Yunuen Valencia
Supplier Business Manager & Sr Program Manager @Hewlett Packard Enterprise
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WORK HISTORY
Supplier Business Manager & Sr Program Manager @Hewlett Packard Enterprise
Integrate the LATAM Spanish speaking Contact Center services with the Americas model. Stabilize regional results, yielding positive trends, reaching expected growth on Satisfaction scores (15%-30%), at the same time that the cost was reduced 25%. Create highly effective team work environment, with strong cross- functional interaction with Supply Chain and Support Category management. Ensure NPI and EOL cycles for LATAM in colaboration with Category Support. Drive the Contact Center innovation, creating better process alternatives and support tools in Spanish based on HP standards. Lead the partner account group, defining goals and contributions as a group and as team member when needed, coaching team members depending on their experience and skills. Multiple Projects delivered in compliance with the objectives and goals defined following PMI methodology. Accountable of Customer Satisfaction, operative KPIs results, and financial results of the Contact Center (Voice, Email, Chat, Order processing) for Spanish speaking customers in Latin America and US Hispanic community.
EDUCATION
Project Management Institute (PMI)
PMP Number: 1470781, Project Management
Universidad La Salle, A.C.
Bachelor of Engineering (B.E.), Computer Science
Thunderbird School of Global Management
Master of Business Administration (MBA), Latin American Studies
SKILLS
ABOUT YUNUEN VALENCIA
Obtaining a challenging full-time position leading teams in US or Mexico, applying skills and experience acquired over my 35-year career to business management, decision making, project implementation, and problem solving, involving interests in services and support areasSr. Business Manager Operations Management / Partner development / Project ManagerRegarded, results oriented leader with extensive experience in Supply Chain, Customer Service, and Technical Support management. With proven record of accomplishments on identifying solutions, planning strategies, and leading teams towards objectives using standard project management methodologies. Skillful on prioritize and communicate key information to stakeholders. Manage programs and projects that improve Customer Satisfaction while reducing costs and increase effectiveness and efficiency.Extensive experience managing large support operations, both in-house and fully outsourced, as well as relationship with third party service providers across different countries in America. Decision making based on analytical and engineering qualifications as well as on management experience. Certified project manager, determined to evolve and adopt changing trends through the use of different technologies and methodologies, leveraging market opportunities and implementing innovations on products and services. Demonstrated achievement in delivering multi-million-dollar projects on time, within budget, and with high customer satisfaction. Strong leadership and experience in the situation analysis, problem solving, team management, and negotiations.
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