Jorge García Muñoz - Black Belt - Scrum Master

Experience

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  Sitel Corporation, S.A.

  Jan 2005 - Aug 2008

  Forecaster / Operations Analyst

  - Optimized workforce efficiency by up to 90% through forecasting and scheduling improvements.- Integrated operational processes across Colombia, Spain, Chile, and Panama.- Preparation of call Forecast with 95% precision based on trends and services implemented by various accounts (ONO, Vodafone).

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  Tetra Pak

  Jun 2009 - Aug 2009

  Marketing Consultant

  - Conducted market research across 5 countries, identifying a 10M+ liter potential market for dairy products- Market Research for the INCAPARINA Value Chain in Guatemala highlighting potential and advantages between the liquid version and the powder version.

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  Tetra Pak

  Oct 2009 - Dec 2009

  Strategy Consultant

  - Led process evaluation for customer satisfaction enhancement in commercial and technical support (methodologies definition and measure performance).

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  Excel Automotriz

  Sept 2010 - Jun 2011

  Marketing Business Analyst

  - Developed pricing and sales strategies, increasing vehicle sales by 5%.- Conducted consumer trend analysis to optimize product offerings.

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  BAC Credomatic

  Jun 2011 - Jul 2021

  - KPI’s development for the execution of high-impact initiatives on customer loyalty with collection of liabilities of more than $3,000,000 during the first half of 2021.- Using Agile methodologies, I implemented Power BI, reducing data processing time from weekly to daily, accelerating decision-making- Managed a $4.5M ATM budget, cutting costs by 15% through supplier negotiations.- With Lean Six Sigma tools, I led a digital transformation project, shifting 23% of transactions from traditional to self-service channels. Show less

  • Optimization and Alternate Channel Manager

    Aug 2019 - Jul 2021

  • Optimization and Business Development Manager

    Jun 2016 - Aug 2019

  • Sub Project Manager

    Jun 2011 - Jun 2016
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  DSJT Soluciones Empresariales

  Oct 2021 - Feb 2023

  Project Manager

  - DAVIVIENDA PANAMA, as a Scrum Master, I led Digital Transformation in the mobile app, increasing NPS by 10pp and new clients by 7%.- ENSA Panama, I conducted market analysis to identify business expansion opportunities (Microcredit/Microinsurance).- APC (Panamanian Credit Association) I anaged migration of banking clients to WebServices, improving data integrity.

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  FinSANA

  Feb 2023 - May 2024

  Operation and Collection Manager

  - Reduced customer complaints by 80% by enhancing CX with self-service tools and process automation.- Achieved 100% OKRs for two consecutive quarters, ensuring business alignment.- Cut fraud rates by 6 percentage points through advanced corporate system enhancements.

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  TVS Motor Company

  May 2024 - now

  Latin American Project Manager

  - Leading HubSpot implementation across Latin America, driving digital transformation.- Developing and executing a digital adoption strategy to enhance operational efficiency.- Spearheading a brand relaunch in partnership with LOBUENO Group.- Integrating financial technology solutions for Mexico through fintech partnerships.