Roy Flores

Experience

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  Datascension, Inc.

  Jan 2004 - May 2011

  People Operations Manager

  Summary:Dedicated Market Research Operations Manager with a proven track record of selecting appropriate research methodologies and techniques to meet defined business objectives. Skilled in designing qualitative and quantitative research plans for products across all stages of development. Experienced in collaborating with clients, vendors, and project directors to ensure successful execution of fieldwork initiatives. Proficient in interpreting data, authoring reports, and providing actionable recommendations to clients. Known for exceptional client management, quota and sample control, and project management skills, with the ability to lead teams of up to 200 people.Experience:Market Research Operations Manager - Communicated with clients to understand and document business objectives, ensuring alignment with research initiatives.- Selected appropriate research methodologies and techniques based on project requirements, leveraging qualitative and quantitative approaches.- Designed comprehensive research plans for products in all stages of development, including the creation of research questionnaires and moderator guides.- Collaborated with Project Directors to oversee fieldwork initiatives, ensuring adherence to project timelines and objectives.- Interpreted collected data, authored reports, and delivered actionable recommendations to sponsoring clients.- Managed client relationships, quota and sample control, and generated client reports using a variety of tools.- Utilized data analysis to make critical decisions and ensure project success within established deadlines.- Provided constructive criticism and coaching to employees, supporting their professional development and growth.Skills:- Market Research Methodologies- Qualitative and Quantitative Research Design- Client Engagement and Management- Project Management- Data Analysis- Report Writing- Strategic Planning- Time Management and Deadline Adherence Show less

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  WNS Global Services

  May 2011 - Oct 2019

  SITA Summary:IT Service Desk Manager with a strong background in administering IT service desk operations and overseeing the entire incident/ticket life cycle. Experienced in performance management, service level optimization, and ensuring operational excellence in alignment with contractual agreements. Skilled in leading cross-functional teams to drive process improvement initiatives using lean sigma concepts. Known for effectively coordinating support teams, including Workforce Management (WFM), Quality (QA), and Training, to deliver high-quality service and support to customers. Experienced in mentoring teams for ISO 20000 audit processes and maintaining budgetary adherence. Experience:IT Service Desk Manager | WNS (SITA Client)- Administered the IT service desk and managed the entire incident/ticket life cycle, ensuring efficient resolution and customer satisfaction.- Led a team responsible for performance management, service levels and overall operation.- Implemented lean sigma concepts to identify and eliminate roadblocks, waste, and defects in processes, driving operational efficiency.- Coordinated with support teams including Workforce Management (WFM), Quality (QA), and Training to optimize daily operations and performance.- Developed and implemented departmental procedures, quality standards, and training plans to ensure process compliance and excellence.- Mentored teams for ISO 20000 audit processes, enforcing workplace policies and procedures.- Oversaw training and professional development activities for employees, ensuring skill enhancement and career growth.- Managed departmental budget and approved project plans, tracking project progress and submitting regular progress reports.Skills:- IT Service Desk Administration- Incident Management- Performance Management- Process Improvement- Lean Sigma Concepts- Customer Communication Enhancement- Cross-Functional Team Leadership- Quality Assurance- Project Management Show less AVIS/Budget Reservation Center Operations Manager.As the Global Reservation Center Operations Manager, I was responsible to oversee the daily operations of the global reservation centers. My primary responsibility was ensure that the reservation centers operate efficiently, deliver exceptional customer service, and meet performance targets. I led a team of dedicated professionals, implement process improvements, and collaborate with various departments to enhance overall service quality.Key responsibilities - Manage the day-to-day operations of global reservation centers, ensuring smooth and efficient processes.- Lead, mentor, and develop a team of reservation agents and supervisors, fostering a positive and productive work environment.- Monitor and analyze key performance metrics, implementing strategies to achieve and exceed targets.- Collaborate with other departments, such as marketing, IT, and customer service, to streamline operations and improve the customer experience.- Develop and implement training programs to ensure staff are equipped with the necessary skills and knowledge.- Handle escalated customer issues and complaints, ensuring timely and satisfactory resolutions.- Identify and implement process improvements to enhance operational efficiency and service quality.- Prepare and present regular reports on reservation center performance to senior management.- Stay up-to-date with industry trends and best practices to maintain a competitive edge. Show less

  • Technical service delivery manager

    May 2014 - Oct 2019

  • Senior Manager Business Operations

    May 2011 - May 2014
• 

  Amazon

  Oct 2019 - now

  Summary:Dynamic Process Enhancement Strategist with a proven track record of developing and implementing strategies to optimize performance and reduce costs within the Power-Industrial-Vehicle-Technologies sector. Skilled in leading cross-functional teams to investigate shortfalls, analyze spending and repairs, and establish standards for organizational processes. Experienced in assessing business functions and recommending improvements through collaboration with senior leaders and quality specialists. Proficient in managing multiple improvement projects simultaneously, coordinating with diverse stakeholders to drive impactful change within Amazon. Known for conducting measurement and pilot testing procedures to identify opportunities for enhancing production efficiency and cost-effectiveness.Experience:- Developed and implemented process enhancement strategies for the Power-Industrial-Vehicle-Technologies team, focusing on optimizing performance and reducing costs.- Led cross-functional teams to investigate shortfalls, analyze spending and repairs, and establish standards for organizational processes.- Managed multiple improvement projects simultaneously, coordinating with diverse stakeholders within Amazon.- Conducted measurement and pilot testing procedures at fulfillment and distribution centers to identify opportunities for improving production efficiency and cost-effectiveness.- Introduced new metrics for evaluating efficiency and collaborated several teams.- Utilized advanced statistical analysis and expertise in Lean and Six Sigma methodologies to drive continuous improvement initiatives, focusing on enhancing quality, reducing lead time, improving on-time delivery, and minimizing overall costs.Skills:- Process Enhancement- Lean Six Sigma Methodologies- Cross-Functional Leadership- Project Management- Data Analysis- Training and Development- Continuous Improvement- Stakeholder Collaboration- Cost Reduction Strategies- Quality Improvement Show less Summary:Dedicated Continuous Improvement Specialist with expertise in developing and implementing Lean manufacturing and Six Sigma methodologies to drive operational excellence. Skilled in facilitating process improvement teams and providing assistance to project team leaders. Experienced in designing and implementing corrective action plans to eliminate wasteful or ineffective practices, processes, and procedures. Proficient in creating and implementing training and staff development programs to foster a culture of continuous improvement. Known for identifying and implementing new innovative technologies and processes to enhance operational efficiency.Experience:- Developed and implemented Lean manufacturing and Six Sigma methodologies in day-to-day operations, focusing on driving continuous improvement and operational excellence.- Facilitated process improvement teams and provided assistance to project team leaders, ensuring effective problem-solving and implementation of improvement initiatives.- Designed and implemented corrective action plans to eliminate wasteful or ineffective practices, processes, and procedures, resulting in increased efficiency and cost savings.- Identified and implemented new innovative technologies and processes to streamline operations and improve overall performance.- Led and executed Lean Six Sigma (LSS) initiatives by engaging with senior leaders across the enterprise, identifying Lean-related business challenges, conducting fact-based analyses, and developing actionable recommendations for improvement.Skills:- Continuous Improvement- Six Sigma Methodologies- Process Optimization- Project Management- Problem-Solving- Innovation- Stakeholder Engagement- Leadership Show less Summary:Passionate Performance Improvement Specialist with expertise in analyzing, maintaining, and enhancing organizational performance to drive financial growth and quality improvement. Experienced in implementing changes in workflows, SOPs, and policies to maximize operational efficiency. Skilled in leading essential projects for large-scale organizations like Amazon's Selling Partner Trust, Abuse, Risk, and Reviews (S.T.A.R) team. Proficient in driving continuous improvement initiatives using Gemba, Kaizen, and other methodologies to optimize processes and systems. Adept at developing plans, budgets, and schedules for projects aimed at improving existing processes. Known for supervising and directing cross-functional teams to ensure optimal performance and efficiency. Demonstrated ability to lead change management projects and influence processes at both departmental and organizationalExperience:- Analyzed, maintained, and improved organizational performance, focusing on financial growth, quality improvement, and unnecessary contact reduction.- Assessed and monitored business performance, analyzing practices to implement changes in workflows, SOPs, and policies for maximum efficiency.- Implemented Gemba, Kaizen, and Continuous Improvement Learning & Development initiatives to drive process improvement within the team.- Supervised and directed the Continuous Improvement Team department, ensuring optimal performance and efficiency.- Acted as a leader and coach, influencing safety practices and fostering a culture of continuous improvement and excellence.- Participated as a facilitator in continuous improvement projects with significant impact, utilizing methodologies such as Gemba and 5S.Skills:- Performance Improvement- Continuous Improvement- Process Optimization- Project Management- Gemba and Kaizen Methodologies- Budgeting and Resource Management- Stakeholder Engagement- Risk Assessment and Mitigation- Leadership and Coaching Show less

  • 'Power-Industrial-Vehicle-Technologies' (PIVT) Continuous Improvement Program Manager

    Aug 2022 - now

  • Sr ACES Team - Continuous Improvement Manager

    Oct 2019 - Aug 2022

  • Sr Anti-Fraud Investigations People Manager

    Oct 2019 - Jun 2020