Marcelo Cueva Email & Phone Number

São Paulo, Brazil

Transfercar (www.transfercar.com.br) is an online relocation service that helps rental car companies in Latin America to improve cost-efficiency, as well as, enhance customer experience.Currently, Transfercar operates in the United States, South Africa Australia, and New Zealand, supporting more than 150 rental car operators and thousands of visitors every month for free relocation deals.

Buenos Aires, Argentina

Leader of Management Consulting team in Argentina, Colombia, and Chile responsible for strategy and business consulting delivery on Omnichannel, CRM, customer experience, customer services, and marketing capacities across all industries. Grew the practice from 3 people in Argentina to + 45 of strong professionals in the three countries. Coordinated more than 10,000 hours of consulting delivery in banking, products, resources, and telecommunication industries. Sales grew x5 times during his leadership.

Santiago, Santiago Metropolitan, Chile

Leader of Management Consulting team in Chile, responsible for strategy and business consulting delivery on Customer Insight and Growth, Supply Chain and Operations, Talent and Organization and Finance practices across industries. Built and consolidated a new team of +40 professionals coming from different industry groups. Improved by 80% team delivery skills into data-driven, agile, design thinking, value realization, and storytelling capabilities, in order to upgrade the team into a new way of delivery method. Scored the second-best team of 30 teams in only one year in The Great Place to Work at Accenture local office.

Santiago, Santiago Metropolitan, Chile

Project Leader responsible for Order to Cash digital assessment for Pulp and Wood foreign trading division. Marcelo led the team of SAP, analytic, robotic and OTC experts to design the digital transformation roadmap for the client, integrating initiatives on SAP, integrations, process automation and operating model that allowed the company to gain + 5 M USD on economic savings, to improve her business processes, and to reduce risk of fines and penalties from the Government.

Santiago, Santiago Metropolitan, Chile

Project Leader responsible for managing the design of the digital roadmap for a new contact center platform that integrated the functional needs from 12 different teams and replaced 4 different legacy platforms, in order to reduce OPEX, to improve customer service experience, and to have a more intelligent business operation. The team built +600 new technical and functional requirements, developed 5 different business case scenarios considering cloud and on-premise alternatives, and completed all the Bank’s formal documents to launch the RFP to the market.

Bogotá, Capital District, Colombia

Project Leader responsible for directing B2C global web portal transformation to enhance online sales against OTAs (online travel agencies) and traditional agencies, and to improve customer experience with a better-personalized content across the different countries. Led + 35 people, involving UX/UI designers, business analysts, content developers, analytic specialists, front-end and back-end programmers, IT architects, and testers, working with agile methodology, DevOps, and testing automation to build the new platform based on Adobe AEM 6.4 technology. As a result of the implementation, sale’s conversion rate was improved close to 40%, Marketing team counted with 70 new content components and a better analytic understanding of customer behavior and needs.

Buenos Aires, Argentina

Project Leader responsible for designing a new sales and customer service operating model commons for B2C and B2B segments in Argentina, Brazil, Chile, Peru, and Colombia, on behalf of a regional transformation based on Salesforce (SFDC) platform. Marcelo led the company to align her different business needs and constraints into a shared To-Be Solution, and his team designed the detailed requirements backlog for SFDC development and its integrations with legacies applications.

Buenos Aires, Argentina

Project Leader responsible for Salesforce (SFDC) functional team in charge of assessing and designing the share service center business requirements (Master Data, Procurement to Pay, Record to Report, Logistic, General Services and People) for the operations in Argentina, Chile, Paraguay and Bolivia. Working with the technical delivery team in India, led the team to deliver +300 issue trees, assignment groups, business rules, SLAs, and the coordination of the whole program up to Go Live

Buenos Aires, Argentina

Project Leader responsible for recovering the operation and enhancing the performance of a new shared service center in India in charge of Procurement to Pay and Record to Report processes for Argentina, Chile, Paraguay, and Bolivia. On one workstream, Marcelo led an operative team of 14 people to reduce 95% of the delay in invoices processing, credit and debit notes generation, and payment on time. On a second workstream, Marcelo led a management consulting team to improve end to end operating processes, governance model, and SAP training plan in order to improve working capital ~ 20%.

Buenos Aires, Argentina

Responsible for regional PMO of an e-commerce B2B development, coordinating program plan, issues management, change management and C-suite committees, between Australia, Philippines and Argentina. The new solution based on Java Front-end and integrated trough IBM enterprise service bus to different Product & Business Logic and workflow management legacy platforms, allowed the commercial workforce to present complex product quotes 90% faster, to reduce by14 days the time to issue policies and to improve 60% the time to market.

Doha, Qatar

Project Leader responsible for digital strategy design across online and offline channels for a major telco in the Middle East. Led a multifunctional team combining skills from Fjord Services Design, Digital and Technology to design the Digital Strategy transformation program that allowed the client to increase revenues by 49 M USD, reduce 40% customer services operating cost and to develop new business intelligence.

Buenos Aires, Argentina

Management Consulting Manager

Buenos Aires, Argentina

Management Consulting Consultant

Buenos Aires, Argentina

Business Advisor responsible for supporting the design of sales and customer services operating model for a new broadband line of business. Supported with best practices and involving additional Accenture’s experts into definitions around product development, go-to-market strategy, product catalog features and end to end process alignments between areas (sales, field services, marketing, and customer service), reducing risks of Go Live and ensuring sales ramp up success.

Bogotá, Capital District, Colombia

Project Leader responsible for the assessment of 69 points of services in the country in order to enhance their business performance and customer satisfaction throughout digital capabilities, people capacity, governance model, and store utilization. The project resulted, firstly, in a transformational roadmap that considered +200 digital, process, and culture initiatives, and, secondly, in a new people forecasting tool based on video advanced analytics and queueing statistic model that improved the utilization of the seats of each store according to demand behavior.

Sao Paulo, Brazil

Project Leader responsible for the functional team of Siebel CRM implementation for postpaid lines in Sao Paulo and Rio de Janeiro. Led a team of 12 people that designed +500 business requirements for sales retention, broadband technical support, and customer loyalty, including their integrations with Traffic, Order Management, and billing legacy platforms.

Buenos Aires, Argentina

Project Leader responsible for Siebel CRM deployment for Big Client segment in Mexico, Peru, Ecuador, and Guatemala operations. As a result of the implementation, the regional division could control and manage online the B2B sales funnel centralized into one application, have new smart dashboards and alerts that ensured a better business performance.

Buenos Aires, Argentina

Product Catalog Lead responsible for designing and configure fixed line, mobile, TV and broadband product logic, business rules and constrains, pricing model and organization enterprise into Siebel platform. Aligned Marketing, Billing, and IT teams into one vision of product, and led the delivery team to put + 400 products in Production.

Buenos Aires, Argentina

Business consultant responsible for designing functional and technical requirements working with Billing, IT, and Marketing areas to migrate two CRM platforms (free lines + public lines) to on-premise CRM.

Buenos Aires, Argentina

PMO responsible for issue log and bug fixing management, project reporting, and steering committee status presentations between teams in Brazil, Argentina, and Spain for regional ERP custom development.

Master Of Business Administration (M.B.A.), Exchange Program

Master Of Business Administration (Mba)

Postgraduate Of Information Technology Management

Administration, Economics

Activities and Societies: I'm Auxiliary from the subject "General Management" since 2004

Bachelor Of Business Administration - Bba, Business, Management, Marketing, And Related Support Services

Education record