Marcelo Flores-Clunes, Mst, Pmp, Pmi-Acp Email & Phone Number

Washington D.C. Metro Area

Washington D.C. Metro Area

Bethesda Md

Project Management: Managed the implementation of several complex projects from beginning to end including the definition of the scope, goals, milestones and deliverables with close collaboration of executives, senior management and stakeholders for the Generali Global Assistance North America office across 3 business lines. Team Management: Managed multidisciplinary project teams including Developers, Business Analysts, Sales and Account Manager Reps and Finance personnel in 3 business lines and multi-geographical locations in a matrix organization. Process Improvement: Built internal processes to improve several internal processes across departments and business lines including Coordination of Benefits, Client Onboarding, Document Management and Invoice Automation, securing a minimum of 3 Years ROI of 150% per project. Project Change and Risk Management: Effectively identified risks and issues developed strategies to mitigate them with the support of Risk Management features available in different tools, such as Workfront and excel registry when needed and depending on the audience. Negotiation: Manage vendor/consultant relationships including selection of vendors to provide IT solutions to the company, including Electronic Signature, Electronic Capture, Collaboration Tools and Content Management.

Chile

• Improving the operational systems, processes and policies in support of the mission -- specifically, supporting better management reporting, information flow and management, business process and organizational planning• Manage and increase the effectiveness and efficiency of IT Services, through improvements to the function as well as coordination and communication between IT and Operations functions.• Supervise and coach Assistance Supervisors on a weekly basis, training them on “How to be an excellent coach” in order to deliver knowledge on Customer Service, Telephone Techniques and Product Knowledge to the Assistant Operators.• Currently managing a team of 31, to deliver assistance to Auto, Home and Travel business lines, accomplishing all defined Standard Level Agreements (SLAs) for internal and external customers.• Implemented Quality Assurance Management and Techniques, by structuring the Quality Department to improve customer experience, including Assistance Operators Monitoring, Claims Management,• Manage Europ Assistance Chile vendors by effectively defining requirements and establishing Service Level Agreements. Reduced vendors to 4 / 80% preferred in vehicles to improve commitment, better negotiation and service.• Led several IT projects to develop internal reporting, including Call Management Systems (CMS), customer reporting and Work Orders delivery to vendors, using GPS, MDT and Online technologies to automate vendors to the daily operation improving performance and effectiveness.

• Project/Program Management – Led project implementation for 911 Emergency System, (10 million dollars revenue project) including all Communication Network, Software (Positron 911). Previously, in charge of commercial negotiation in between Telefónica Chile and Positron (Software Vendor) to assure advantageous agreements and scheduled deployments. – Managed 10 Project Managers assuming overall responsibility and accountability for Telecommunications deployment to Corporate Clients. • Commercial Management - Participated in the management team for the Commercial Proposal to the Country Police Department. Successfully, the project was assigned to Telefonica Empresas - June 2006Commercial Consultant for the Government, Health and Education Sectors. Led commercial negotiations and sales to large corporations. Also led a team of 6 engineers (Commercial Project Managers) to monitoring post-sale services and uptime in the Data Center and Network.

Santiago Province, Chile

• Hellman Logistics - Identified Best Practices in the Operations area to be used as a knowledge base to build high performance management. Knowledge was transferred to lower performance individuals to improve performance to best performance levels• CMPC – Identified Best Practices in the Key Account Managers role to document them to be used in the training of new members of the ream. The project also targeted the commercial practices homologation the members.• Telefonica Chile – The Telemarketing Call Center used the methodology to improve customer service and coach their personnel to increase over the phone sales rate, improving 4% net sales to the unit. • Paris S.A. – Coaching of Sales Managers of a Dominant Department Store to improve Customer Experience and Sales. Reduced turnover to less than 20% per year due to the improvement in store climate.

Santiago, Chile

Chile

Master Of Science - Ms, Master In Science & Technology - Managing The Technology Company Sequence

Project Management

Ingeniero, Civil Industrial