Extensive experience in mapping, redesign, implementation and control of processes. Success in review, propose and implement process performance indicators (KPI's / SLA). Assertiveness in mapping and definition of strategic processes for the organization. Identification of critical points (root cause) and development impact and solution matrix, process performance dashboard, development of policies, standards and procedures manuals. Promoting change management and continuous improvement of processes using quality tools like Lean Six Sigma and BPM.
