Omir Lorente Email & Phone Number

Guadalajara, Jal., Mx

Ciudad De México, México

- Facilitar adaptación y gestión de expectativas ante cambios de la transformación.- Análisis y uso de datos de Voz del Cliente para definir y priorizar roadmap de producto.- Gestión dentro del modelo "Triadas" para proyectos con enfoque CX.- Construcción y alineación de objetivos estratégicos.- Gestión de tácticos con enfoque en el servicio.- Acompañamiento en adopción inicial de fundamentos CX en Canal de venta (B2B-B2C).

Ciudad De México, México

• I managed and led 5 direct reports to manage service level-two, on escalated cases.• Integration projects (CRM Salesforce, Medallia and Nectar Technologies).• CX Survey design and launching for new digital channels.• In charge to define users stories and readiness to launch features.• Implementation of resolution model in contact centers, based on data and E2E approaches. • Impulse CX 360° Culture, aligment and integration across the organization.• Data Analysis and… Show more • I managed and led 5 direct reports to manage service level-two, on escalated cases.• Integration projects (CRM Salesforce, Medallia and Nectar Technologies).• CX Survey design and launching for new digital channels.• In charge to define users stories and readiness to launch features.• Implementation of resolution model in contact centers, based on data and E2E approaches. • Impulse CX 360° Culture, aligment and integration across the organization.• Data Analysis and communication of CX indicators (NPS, CES, CSAT, FCR).• Implementation of the Voice Of the Customer data for making decision and prioritization.• Manage CX committe with leadership team to drive tactical and strategical actions.• Implementation of Customer Journey Maps.• Recover detractors cases and change perception by impacting with value. Show less

Ciudad De México, México

Understand business model, nature and implications of projects. Work as a translator and facilitator across different areas to build E2E frameworks, promoting data driven and customer centricity, enable strategical and tactical Omnichannel solutions.Challenges:• Incursion to the Retail segment.• Establish disciplines, synergy and perspective for a functional E2E integration.• Identify gaps by deeply studying and understanding customer journey and service blueprint. •… Show more Understand business model, nature and implications of projects. Work as a translator and facilitator across different areas to build E2E frameworks, promoting data driven and customer centricity, enable strategical and tactical Omnichannel solutions.Challenges:• Incursion to the Retail segment.• Establish disciplines, synergy and perspective for a functional E2E integration.• Identify gaps by deeply studying and understanding customer journey and service blueprint. • Work and enable Leadership team to touch down strategy across all company levels.Achievements:• Drive problem root cause and align correctives actions across different programs.• Integrate Customer Centric disciplines and Customer's voice.• Data based on OKR and KPI measurement to enable decision making.• Enable E2E integration across strategical initiatives implementation.• Manage communication and different project phases (Pilots, Production, etc).• Align commitment sense on every interaction based in business core propositions and values.• Integrate sistematically the commercial planification since strategical point of view. • Integrate a big transformation program to enable omnichannel solutions for Sam’s Club by understanding return and warranty process, identifying main gaps and opportunities to solve ideal stage, involving customer needs and company’s capabilities, setting the strategy across all key areas. Show less

Ciudad De México, México

Drive and manage Customer Experience programs and projects integration.Consolidate and provide portfolio status (twenty three strategical programs).Responsible to drive multidisciplinary groups by engaging CX approaches.Challenges:• Promote change management mindset.• Implementing PM good practices aligned to agility.• Full utilization of Customer Journey to design digital product, experiences and ecosystems.Achievements:• Short-time introduction to drive… Show more Drive and manage Customer Experience programs and projects integration.Consolidate and provide portfolio status (twenty three strategical programs).Responsible to drive multidisciplinary groups by engaging CX approaches.Challenges:• Promote change management mindset.• Implementing PM good practices aligned to agility.• Full utilization of Customer Journey to design digital product, experiences and ecosystems.Achievements:• Short-time introduction to drive programs with no previous Banking experience.• Assertive communicator by identifying project critical routes.• Customer Experience project integration with Customer Experience core Tools.• Create high value deliverables by implementing "Banorte's Celulas' CX Methodology".• Integrating data and key results to elaborate insights and scorecards for bussiness making decisions. • Identify root causes and aligning problem solving across multidisciplinary teams.• Reducing wastes and process gaps by using Quality and Lean criterias.• I designed a project prioritization tool in collaboration with cross functional partners. Show less

Ciudad De Guadalajara, Jalisco, México

Flex LTD is a Silicon Valley company and the second largest manufacturer in the world.I worked in the Metal Mechanical Division as Program Manager at Guadalajara Campus.Responsible for leading complex New Product Introductions for automotive and industrial segments, developing services like prototypes, piloting and mass production programs.I worked within a vertical integration business model, which allowed me to learn processes, regulations, and disciplines to deliver world-class… Show more Flex LTD is a Silicon Valley company and the second largest manufacturer in the world.I worked in the Metal Mechanical Division as Program Manager at Guadalajara Campus.Responsible for leading complex New Product Introductions for automotive and industrial segments, developing services like prototypes, piloting and mass production programs.I worked within a vertical integration business model, which allowed me to learn processes, regulations, and disciplines to deliver world-class quality products to customers.Challenges:• Complex and large automotive Tier 2 qualification process.• Incursion into escalated projects.Achievements:• Good speed to manage critical expedites and regain Customer trust.• Responsible to manage material forecast and demand analysis.• Keep accounts healthy with no delinquent Accounts payables.• IATF courses to meet quality automotive standards.• Manage financials-P&L to design and drive sales strategies.• Several project qualifications, such the first two Automotive programs for Customer FORD.• Successfull programs transferences from Flex Milpita's Design Center. Show less

Ciudad De Guadalajara, Jalisco, México

Ixia before its acquisition by Keysight technology back in 2017 hired me for representing the company at manufacturer’s site. On this role I supported engineering, design, supply chain and other verticals, working into a multicultural environment with partners based in U.S.A and Malaysia. I was responsible to manage the relationship with the manufacturer. I supported programs strategically placed in Guadalajara as part of supply chain localization and cost reductions needs.I also went very… Show more Ixia before its acquisition by Keysight technology back in 2017 hired me for representing the company at manufacturer’s site. On this role I supported engineering, design, supply chain and other verticals, working into a multicultural environment with partners based in U.S.A and Malaysia. I was responsible to manage the relationship with the manufacturer. I supported programs strategically placed in Guadalajara as part of supply chain localization and cost reductions needs.I also went very involved across manufacturing process, managing and supporting design, product qualification, large engineering changes. In charge of End Of Life programs and material life cycles.Challenges:• Incursion to OEM industry.• First point of contact for escalations and manage B2B relationship.• Assertive to communicate clear expectations for a correct alignment process.• E2E Support across Engineering and business Management.Achievements:• Coordinate communication within OEM and CM stakeholders to drive clear expectations.• Identify process gaps, drive correct documentation process and implement corrective actions.• Coordinate quality assessments across raw material and process.• Sinergia for learning know how with teams based in USA and Malaysia for successful implementations at CM factory.• Supervise vertical integration of NPI and qualifications at different phases.• Tactical and strategical supply chain experience such evaluate suppliers' localization, and warehousing model to reduce lead times and costs. Show less

Ciudad De Guadalajara, Jalisco, México

I managed high-low of mix and volume programs at EMS and Metal mechanical divisions. Responsible for leading tactical project management initiatives such communicate deliver commitments to customer, logistic coordination of large Finishes Goods across Europe, Asia, Canada and USA, PO data entry, forecast and demand management. Responsible to provide and negotiate quarterly quote pricing to the customer. Managing and coordinating end of life process of the project for customer Kodak. I… Show more I managed high-low of mix and volume programs at EMS and Metal mechanical divisions. Responsible for leading tactical project management initiatives such communicate deliver commitments to customer, logistic coordination of large Finishes Goods across Europe, Asia, Canada and USA, PO data entry, forecast and demand management. Responsible to provide and negotiate quarterly quote pricing to the customer. Managing and coordinating end of life process of the project for customer Kodak. I participated on the new product introduction process (NPI) for qualification and deliver to the mass production phases. In charge to communicate results and KPI across leadership teams, business partners and customers.Achievements:• 100% On time deliveries on expedited (non forecasted orders).• I contributed to grow the relationship with the customers, getting highs scores evaluations and exceeding customers' expectations.• Increasing 30% up to profit for spare parts program.• I participated on the Kodak EOL when they went into chapter eleven. My contribution helped to achieve all EOL phases and terms were successfully closed. Show less

Ciudad De Guadalajara, Jalisco, México

I led the customer service and administrative support to the operative management. Receiving orders from customers (PO), in charge to analyze and coordinate the logistics to determine the best and accurate services routing. In charge to provide KPI metrics to measure service and management performance for making decision, identifying opportunities to increase service level and taking opportunities into proper actions. I was involved in the material inventory stock for replenishment and… Show more I led the customer service and administrative support to the operative management. Receiving orders from customers (PO), in charge to analyze and coordinate the logistics to determine the best and accurate services routing. In charge to provide KPI metrics to measure service and management performance for making decision, identifying opportunities to increase service level and taking opportunities into proper actions. I was involved in the material inventory stock for replenishment and supporting by implementing a tactical supervision over regional operations, driving problem solving in the field. Show less

Ciudad De Guadalajara, Jalisco, México

As a jr team lead I developed skills through the end-to-end process in PCBA/SMT manufacturing. I also managed training and coaching to operators across different process. I learned how to operate different equipments and critical operations, such SMT, PTH process, 5DX, ICT, FT, PCBA repairs.I contributed to the quality process by leading failures modes analysis to find out issues root causes. I completed several certifications such IPC610 and others related to quality and PCBA… Show more As a jr team lead I developed skills through the end-to-end process in PCBA/SMT manufacturing. I also managed training and coaching to operators across different process. I learned how to operate different equipments and critical operations, such SMT, PTH process, 5DX, ICT, FT, PCBA repairs.I contributed to the quality process by leading failures modes analysis to find out issues root causes. I completed several certifications such IPC610 and others related to quality and PCBA manufacturing processes.I was in charge to communicate reports to lead team such yields, hour by hour and quality metrics. I got prepared in different methodologies such 5S, Six Sigma, Lean Manufacturing, Engineering Change Order and lean methods to deliver world class products. Show less

I worked during 4 years on this PyME company. The main achievement I had here was to raise sales from $200 pesos to $200K in a monthly basis into a six months window by levaring sales efforts engaging with different local companies. I supported the general administrative duties. I participated on the financial results and sales strategies. I raise and developed a healthy client portfolio for this Pyme company.

Lic. Ingenieria Industrial, Industrial Engineering

Certificación En Unfix Foundations, Estrategia Y Transformación Empresarial

Postgraduate Of Science In Management, Strategical Management

Okr Certification, Business Administration And Management, General

Técnico En Administración, Administracion De Negocios

Técnico En Informática, Informatics