Peter Munoz Email & Phone Number

Mexico City, Mexico

● Designing and implementing of employee performance follow-up plans to specify objectives, timetables, and deliverables● Generation and execution of KPI follow-ups, SLAs, and customer satisfaction plans● Development of monitor parameters for core business processes such as performance, availability, and exceptions● Directly responsible for the management and monitoring of BSCs as well as the coaching and mentoring of mid-tier employees, including professional development plans● Directly trained and managed 5 supervisors while leading a total staff of 25 team members● Identification and generation of business opportunities including new projects and new resources● Generation of smart organization charts to allow the company to cover the needs of the market and the customers

Mexico City, Mexico

● Assessment of positioning for new opportunities of new services● Generation of standardized operational processes based on ITIL best practices● Management of human resources through performance plans● Responsible for the roll out of the BSC strategy in eight lines of business● Design and implement management models, based on the BSC strategy ● Enabled automated and manual monitoring tools and dashboards for core business processes such as performance, availability, and exceptions● Generated communication and escalation plans

Mexico City, Mexico

● Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and 9-member management team with related direct reports● Implement the BSC strategy to monitor the general performance of the account● Provision of staff for the provision of remote and on-site services● Design of performance follow-up plans for employees● Plan and execute of end-customer training ● Delivered continuous feedback to the assigned team, including skills and opportunity areas to be developed

Caracas, Federal District, Venezuela

● Delivery of onsite and remote SAP Services● Assistance of high-ranking users regarding the impact of these projects on their companies● Responsible of end-customer training train● Link for specialized support and risk mitigation● Management of SAP implementation and maintenance projects● Manage the portfolio of SAP products and services● Participate in the generation of technical proposals for pre-sale support

Perfeccionamiento De Competencias Gerenciales

Activities and Societies: PCGPerfeccionamiento de competencias gerenciales

Sap Netweaver Academy

Universitaria, Information Technology