Jose Alberto Said Madrid
Industrial And Systems Engineer
Santa Cruz de la Sierra
Summary
Demonstrated Industrial Engineer offering extensive knowledge in business development and strategic planning. Adept at analyzing data and performance metrics to obtain a complete business overview. Astute leader and visionary skilled at assisting business executives in fundraising ventures. Proficient in managing and building lasting relationships with vendors. Dedicated to improving efficiency and maximizing performance.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Chief Operations Officer
Koban S.A
Santa Cruz de la Sierra
07.2023 - Current
- Management of daily operations and process improvement
- Coordination with IT for new developments and strategic adjustments
- Development and implementation of new policies and procedures
- Management of strategic projects and launch strategy
- Successfully launched first 5 users with live transactions.
Customer Service & Processes Subofficer
Banco Fassil S.A
05.2023 - 07.2023
Head of Customer Service & Processes
Banco Fassil S.A
Santa Cruz de la Sierra
07.2019 - 05.2023
- Responsible for managing and proposing projects that have positive impacts on core processes of our organization
- Promote change and efficiency throughout the organization with customer-centric approach at all levels
- Administration and maintenance of documental structure through policies, procedures, and others
- Strategic planning for customer service improvement across operational processes
- Complaints management at national scale
- Achievements: Consolidated successful average rate of 45 NPS and 90% satisfaction level among all customer contact channels for 3 years in a row; call center, branches, complaint resolution service, mobile application, loan requests and ATM service
- Implementation of high-end contact center with NPS score above 60 and a 90% satisfaction rate
- Evaluation and deployment of workflow software to automate pain points for both internal and external customers
- Reducing processing times and positively impacting customer service levels
Process Engineer
Nestle S.A
Santa Cruz de la Sierra
08.2018 - 05.2019
- Responsible for the performance and continuous improvement of diverse high output lines
- Analytics and reporting of KPIs related to the different aspects of the lines such as Safety, productivity, machinery and efficiency.
Coordenador De Processos
Nestle S.A
Marilia
09.2017 - 07.2018
Process Engineer
Nestle S.A
Santa Cruz de la Sierra
07.2015 - 08.2017
Quality Assurance Specialist
Fagal S.A
Santa Cruz de la Sierra
02.2015 - 07.2015
Education
Industrial & Systems Engineer -
Instituto Tecnologico Y De Estudios Superiores De Monterrey
01.2010 - 12.2014
Bachiller en Humanidades - undefined
Colegio Aleman
Investigación de Mercados y Comportamiento del Consumidor - undefined
IE Business School (Coursera)
Google Project Management - undefined
Google Digital Academy
Digital Product Management - undefined
Universitiy of Virginia (Coursera)
ProcessMaker Certified Advanced Architect - undefined
ProcessMaker
Engineering Project Management - undefined
Rice University (Coursera)
Digital Competition in Financial Services - undefined
Copenhagen Business School (Coursera)
Comunicación Efectiva para el Líder Actual - undefined
Tecnologico de Monterrey
Skills
Strong Communication SkillsIT Project ManagementCustomer ServiceAgile MethodologiesCritical ThinkingEngineering Project Management
Business planning
Budgeting
Operations management
Details
Edif. Macororo 9 - 2A, Santa Cruz de la Sierra, Bolivia, +59177001196, jose_said_m@hotmail.com, 08/19/91, Monterrey, Mexico, Mexico/Bolivia, Available for business travel, https://www.linkedin.com/in/josealbertosaid/
References
- Limberg Fernando Vaca, Santa Cruz Telis S.A, 72136774
- Paula Cecilia Gutierrez, Banco Fassil S.A, 77365284
- Fabio Teran, Nestle S.A, 72197751
- Ruben Jaldin, Banco Fassil S.A., 70920222
Timeline
Chief Operations Officer
Koban S.A
07.2023 - Current
Customer Service & Processes Subofficer
Banco Fassil S.A
05.2023 - 07.2023
Head of Customer Service & Processes
Banco Fassil S.A
07.2019 - 05.2023
Process Engineer
Nestle S.A
08.2018 - 05.2019
Coordenador De Processos
Nestle S.A
09.2017 - 07.2018
Process Engineer
Nestle S.A
07.2015 - 08.2017
Quality Assurance Specialist
Fagal S.A
02.2015 - 07.2015
Industrial & Systems Engineer -
Instituto Tecnologico Y De Estudios Superiores De Monterrey
01.2010 - 12.2014
Bachiller en Humanidades - undefined
Colegio Aleman
Investigación de Mercados y Comportamiento del Consumidor - undefined
IE Business School (Coursera)
Google Project Management - undefined
Google Digital Academy
Digital Product Management - undefined
Universitiy of Virginia (Coursera)
ProcessMaker Certified Advanced Architect - undefined
ProcessMaker
Engineering Project Management - undefined
Rice University (Coursera)
Digital Competition in Financial Services - undefined
Copenhagen Business School (Coursera)
Comunicación Efectiva para el Líder Actual - undefined
Tecnologico de Monterrey