profile

Gabriela Currado

Project Manager - Business Process Analyst

Buenos Aires, Argentina

Skills

Customer Satisfaction

Leadership

Project Management

Business Process

Languages

Awards

Activities

About

Analytical and proactive professional with over 5 years’ experience in analysis, design and process optimization in companies of different industries, leading international projects of various difficulty levels. Experience in managing CRM operations encompassing design and implementation of processes and applications, training and leadership of multicultural teams. Ability to add value to the organization through the creation and implementation of initiatives keeping customer satisfaction as main focus.

Education

Instituto de Formación Técnica

Associate Degree in Business A , Associate Degree in Business A

December 2010 - December 2010

Experience

SR PMO Consultant

IBM Argentina - YPF SA , Buenos Aires

August 2014 - April 2015

• Check embodiment, progress and quality degree of the projects, participating in the functional and technical design, commissioning, production and user support defining change control procedures and its proper adherence. • Monitoring and control of resource allocation for projects. Coordinate internal and external teams’ work, by contributing to communication management, achieving an integrated, motivated and trained team. • Provide project management information to Stakeholders generating and distributing consolidated weekly status reports. • Identify and evaluate issues and risks at a project level, suggesting mitigation actions; track the actions of resolution and mitigation.

Monitoring and control
• Identify and evaluate issues and risks
• Identify and evaluate issues and risks
Business Process Analyst

IBM Argentina - CEMEX Colombia , Buenos Aires - Bogotá

January 2013 - July 2014

• Standardize and optimize processes for CRM Cemex operation for six countries in LATAM making use of Six Sigma techniques and COPC guidelines. • Define and implement OpenSpan and IVR solutions. • Ensure compliance with business processes. • Direct groups of specialist from various countries. • Customer interface focal point.

Solution Design
Process Optimization
Project Management
Business Process Manager

IBM Argentina - GM Cars , Buenos Aires

November 2009 - December 2012

• Ensure business processes’ compliance. • Achieve customer metrics established for the three Contact Centers located in different geographies. • Lead and implement various projects to improve customer satisfaction using a fundamental set of tools and techniques such as Business Process Management (BPM) & Lean Lean Six Sigma.

Process Optimization
Project Management
Customer Focal
Team Manager

IBM Argentina - GM CARS , Buenos Aires

June 2007 - November 2009

• Provide technical support and sales consulting services for GM dealerships in the USA. • Identify, establish and run activities to achieve goals and metrics set by the client. • Lead and motivate teams, developing methods of coaching. • Keep the team consistently aligned with the strategic direction set by the client.

Team Management
Customer Satisfaction
Metrics Achievement

Workplace personality

100+

Company Size

12

Day Length

25+

Team Size

Loud

Noise Level

Formal

Dress Code

Benefits

Relocate

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