Mario Valbuena

About Mario Valbuena

Senior leader of Customer Experience, Risk and Fraud Management Operations. Proven track record of process and customer experience improvement and innovation, project and change management and broad reaching strategic implementations. Expert driving culture, team empowerment, developing and connecting teams through an impactful vision. Believer of unlocking people’s potential to achieve organisations success.

Experience

1. Director Customer Excellence - Service Delivery

   Iron Mountain

   Oct 2022 — Present · Norcross, GA, US

   Lead the Service Delivery & Offboarding capabilities: Retentions, Billing Disputes, Work Order Management and Offboarding capabilities operated through local and Global Capability Model.Lead B2B Core lines of business, Data Center Billing Resolution & B2C service models as Head of Customer Experience at Clutter an Iron Mountain Company.Develop Customer Experience and Operational Excellence strategies, policies and standards to enhance Customer Experience.Develop the Workforce Management Structure and Capacity Plan for the Operations Team across North America & Latam.Define and set the communication and operation strategy for the Operations Team across North AmericaDrive changes in Operating Models across service structures across North America, India, and LatamAccomplishments:In 2024, developed a methodology and playbook to enhance operating models through detailed fact based analysis to create business cases that reflect areas of value creation through economies of scale, and expertise that have driven more than $3M in savings by changing operating models, leverage and integrate technology (robotics, AI and data visualization) to improve and scale solutionsIn 2023, designed and implemented performance visualization dashboards across all North America Care organization integrating multiple databases to show performance on demand to all levels in the organization to increase productivityPioneer Deploying Lean Management across Customer Care North America. Implemented Lean Management as a service turnaround strategy that improved productivity by 60% across 250+ team members that led to create capacity worth of $2.5MIncreased Self-Service adoption in 2024 by 60% YoY across the Archival Shredding work order management capability

Education

• Fundación Universitaria Los Libertadores

  Economics and International Trade

  2007 — 2013

• MIT Professional Education

  Applied Data Science Program, Data Science

• Villanova University

  Six Sigma Green Belt, Six Sigma

• Universidad Distrital Francisco José de Caldas

  Gestion Ambiental y Servicios Publicos

  2003 — 2008

• Georgia Institute of Technology

  Master of Science in Analytics

• Universidad Sergio Arboleda

  Master of Business Administration, Business Administration and Management, General

Skills

• Negociación
• Estrategia Empresarial
• Team Leadership
• Gestión De Proyectos
• Planificación Estratégica
• Administración Y Dirección De Empresas
• Project Management
• Strategic Planning
• Liderazgo De Equipos
• Servicio De Atención Al Cliente
• Customer Service
• Investigación Y Desarrollo
• Microsoft Excel
• Logística