Miglyn Nahyll Email & Phone Number

Miami, Florida, United States

Miami, Florida, United States

Steer efforts in identifying markets or customers through risk assessment for audit and review based on various factors, such as revenue opportunities, compliance or incentive concerns, key markets, regional customer accounts, pricing changes, strategic market factors, and qualitative factors. Determine areas for improvement associated with data capability to support compliance programs across different product indicators. Coordinate with Franchise, Compliance, and regional teams, as well as with local markets to assist with customer implementation and onboarding. Lead customer audits encompassing Quarterly Mastercard Reporting (QMR) /processed comparisons, market requests, material QMR issues, and known compliance items.Collaboratively work with the country manager and deal managers to understand areas of concern and incentive deals, as well as to maintain communication with customers.Generate, compile, and analyze monthly, quarterly, and annual reports, including communication of findings and operating notes from regions and businesses.Drove the successful improvement of operations, customer experience, quality, and processes within the division.Played a lead role in increasing productivity and profitability through data analysis and process design, which resulted in the enhancement of operations and effective resolution of issues.Brought cost savings to the organization through the development and execution of continuous improvement initiatives.Yielded + $10M in revenue through management of customer revisions and missing data sources.Recovered $84M in revenue leakage through evaluation and identification of operational gaps.

Miami, Florida, United States

Oversaw thirteen Concierge and Mastercard travel lifestyle call centers across Latin America and the Caribbean (LAC) and North America (NAM) regions, including control and allocation of $9M operating budget.Extensive experience in customer experience management, digital transformation, and business development.Strong expertise in implementing and optimizing digital platforms to improve customer interactions and drive revenue growth.Skilled in developing and executing customer experience strategies, including customer journey mapping and voice of customer initiatives.Strong expertise in implementing and optimizing digital platforms to improve customer interactions and drive revenue growth.Skilled in developing and executing customer experience strategies, including customer journey mapping and voice of customer initiatives.Strong expertise in implementing and optimizing digital platforms to improve customer interactions and drive revenue growth.Skilled in developing and executing customer experience strategies, including customer journey mapping and voice of customer initiatives.Held responsibility in answering customer inquiries, monitoring results, providing solutions, and defining trends in inquiry types.Planned and executed project strategies and goals with a primary focus on the enhancement of quality, cost, and revenue through close coordination with stakeholders.Spearheaded process improvement initiatives by implementing Lean tools, including process flow charts, value stream mapping, basic statistics, and control charts.Guided and coached cross-functional teams throughout the processes determine the root cause of failures, developing action plans, and conduct process re-engineering.

Miami, Florida, United States

Led the end-to-end Consumer Experience program of the LAC Region including over 45 markets and managed multiple projects in support of regional and global product initiatives. Ensured the service delivery experience alignment and integration with all service providers by overseeing operations and day-to-day performance.Managed end-to-end product strategy for card benefits and services such as Global Service, Concierge and Travel and Emergency Services, including the P&L, service providers’ selection, quality control (call calibrations) pricing, marketing plan and performance.Trainer to internal employees and external customers on Customer Experience and Loyalty Solutions program

San Juan, Puerto Rico

Assumed full accountability for small projects for various customers.Directed cross-functional teams toward the implementation of process improvement initiatives.Applied Six Sigma methodology in managing cost reduction and process improvement projects.Produced and submitted reports and documentation for audits.Created and implemented processes and procedures to ensure outstanding service and standards.Generated branding, logos, menus, uniforms, and promotions and performed internal audits for a well-known local restaurant chain.Managed a cross functional group of government agencies.Researched & investigated applicable government regulations &collected agencies requirements. Conducted a computer system validation in order to ensure that the application performed as required and comply with its regulations. Managed a group of programmers to develop application requirement. Created detailed work plans, functional requirements, organized weekly meetings and status reports (scorecards).Manage Citrix implementation for Open Mobile Kiosks.Developed risk assessments and successfully completed projects according to timeline.

Puerto Rico

 Collaborated with senior management on business process reengineering efforts also increase in productivity and quality.  Redesigned a new automated process for the manual reconciliation and escrow analysis.  Resolved internal customer’s complaints by evaluating their needs, determining problem root causes, and developing cost effective solutions according to the department and corporate objectives. Collaborated and improved quality process, using collected data from the different departments and applying problem-solving techniques, kaizen lean methods, etc.  Managed customer complaints about the quality of the process or final product, allocated resources based on the problem's source. This included working with process department, IT, sales and purchasing, as well as going to the different suppliers. Supported quality inspectors to ensure products and processes comply with the relevant requirements of the quality management system. Manage projects from concept design, documentation, risk assessments, feasibility analysis, vendor negotiations, team creation, implementation and closure.

Redesigned floor layout achieving 10% improvement overall, productivity while reducing required man power by 4%.Identified and proposed optimization affecting three lines. Responsible for redesigning the QCRI area. Worked with the Lean Sigma Team to find areas of opportunity in the Manufacturing, Materials, Engineering, Maintenance and Warehouse departments. Managed the interface with Engineering and Operations to ensure transfer to Production of the new products and materials area in accordance with approved data.Developed different analyses including capabilities and bottle necks in the inspection area.Improved the process reducing walking distance by 30% and lead time by 20%. Managed daily operations and the development of residential, commercial, and industrial projects for a construction company.Recruited personnel, prepared budget, cost estimates, and material purchases. Evaluated the existing system, obtaining sample of data for testing, performance, and efficiency of available resources.Recommended and improved work schedule.

Bachelors Of Science, Major In Industrial Engineering

Master'S Degree, Business Administration With Concentration In Global Management

Masters In Business Administration, Gpa: 3.50, Concentration In Global Management