The Service Improvement Center of Excellence (SICOE) is a team that helps Microsoft deliver a consistent support experience and serve the growing needs of their stakeholders. SICOE achieves this through process improvement projects and training on problem-solving methodologies. With the application of Generative AI, SICOE can leverage its expertise to automate processes and embed machine learning to create productivity tools that support case prioritization and assess the quality of support delivery.

Service continuous improvement.Work along several operational excellence and analytics teams to continually improve our customer's support experience. Co-responsible to transform the role of support as a business partner.

The value proposition of my consulting practice revolves around Operational Excellence and Business Transformation. I use a tool/methodology agnostic approach to start from understanding a business core processes, metrics and the market and their customer expectations to develop a tailor approach to improvement.

Process Expert in Operations tasked with defining and executing transformation projects.Re-design a lead qualification and routing process, reducing cycle time form 40 days to 10 min. Resulting in an immediate pipeline build of $1 M. for 3 security products. A Kanban as a Visual Management Board was instrumental for change adoption across multiple teams and vendors.

Managing a Continuous Improvement Portfolio across multiple businesses- Realized more than $30M in project benefits. Mentored more than 60 projects and trained more than 400 people - from Executives to Services Engineers.- Mentored businesses in their digital process transformation: definition of the business catalog, optimization of value chains and definition of a digital transformation strategy.- Authored Process Capability Analysis, Root Cause Analysis and Process Stability.

"Las Mejores Empresas Mexicanas" is an award that Deloitte launched in Mexico to recognize the best managed companies in the country. It is intended for privately owned companies, with an annual income from 100 to 2500 MM Pesos (PyMEs). - Created processes and tools to enroll, evaluate and award companies. Project was successful with more than 300 companies participating in year one.- Today Las Mejores Empresas Mexicanas is a Deloitte Brand and an independent business entity.

CRM Manager - GE MoneyJul 2005 – Dec 2007Led customer retention and life cycle management for revolving and fixed installment card programs.- 2005 Christmas campaign volume up 86% vs. plan using Customer Behavior Analytics.- Operations Leader for DWH project, including Customer Data Integration – Hyderabad, India.Engineering Manager - GE AviationJan 2003 – Jun 2005Responsible for manufacturing support, failure analysis and concurrent design of gas propulsion engines.- Develop quality standards to measure engineering deliverables, improving quality while increasing productivity by 15% per year.- Develop new capabilities within the team to expand the service offering and grow the team from 30 to 115 engineers in two years.- Most prestigious engineering award received from former President Fox in 2003.Quality Director - GE CapitalMar 2002 – Dec 2002Participated as part of the leadership team sent to accelerate the transition of a newly acquired business to the GE policies and procedures.Continuous Improvement Officer - GE CorporateMar 2001 – Feb 2002Reporting directly to the Chairman of GE in Mexico: this role was created to leverage Six Sigma synergies and best practices among all Mexican GE businesses.- I was responsible for creating the Mexican Quality Council with participation of Six Sigma Master Black Belts from all GE businesses.