support for change initiatives and provides numeric and graphic design support.

Master'S Degree, Industrial And Organizational Psychology

Master Of Business Administration - Global Mba

Bachelor'S Degree, Ingeniería Industrial