José Santos Villanueva Ortega Email & Phone Number

Mexico City, Cdmx, Mx

Mexico City Area, Mexico

Portfolio Management: Oversaw a portfolio program consisting of more than 15 active projects, ensuring resource alignment, stakeholder engagement, and timely delivery of initiatives.Manufacturing Transformation: Spearheaded deploying a manufacturing control platform supported by IoT across 10 countries, optimizing operational visibility and efficiency.Customer Service Enhancement: Led the deployment of a customer service platform in 14 countries leveraging AI technologies, including… Show more Portfolio Management: Oversaw a portfolio program consisting of more than 15 active projects, ensuring resource alignment, stakeholder engagement, and timely delivery of initiatives.Manufacturing Transformation: Spearheaded deploying a manufacturing control platform supported by IoT across 10 countries, optimizing operational visibility and efficiency.Customer Service Enhancement: Led the deployment of a customer service platform in 14 countries leveraging AI technologies, including Salesforce, Amazon Connect, and Sprinklr, enhancing customer engagement and service quality.Marketing Technology Advancement: Implemented Martech platforms such as Customer Data Platforms (CDPs) and Marketing Automation tools, significantly improving campaign efficiency and budget optimization.Collaborated with cross-functional teams and executive stakeholders to ensure alignment of Agile practices with organizational goals and KPIs.Facilitated Agile training sessions, workshops, and ceremonies to foster a culture of continuous improvement and innovation.Coached teams on Agile principles, scaling frameworks, and tools to ensure successful project delivery and high team engagement. Show less

Av De La Barranca 6, Huixquilucan Estado De México

Commercial manager for Mexico, Central and South America for speech, facial and finger biometrics solutions including contactless technology. As well as Chat Bots. For the Mexican market I also sell NOM 151 & Electronic Signature. Some of my clients are HSBC, Banco Santander, ConSuBanco, CHCP-SAT.

Mexico City

In charge of the Billing Systems of Telefónica for 2M of Custumers and for all Commercial wholesale and Dealer network, Banks and other National and International Operators Systems.Also in charge of Human Resources CRM, Roaming, Sales, Activation, Credit Analysis, Portability Systems. Responsible for technological changes for the operation of MVNO (Virtual Operators)Responsible for the Committee for Improvements to Billing ProcessesResponsible for the Commercial Systems… Show more In charge of the Billing Systems of Telefónica for 2M of Custumers and for all Commercial wholesale and Dealer network, Banks and other National and International Operators Systems.Also in charge of Human Resources CRM, Roaming, Sales, Activation, Credit Analysis, Portability Systems. Responsible for technological changes for the operation of MVNO (Virtual Operators)Responsible for the Committee for Improvements to Billing ProcessesResponsible for the Commercial Systems that contribute to the income of new costumersResponsible for the development of service-oriented architectureResponsible for agile developments.Achievements:FullStack Output ContributionContribution to Sap Logistic OutputContribution to the Output of New Virtual OperatorsContribution to the exit of Face II of the Interconnection SystemLaunch of new system of reconciliation of VASMore than 100 agile developments implemented in 2016Sale of Terminals on credit. Represents + USD $ 100K DailyIntegration with Commercial Chains (Coppel and Elektra) for sale of post-paymentsLaunch of 6 new MVNOs in 2016Implementation of fiscal regulations in 2016 Show less

Mexico City

In charge of the delivery of the requirements and Projects of Invoicing, Portability, Commercial Systems and Virtual Operators.Achievements: Launch of 8 Billing Projects during 2013, including Regulatory and Automation that generated operating savings of over US30,000 Launch of Virtual Operators, which have contributed more than 600 K Customers Automation of operational tasks of Potability that reduce the operational cost and increase the number of… Show more In charge of the delivery of the requirements and Projects of Invoicing, Portability, Commercial Systems and Virtual Operators.Achievements: Launch of 8 Billing Projects during 2013, including Regulatory and Automation that generated operating savings of over US30,000 Launch of Virtual Operators, which have contributed more than 600 K Customers Automation of operational tasks of Potability that reduce the operational cost and increase the number of customers. Increase of income revenue of ported customers: Request of recharge before its potability to make sure that there's customer behind and generate income for more than US $ 200K per year. Show less

Mexico City

Responsible of entire international Call Centers technology infrastructure for 10,000 Positions, IVRs, PBX, Quality Systems, predictive markers, international dedicated links, customer care by social networks.Achievements:Switching to VoIP TechnologyAutomation of customer requests by 90%Reduction of call trafficImplementation of controls to prevent transferred calls, abandonment and cut callsPioneers in customer service via Twitter and FBImplementation of Upsell and… Show more Responsible of entire international Call Centers technology infrastructure for 10,000 Positions, IVRs, PBX, Quality Systems, predictive markers, international dedicated links, customer care by social networks.Achievements:Switching to VoIP TechnologyAutomation of customer requests by 90%Reduction of call trafficImplementation of controls to prevent transferred calls, abandonment and cut callsPioneers in customer service via Twitter and FBImplementation of Upsell and cross sell campaigns that increase the average arpu Show less

Mexico City, Monterrey, Guadalajara, Puebla

Responsible for the customers entry from their credit analysis to activation in the Network platforms, all channels (Residential, SME, Large Accounts, Government). Management of Call Centers operation (300 positions). Fraud Analysis of Contractual Documents. Part of the commission payment processManagement of the Portability Process.Achievements. • Reengineering the sales process resulting in reduced operating time by 60% and zero operational errors. •… Show more Responsible for the customers entry from their credit analysis to activation in the Network platforms, all channels (Residential, SME, Large Accounts, Government). Management of Call Centers operation (300 positions). Fraud Analysis of Contractual Documents. Part of the commission payment processManagement of the Portability Process.Achievements. • Reengineering the sales process resulting in reduced operating time by 60% and zero operational errors. • Development of Call Center Quality Models to increase customer satisfaction. # 1 in Customer Satisfaction in AL • Implementation of Credit Models and Continuous Analysis for its tuning, which reduced the rate of losses from 6% to 3%. Supported by an interface with Online Credit Bureau.• Launch, stabilization and operation of the Portability process, which has brought more than 1M Customers • Visibility for distributors throughout the sales process until payment of commissions with the help of technological tools such as SMS, e-mail, Web access and Generation of dynamic reports. Show less

Mexico City

Responsible for research of new technologies, changes in configurations and licensing to have up-to-date technology, stable operation and efficient budget management. The physical infrastructure amounts to more than 120 servers and more than 1,000 applications and developments.Achievements:• Analysis of the current Infrastructure and projection to the future in order to reduce costs in technological assets.• Inventory of servers, applications, licenses and developments in a… Show more Responsible for research of new technologies, changes in configurations and licensing to have up-to-date technology, stable operation and efficient budget management. The physical infrastructure amounts to more than 120 servers and more than 1,000 applications and developments.Achievements:• Analysis of the current Infrastructure and projection to the future in order to reduce costs in technological assets.• Inventory of servers, applications, licenses and developments in a CMDB Show less

Mexico City

Responsible for the planning and implementation of technological tools aligned to the commercial strategy, elaboration of strategies of implementation administration in Mexico and Central America, being in constant communication with the operators of South America.• Development and Evolution of Billing, Payment, Collection and Interconnection Systems, which contribute 65% of the company's revenues.• Development of Value-Added Services, as well as their integration into corporate systems… Show more Responsible for the planning and implementation of technological tools aligned to the commercial strategy, elaboration of strategies of implementation administration in Mexico and Central America, being in constant communication with the operators of South America.• Development and Evolution of Billing, Payment, Collection and Interconnection Systems, which contribute 65% of the company's revenues.• Development of Value-Added Services, as well as their integration into corporate systems that have increased company revenues by 5%.• Implementation of New Products and Commercial Marketing Offers that contribute to the increased income of business customers, valued at 25% of total contract customer revenues.• Budget management, economic evaluation of resources, cost-benefit analysis.• Settler Interconnect Rollout (Interconnection System with other operators) www.ericsson.com• SCL Rollout (Sales, Logistics, CRM and Billing System (Oracle BD Server Client System, Sun Solaris OS, Citrix-Windows Front End)) Show less

Mexico City

Responsible for Billing, Tarification, Mediation and Provision Systems.Construction of Interfaces with Collection BanksEvolution and Operation of Roaming and Interconnection SystemsAchievements:BSCS Rollout (Sales, Logistics, CRM and Billing System (Oracle BD Server Client System, HPUX OS, Citrix Front-End Windows)) www.lhsgroup.comImplementation of interfaces with banksImplementation of interfaces with clearing houses for roaming trafficImplementation of… Show more Responsible for Billing, Tarification, Mediation and Provision Systems.Construction of Interfaces with Collection BanksEvolution and Operation of Roaming and Interconnection SystemsAchievements:BSCS Rollout (Sales, Logistics, CRM and Billing System (Oracle BD Server Client System, HPUX OS, Citrix Front-End Windows)) www.lhsgroup.comImplementation of interfaces with banksImplementation of interfaces with clearing houses for roaming trafficImplementation of interfaces with print houses in order to send the invoice to the customerImplementation of revenue assurance controls Show less

Ranger, Information Technology

Scrum Master Certification, Information Technology

Diplomado Gestión Del Cambio, Liderazgo Empresarial

Diplomado En Innovación En Mercados Saturados, Planeación Estratégica

Diplomado, Habilidades Gerenciales

Activities and Societies: Liderazgo

Maestria, Administración

Ingeniero En Computación, Facultad De Ingeniería

Activities and Societies: Tecnologías de Información, Telecomunicaciones Parte del Grupo Ganador del 1er lugar en Innovación en un.