Leo Pretelt-Kieswetter Email & Phone Number

David, Chiriquí

-Transformed a family-owned agricultural/farming business into 3 diverse business models which provided stakeholders and customers with quality products farm to table. Product development, sales, and distribution.

Panama City, Panamá, Panama

-Oversaw a team of 550 members leading them in gaining efficiencies ranging from 14.25% to 92%.-Implemented technological and accounting tools in the credit card and loan origination maintenance areas that reduced monthly losses in 2021 from $600K/month to $48K/month in 2023; -92% reduction.-Increased on-time loan maintenance ticket processing rate from 50% to 85% by stabilizing the continuity of automated processes, re-engineering processes, and creating metric systems to ensure productivity goals per operator.-Re-engineered inventory rotation strategy and processes, to reduce operational risk and costs of logistical monetary operations, dropping $1 dollar coin inventory from $40 million to $16 Million, -60% improvement.-Reduced account payables provision costs from $4 Million to $1.3 Million, -68%, improving the management of account payable outstanding transactions from 18% to 3.75%; -14.25%.-Processed $500K out of $1 million outstanding accounts receivable, collecting $253K, 51% of the processed balance.-Justified $70K credit from the National Banking Bureau due to incorrect calculation of Agricultural subsidies.-Focused on root cause analysis problem solving and gained and sustained the #1 position for ATM uptime versus all banks in the market, 99.08% average, since October 2022.-Utilizing RPA’s reduced processing times from 5 days to 1 day, -80%, of customer banking requests on outstanding balances on loans, loan cancelation, payment history on loans, banking references, and letters of interest on regular and subsidized loans.

Panama City, Panama

-Managed a team of over 900 members, to improve, redesign & change, customer service experience.-Designed and Implemented in record time (8 hours) a team to manage a nationwide COVID-19 crisis/emergency management call center requested by the government. Managing up to 6,500 calls per diem.-Supported productivity and profitability increase by redesigning & improving operations in Call Center, Stores, Post Sales & Collections, ranging from 33% to 50% improvements.-Redesigned through the integration of operations and sales areas, NPS program, and increased scores by 10.4%; improving the stability of index and helping reduce churn rates by -20%.-Re-invested benefits to further increase productivity. Financial benefits exceeded $7.5million/year.-Relocated a Call Center from Panama to Colombia within 6-months, to support centralization of regional operations for Liberty Global.-Developed and implemented a chatbot using artificial intelligence in Whatsapp to automate processing of incoming call volume to Call-Center and reduce voice call volume 45% (90% to 45%) impacting annual costs of Call Center operations by 30%. Part of the cost reductions were invested to improve customer service perception, CSAT from 50% to 87%.

Panama City Panama

-Supported business partners on increasing profitability by improving operational efficiency, designing strategic solutions focused on operations & support areas.

Panama City, Panama

-Developed and managed a strategy plan for the Commercial Banking area. Structured budget and internal annual control plans. -Trained a team of 4 project managers, in Lean Six Sigma process improvement methodology. Implemented key metrics for Commercial Loans that eliminated silos amongst sales and support departments and identified bottlenecks to increase the flow of loan applications; +24% increase in throughput.-Surveyed commercial loans market share to identify additional potential business opportunities.

Panama City, Panama

-Trained, developed, managed, and structured a multidisciplinary team to improve bank´s processes and bottom line-Incremented Customer Service awareness through the voice of the customer (VOC) by using Lean Six Sigma. Achieved financial benefits of $1.6 million. Productivity improvements range from 27 to 60%. -Facilitated negotiation amongst bank areas to ensure the sustainability of improvements. Re-engineered and established KPI´s in diverse areas to ensure productivity improvement. -Graduated from HSBC´s Next Generation Management Development Program. A worldwide multidisciplinary team with the goal of increasing the International Factoring portfolio. Portfolio penetration of at least 5% within 2 years. (Estimated Income $600 million).

Panama City, Panama

-Developed corporate strategies for standardizing sales and operational processes to improve customer service levels, local results carried on to regional operations.-Streamlined Retail Credit Administration processes; improved throughput of loans from 20-33%. Worked with teams in each of the international subsidiaries to make sure the economies of scale in support departments took place. This represented $4.4 MM of yearly savings (4%-20% of yearly general expenses).-Participated in the due diligence team for Banistmo´s acquisition by HSBC.

Panama City Panama

-Standardized administrative operations through the Central American region and Colombia. -Implemented Bank’s administrative and budgeting system. The project generated a 66% increase in headcount capacity.-Participated in due diligence exercises evaluating costs and administrative structures for the acquisition of new operations throughout the region.

Panama City, Panama

-Managed the Purchasing, Maintenance, Fixed Assets, Insurance, Mail, and Cost Reduction departments. Re-designed processes and implemented KPI´s in the areas to create visibility and focus to help improve productivity.-Established administrative regulation and cost reduction initiatives of $3 million which represented a 20% reduction in general expenses for a 2-year period.-Participated in re-structuring the Bank’s budgeting methodology through increased financial controls, improving the banks’ operational efficiency from 60% to 49%.

Panama City, Panama

-Contributed to structure a Cost Reduction project with the consulting firm McKinsey and Company to improve the Bank’s operating efficiency. Analyzed cost reduction initiatives that resulted in financial benefits of approximately $5 million per year.

Cleveland, Ohio Y Alrededores, Estados Unidos

-Analyzed financial and operational information to recommend and implement new and improved supplychain solutions for the clients’ distribution and logistics processes. -Participated in the analysis and installation of information systems to help clients manage their supply chain.

Management Development, Part Of Hsbc Management Sucession Planning

Activities and Societies: Graduate of HSBC´s 2010-2011 Next Generation Management Development Program. In a six month period, with a 14.

Black Belt - 2009, Received Lean Six Sigma Black Belt Training

Master Of Business Administration (Mba), Finance

Ms Industrial Engineering, Systems Simulation

B.S. Industrial Engineering, Minor In Business Administration, Mathematics

Education record