I lead the strategy for 16 Central & South America countries in process engineering, focused in productivity, efficiency & cost management improvement. I also lead the assurance of DHL Operational Standards (Global SOP) in the cluster countries, developing the whole process of communication, training & auditing. I also coordinate the implementation & follow-up of ISO 9001 standards as part of the Global certification we have in DHL Express.I am focused on developing a structure of local expert leaders in each country of the cluster, with the necessary knowledge & right strategy to take continuous improvement & efficiency from good to great to excellent.

Led customer experience improvement projects for 16 countries in Central & South America, analyzing operational & service processes, developing standard methodologies & defining implementation strategies for all countries.Participated in audits to ensure compliance with COE (Center of Excellence) standards.Developed advanced tools for Voice of Customer data analysis in Digital Assistants, which allowed continuous monitoring & performance improvement of several area indicators.Led the Reporting Centralization project where I designed & implemented a centralized reporting model for the 16 countries of the cluster, reducing reporting time by more than 30 hours per day.

I supported the 16 countries in Central & South America by defining & promoting initiatives to improve operational processes in terms of productivity, infrastructure, quality, Global SOP, costs, etc. in order to define training needs & action plans. Created the communication strategy to align the countries to the Global Operating Standards (Global SOP). Developed volume analysis models for route optimization & daily operations planning. Supported the implementation of the Minutes Matter project to optimize ground operations process times. Improved operations planning through weekly monitoring & continuous interaction with countries.

Defined & executed the equipment distribution plan for direct channels & corporate business for +80 points nationwide. Tracked inventory turn days, consumption, distribution & shipping statistics to ensure proper inventory availability. Performed the process of verification & reporting of equipment series to the Communications Regulatory Commission to ensure compliance with local regulations.

Generate continuous improvement initiatives for each stage of the manufacturing process using Lean Six Sigma methodology. Assisted in the creation & development of a production system based on Material Requirements Planning (MRP) using Lean tools. Generate productivity, efficiency & quality indicators & prepared performance reports for senior management. Managed the inventory of supplies required for production & made purchases to replenish inventories.