Oswaldo Galan Email & Phone Number

Wellington, Fl, Us

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Guatemala Area

Responsible for portfolio growth and the transformation of the acquisition process to digital.In charge of 2 different loans strategies: Consumer and Payroll loans, designing workflows,communication strategies and new products through agile projects working with different areas to pitch initiatives to senior management, achieving growth of 30%-50% per year, achieving growth above market trend.Product owner in agile projects leading the digital transformation of the productCross-functional leadership working with sales, risk, finance, marketing, IT, PMO and development teams to develop metric and market-based initiatives that helped grow the lending portfolio by 400% in 5years

Guatemala

Entrepreneurial project focused on consulting and development of Marketing offering solutions and services such as Digital Marketing, SEO, SEM, Community Management, Consumer Engagement, Digital Strategy, Brand Awareness, Web optimization, web development (Drupal, CSS), BTL, events and everything related to make your brand succeed. Working with different clients from various industries such as beverages, funeral industy, BPOs, education and others.

Guatemala

In charge of Sales and Product Management for Grupo TRT, leveraging from algorithmic forecasting to design effective strategies focusing on Credit Card services to Banrural customers, the largest bank in Guatemala. Among the main roles are:1. Design of credit card sales model for Banrural's +1,000 branches2. Design of commercial structure and strategy for all channels: face to face, telemarketing, sales support, commercial alliances, payments, profitability and more3. Portfolio acquisition, retention, customer profitability, through commercial discipline, strategies, process automation and segmented promotion4. Development and implementation of predictive algorithms to ensure efficiency with development and BI teams5. Segmentation of portfolio

Guatemala

Participation during the transformation of the Consumer Bank of Citi Guatemala to Banco Promerica de Guatemala. With the main responsibilities highlighted as follows:1. Providing overall performance to Senior Management to highlight the portfolio trends, goal compliance and growth opportunities for the Consumer Bank.2. Ensure the synergy and efficiency between product and sales performance through analytics and tools delivered by the Business Intelligence team.3. Delivering analytics models that help each area of the consumer bank to be able to perform better, identify opportunities and reduce their operative tasks to improve productivity overall.

Guatemala

In charge of implementing and developing the Performance Support unit, responsible for KPI measurement, design and result communication for the Sales, Support and Distribution areas of the Consumer Banking division. Among the most relevant achievements are:1. Implementation of Performance Support unit, becoming the standard structure and operation for the region’s Consumer Banking2. Automation and optimization of sales channel’s commission payroll, reducing payroll issues on a 50% and man-hours on 20% on the first 3 months3. Creation of Portfolio Management tool for several sales channels with real time reporting with organic content, and cross platform information for Sales rep and Commercial management4. Successfully developed and implemented a regional of cloud reporting via MS Sharepoint and DWH tools to facilitate most KPIs with real-time personalized views to all organizational levels.5. Control other operative, service and sales KPIs from all Consumer Banking Sales and Distribution channels, including alternative channels through 5 strategic dashboards

Guatemala

Implementation of KPIs and reporting for Distribution Channels and Retail Product Management with operative, service and commercial scope. As a member of this units, some of the most relevant achievements are:1. Creation and implementation of reporting to eliminate several manual operative processes, such as Branch cash monitoring, cash requests, Distribution Channels SRO, among others.2. Implementation and measurement of KPIs and C-level presentations with the results of Distribution Channels and Consumer Banking products, with support to the ATM network and extended network.3. Definition of commercial strategies to optimize the current client’s relationship and get new prospects, through existing client analytics, ecosystem and local benchmarks

Guatemala / Panama

Shift Manager: Managing the service and operative performance by assuring adequate supervision with a 365 days a year coverage and 3 teams with 75FTEs and their performance to comply with the client's KPIs and company's billing requirementsWorkforce: experience on 5 different projects, managing several teams, mentoring and developing workforce staff from all accounts (+20 at the time), developing reporting, staffing and real time tools to implement several new accounts in different countries as well as the first Global Command Center. The following tasks can be highlighted:• Supervise the standardization as well as client-specific reporting, including trends identification and consumers behavior to align strategies and efficiently manage the operation• Transformation of customer service profiles to sales performance, implementation of commercial strategies, controls and development plans with a starting ramp-up of over 100 FTEs• Process improvement for a telemarketing account• Implementation and evaluation of action plans, process automation, reporting and re-auditing operative, financial, and quality management processes• Implementation, development and management of the reporting department on an account for a Telco with 300+ FTEs in Guatemala• Support to Nicaragua, Honduras and El Salvador sites to complete 500+ FTEs by developing constant strategies, Staffing and Planning analysts to complete the team and perform with them real time monitoring, analysis, reporting and metric improvement plans• Internal consulting, statistics, reporting, analytics, support and reporting auditing of all of the company’s accounts (20+) at a regional level with results and performance analysis to board of directors• Implementation of the first Panama account with 100 CSRs, interviewing and selecting a team of 4 Workforce Analysts, developing and automating reporting tools to measure KPIs and staffing payroll and performance bonuses

Guatemala

Support on resolving tickets, and IT projects with new and existing accounts, as well as assigned projects

Guatemala

Implementation of new account with 75FTEs, handling schedules, staffing adherence and Service Agents payroll based on worked hours and performance bonuses. Automation of reports through CMS reporting with Excel an VBA automation to handle .txt reports and database connections

Guatemala

• Back Office: In charge of campaign auditing for a rebate account• Customer Service Representative: as the name states, telephone customer service and support for a rebate account

Master’S Degree, Marketing/Marketing Management, General, Master

Degree focused on business efficiency and profitability through the correct use of digital marketing strategies focused on engagement.

Bachelor’S Degree, Business Administration And Management, General, Bachelor

Bachelor’S Degree, Telecommunications Management