Roberto Flor, Pmp Lssgb Email & Phone Number

Texas, United States

Irving, Tx, Us

• Enhancing Patient and Associate Experience, Expertise in leveraging cutting-edge, open-source GenAI models to train, query, and extract valuable insights, addressing a variety of use cases.• Leading strategic planning and execution of Information Services innovative initiatives in alignment with organizational goals and strategy.• Overseeing the Strategic Business Analysts within the Innovation group, providing direction and support to ensure alignment with innovation objectives.• Partnering with executive leadership and operational teams to understand needs, share insights, and align innovation efforts with organizational priorities.• Facilitating design thinking and Value Stream Mapping sessions that empathize with users, define their needs, and ideate on solutions to address those needs.• Leading the process from concept to commercialization for innovative initiatives, ensuring effective handoff and integration into business operations.• Developing and executing strategies to cultivate an innovation culture within the organization, including training programs on creativity, business models, and prototyping.

Hickory, North Carolina, Us

• Led Managed Services and program management for Indoor Wireless Network solutions. Ensuring high quality services for SaaS, consisting of 24x7 NOC, field services, incident management, network implementation, and technical training.• Oversaw pre-sales, RFPs, SOWs, pricing, contract negotiation and renewals.• Drove SaaS roadmap strategy and definition• Managed Agile and Predictive end to end projects deliveries, collaborating with stakeholders and partners to bring value to customers, sponsors, and stakeholders.• Applied Lean principles to enhance efficiency, reduce waste, and improve overall project outcomes.• Data Analytics Integration: Leveraged advanced data analytics and sentiment analysis to identify business trends and correlations with customer feedback, for business improvement initiatives.• Strategic BI Reporting: Designed and implemented storytelling dashboards and comprehensive reports utilizing Power BI, DAX, Power Query, and R for effective ETL processes. Integrated datasets across multiple sources including CRM, SAP, Sales, Survey Monkey, Medallia, NOC, and Technical Support

Ashburn, Virginia, Us

Led Latin America on Digital Transformation adoption through Analytics, Automation and Lean.Identified client's needs, partnered with account leaders and product teams to transform, and implement products and services, reducing, waste, costs.Organizational Leadership, directing and coordinating people across the organization. Communicating to stakeholders, collaborating with local internal organizations to oversee the portfolio of solutions for the top DXC clients in the region.Conducted DMAIC and lean methodologies on improvement projects maximizing value and gains.Project Management utilizing Agile methodology to deploy product and service automation, driving growth competitiveness for DXC, quality and performance to Banks, Mobile Operators, Mining Companies, Retail.Implemented partners solutions and managed hundreds of custom RPAs automations from simple tasks to Artificial Intelligent and Cloud solutions. Lowering manual work prone to errors, improving speed with efficiency and freeing up resources to focus where it matters.Delivered automation solutions such as Run Book Automation and Automated Incident resolution, reducing repetitive tasks related to Alert, Event, Incident, Change, Patch and Reporting.

Espoo, Southern Finland, Fi

Accountable for the quality of Mobile Network delivery services to Tier1 and Tier 2 Mobile Network Operators.Increased customer Satisfaction through quality improvements projects, utilizing Lean Six Sigma (DMAIC), enhancing business practices, driving internal process improvements across multiple teams and functions, for better services and products.• Reduced network migration failure rate from 31% to 9.8% with cost savings of $826,800 implementing findings from Lean Six Sigma project.• Increased deployment performance by 25%, optimizing process engineering, from supply chain to installation crews. Improving planning, training, and adoption of the company tools for tighter control.• Achieved 19% increase on vendor's service installation performance reducing defects, creating short training videos on top issues along with tailored vendor's improvement plan.• Led Cost of Poor-Quality improvements, increasing gross margins, reducing rework and on time delivery.• Awarded Nokia Mobile Networks Business Excellence. Category Breakthrough by the President of Nokia Mobile Networks, 2018 "AirScale" Project Scalability, For 51000 site migration, across multiple customers

Espoo, Southern Finland, Fi

Led Customer Perceived Value improvements for Latin America and North American customers.• Increased Customer Perceived value by 29%, listening what customer wants (value) via top executives and operational surveys, eliminating waste, improving root cause analysis of main issues.• Reduced customer complaints by 17% related to Global Delivery Centers support issues. Ensuring supporting teams had deep knowledge of customer's network for faster resolution and aligning key support contacts for each customer account.• Planned and led internal and external on Management systems, ISO9001, TL9000 audits for certification and maintenance of the certifications.• Achieved ISO9001 and TL9000 compliance and re-certification over 18 audits.• Created Quality Plans and quality control for products and services.• Reduce hardware failure rate by 23%, meeting expected Mean Time Between Failure. Collaborating with customers, local testbed, repair center to investigate high HW return, finding root cause, implementing actions, controlling, and tracking until resolution.• Received Execution Excellence Award for 'Execution Excellence' with respect to Customer's Migration recovery plan and actions. Clearly going above and beyond - Nokia VP of Quality.

Espoo, Southern Finland, Fi

• Managed quality projects, Implementing and improving processes automation of Method of Procedure, process documents, to meet Service Level Agreements for software and hardware on project installation and upgrades, resulting in 26% deployment rate success increase to largest US telecom operator.• Championed Global Care Software change management.• Managed resources and cost allocation for remote software upgrade utilizing Global Network Operation Center, improving project delivery quality, allocating right resource skill

Espoo, Southern Finland, Fi

Led improvement project reducing turnaround time to collect cash on E2E process, from order intake, project life cycle, invoicing until cash in the bank. • Reduced 183 days on PARD (Project Asset Rotation Days) on Nokia’s customer account in Latin America, creating and tracking scorecards, improving data correctness and updating time on project tools, reducing data backlog, improving supply chain to deliver right product in the right time, clearing road blocks on customer acceptances, and reducing final acceptance turnover which resulted on a shorter timeline for customer payment release, generating more cash for the company.

Espoo, Southern Finland, Fi

Managed customer accounts, for products and services deployed in Nokia's Tier1 and Tier2 customers.Single point of contact, leading engineers, technical managers, and Project Managers.Accountable for revenue forecast, profitability & loss, sales and contracts renewals, incident, and escalation management. Consistently meting SLAs, KPIs targets, profitability, and Customer Experience.Led multiple projects and concurrent customer projects, escalations, and technical support of complex issues, in technical areas such as, Core, Packet Core and RAN products and services. Collaborating with cross functional teams, R&D, Product Line, sales, supporting engineers and executives.• Developed business, sales and P&L accountability of multimillion-dollar contracts. Contract renewal negotiations, third party management.• Managed global teams on multiple and complex customer projects. Improving processes, controlling costs, achieving project profitability above targets. • I coached less experienced team members, and I contributed with Customer Program Manager development finding gaps as Lead Assessor.• Managed Services for a multimillion-dollar year third party contract, ensuring high level services on First Line Maintenance and dispatch team.• Delivered outstanding service quality to customer, improving customer satisfaction, which was key on customer’s decision to swap Nokia’s competitor circuit switch products.

Worked for wireless telecom operator since the start-up, supporting production subsystem of AMDOCS billing system solution. Prepared impact plan evaluation of Telet’s marketing campaigns. Provided technical management to a team of software engineers. Provided oversight on audit and control system mechanisms for revenue assurance.

Master'S Degree, Software Development

Bs, Computer Science