Javier H. Silvio Méndez Email & Phone Number

Santiago, Cl

Provincia De Santiago, Región Metropolitana De Santiago, Chile

Provincia De Santiago, Región Metropolitana De Santiago, Chile

Successfully executed Technology, Digital and Business Insights projects as a support to the CX function, first as an Experience Designer and then as a Solution Engineer. Responsibilities: * Design, development and implementation of solutions intended to Customer Experience measurement or monitoring, including the preparation and presentation of deliverables. * Delivery of both technical and functional recommendations, as well as training about the implemented tools (such as Qualtrics and Glassbox). * Execution of Ad-Hoc and recurrent BI or analytics studies, intended for Customer Experience improvement. This includes analysis in areas such as Web and App analytics, User Experience improvement, conversion optimization, and VoC analytics and design. * Design and execution of cualitative studies with both customers and stakeholders, for the assessment of new products or digital channels planning and redesign. * Provide internal support in the planning and management of projects. * Provide internal support to the development of proprietary CX technologies.Achievements:* More than 10 VoC program implementations utilizing Qualtrics and other tools to facilitate the development of CX functions, also adding value from a consulting point of view. * Achieved the satisfaction of assigned clients, by providing to them smooth implementations and training about the tools, as well as valuable insights in the case of analytics services. * Co-design and development of new services, such as Digital Experience Analysis. * Helped the firm to enter in new markets and services, by taking full charge of the described activities.

Provincia De Santiago, Chile

Successfully executed diagnostic, analytics and transformation projects for important companies in Chile and the LATAM region. Izo is one of the pioneers and leading firms in the CX environment. Responsibilities: * Project planning, making and delivery of advancement presentations, deliverables and final reports.* Execution and planning of research, or analytics tools (both qualitative and quantitative). * Processing of both qualitative and quantitative data, for the development of CX and UX tools (such as Customer Journeys, Service Blueprints, Satisfaction Surveys, Website and/or Application Expert Reviews, Heuristic Evaluations, User Tests and redesigns).* Development, tracking and implementation of Product Roadmaps for digital interactions. * Participation in transformation boards by delivering tactical support to our Customer's stakeholders. * Call Centers asessment through CRC Izo methodology. Achievements:* Achieved the satisfaction of almost all assigned clients and projects, by delivering useful insights, CX tools and design best practices.* Co-design and development of new services, such as User Experience. * Helped the firm to enter in new markets and services, by taking full charge of the described activities.

Caracas, Venezuela

Execution of Qualitative and Quantitative studies, for Multinationals and wide-reach local companies like América Móvil (Claro), Abbott Laboratories, Grupo Sura, Bac Credomatic, Hersheys and Unilever. Responsibilities: * Review of project objectives and integration of both primary and secondary data into the work. * Design of structured formats to give response and statistics to project objectives. * Process panel, survey, Focus Group and interviews from raw data to presentations. * Analyze and describe trends, brand's performance; consumer habits, behaviors and preferences towards new or existing products. * Identify risks and business opportunities, and provide valuable recommendations. * Prepare presentations to convey the results in a timely, accurate and understandable manner. * Provide further analysis and advise as solicited by the Client. Achivements: * Helped my partner to work with more projects, by taking charge of the described activities. * Delivered high quality presentations, which served to adjust strategies, launch new products and have a deep understanding of consumer's needs and experiences.

Caracas, Venezuela

Management of the main account of the agency, located in the US. Received and managed all the requests, planned and performed advancement meetings for all lines of services. Achivements: *Trained and integrated the Project Manager of the department, helping her to develop the PM Skill and leaving the ground prepared for her advancement in the Company.

Caracas, Venezuela

Contributed to the building of Digital Marketing services and launching of the enterprise. In charge of performance evaluations, management of work teams, resources planning, processes development and execution of some services / deliverables. Achivements: *Developed and implemented the PM System for the agency. *Developed along with our team some processes to make possible the 'Process Centric' value inserted into the company's strategy (e.g. The Strategic SEO process).

Caracas, Venezuela

One-Year intensive program, with high academic standards. Designed to build knowledge in core management subjects, as well as to develop communication, argumentation and decision making skills. Achievements: * Performed well in a set of interdisciplinary teams, improving my leadership skills and obtaining good results. * Thesis about viability and acceptance of a new chocolate snack in the venezuelan market. * Temporary engagement and work in market research projects (as independent consultant, both qualitative and quantitative).

Caracas, Venezuela

Functional Implementation specialist for a startup in the payments processing industry (delivering outsourcing of issuing and acquiring operations for banks). Worked with projects in Venezuela, the Caribbean and Central America regions.Responsibilities included:* Rising and analysis of customer’s requirements. * Provide support for the design and planning of implementation strategy.* Coordination, tracking and execution of functional testing for the system. * Working along with the testing and technical teams to manage gaps between current and expected system performance.* Keep track of implementation plan.* Keep track of incidents and product's evolution. * Provide support and accompany the customer during the testing and go-live stages. * Development of new operating models for the bank. * Development of other payment-related products.The position was intended to work across national borders, performing day-to-day communication and execution with providers, co-workers and customers.

Caracas, Venezuela

Contributed to the building of the Commercial Intelligence function within Telefónica. Worked as an internal consultant assigned to the Marketing VP. In charge of Customer’s segmentation, metrics calculation and Analytical Marketing studies (both recurrent and Ad-Hoc).Achievements: * Developed the Customer’s knowledge in terms of interactions and usage patterns with the services of all business lines (Mobile, Fixed Line, Broadband and TV).* Evaluated acquisition and revenue maximization campaigns by reviewing results and providing pertinent recommendations.* Helped product and segment managers to understand the composition and characterization of their markets, enabling campaigns and commercial actions development.* Helped to build a more realistic and analytical vision of the Customer, by developing innovative models such as Customer Lifetime Value for Mobile and a “High Value” segmentation for all business lines.* Recurrently maintained and executed almost 30 analytical models which served to rationalize marketing actions, as well as to segment Customer Care operations throughout the channels of Telefonica’s Movistar.* Owned and administered the Analytical Data Warehouse, offering advisory and calculated metrics to my Clients on a monthly basis.* Supported the Marketing function by delivering numerous reports and Marketing databases.As a member of the BI team, also performed other activities such as: * Implementation of the rest of analytical assets, including DW and predictive models.* Working with regional teams to develop in-house standarized and best-practices models.* Participating in some business training as part of the Marketing Department. Worked directly with Market Research and Competitive Intelligence teams, enabling the development of more rich analysis.

Caracas, Venezuela

Collaborator in the building of the BSS service line, focusing our first projects on the Business Intelligence consulting. Achievements:* Improved the management processes of my clients by providing solutions which optimized the building of data models and provided access to robust visualization and Dashboard tools.* Developed and implemented the set of indicators for the Corporate Performance program of the biggest fertilizers and chemical products producer in Venezuela (Fertinitro).* Provided analytical support in multifunctional Advisory projects which were aimed to help companies assess their current situation and adjust their strategies. As part of the Advisory team, I also performed other activities such as: * Participation in Audit, Business Process Improvement and Project Management projects. And as an entry level employee, I went through all the business processes training provided by the firm.

Caracas, Venezuela

Process specialist within a Quality Department. Bancrecer is one of the major development banks in Venezuela, and I worked for them when they were starting operations in Caracas. Achievements:* Contributed to the launching and growth of the enterprise by helping to determine two critical measures: Effective capacity for the branches and Lead Time for the Lending process.* Along with my team, evaluated and redesigned the Lending process for the bank. The objective was to improve approval times and to standardize operations to allow a smoother flow of the documents.As a process specialist I also performed other activities such as: * Design and implementation of measurement tools and process indicators. * Prepared user manuals for both raised and developed processes.* Implementation of debit cards technology as a new method of payment for the customers. * Helped in the implementation of the core information system for the bank (named ABANKS).

Caracas, Venezuela

Helped in the start-up and management processes of an Internet café (a shop offering phone calls, internet connections and office services to consumers).Responsibilities:* Store construction and floor management. * Financial results reporting and analysis (e.g. preparing cash flow, operational results analysis, etc.)

Guatire, Venezuela

Worked as Operations Intern, for an optimization and redesign project of Venezuela’s main distribution center. Responsibilities and Achievements: * Redesign and implementation of the new Reception and Labeling processes.* Layout redesign for 50% of the facility.* Optimized the Picking process through state-of-the-art methodologies. * Provided process improvement proposals to boost Productivity of the center.

Valencia, Venezuela

Owner and Production Manager for a street Arabic food restaurant.Responsibilities:*Design and starting of the enterprise. *Facility management, direction and planning for the kitchen, customer service and results evaluation.

Valencia, Venezuela

Production intern within a food processing plant. Alimentos Polar is a member of Empresas Polar, one of the biggest venezuelan companies, with operations across the region and in United States. Achievements:* Helped to improve Production planning by clarifying materials flow in the production process. Raised materials waste and production expenses for all the lines. The former occurred in the context of a SAP implementation as the ERP/MRP system of the plant. * Helped to improve organization in packaging lines as side effect of the measurement program.As a member of the department, also performed other activities such as: * Issuing of production orders. * Collaboration in the training of line's personnel.

Caracas Area, Venezuela

Freelance personal teacher for high school students in Caracas.Achievements:* Along with my partner, we managed to launch a maintain a profitable Small Business. * Improved the scores and attitudes towards subjects of my students, gaining the respect and word-of-mouth of their parents and families.

Master Of Business Administration - Mba, Management, Business Administration

Curso Especializado En Customer Experience Management, Marketing / Operaciones

Certificate Of Completion - Threshhold 2 (#11 Out Of 15), Idiomas

Ingeniero De Producción, Engineering

Activities and Societies: Representante estudiantil ante el Consejo Académico

Bachiller En Ciencias, Regular/General High School/Secondary Diploma Program

Activities and Societies: Centro de estudiantes, equipo de fútbol (campeón en la temporada 98-99)