University of Informatics Sciences

Universidad de las Ciencias Informáticas

Director of Leads Ops at HolaDoctor, Inc.

As the Vice President of Operations, she is tasked with managing multiple departments, staff, and projects within the company. She will manage the Insurance operations align to the business Mission, strategy, and processes. She will oversee the operational processes of the organization. She will be responsible for the following processes and tasks: 
- Leading different departments: Training, Insurance Sales, Quality Assurance, Retention, and Customer Services. 
- Budgeting for multiple projects, including monitoring and controlling costs. 
- Creating and implementing a strategic plan to grow the Sales and Retention KPIs. 
- Work closely with Human Resources to implement and refine company policies and procedures 
- Work hand to hand with the Performance Marketing department to generate enough Leads to support the Sales operations 
- Guiding, directing, and evaluating the work of management and the team of directors, managers, and supervisors. 
- Tackling unforeseen issues and troubleshooting daily. 

Finally, she will evaluate the need to use new platforms to support all the daily operations by each department, working very close to the Technology department to develop tools as needed to improve the effectiveness and efficiency of the operation team.

HolaDoctor, Inc

Vice President of Operations

•  Lead a team of five managers working on marketing initiatives to increase leads generation and customer retention.
• Tracking the performance of a budget of 3.2 MM annually.
• Managing a Portfolio of Leads partners, providers of inbound calls, and warm transfers to generate enough volume for the call center.
• Product Owner of a platform developed into Salesforce as a CRM to support the sales processes for selling Major Medical policies, Life, Ancillaries policies in the call center.
• Product Owner of the platform HolaMercury, for selling, qualified leads for health insurance products to a network of independent agents.
• Product Owner of Apollo Platform, a technology developed in Salesforce Communities to prequalify leads for Health Insurance, Life Insurance, develop Customer Service activities and policy renewals sold during the Open Enrollment Period.
• Product Owner of the Titan Platform, a CRM to be used for the Independent Agents Network built in-house.
• Define HolaForce brand, including the brand, website, social media presence, and Salesforce integration, implementation of two modules, to support the HolaForce operation.
• Configure all the Leads Operation using three different dialers, RingDNA, Viciadial, and TLD-Dialer.

Director of Leads Ops

- Manage strategies regarding Leads acquisition. Working with several Lead providers of Live transfers and Data  Leads. Monitoring and controlling the cost per application within budget.
- Identify and describe new features to be added to a Customer Relationship Management (CRM). Configuring vendors, users, and marketing campaigns about Health Insurance Products. 
- Manage the development process using SCRUM methodology with shared responsibilities in sprint planning and backlog grooming. 
- Evaluate and communicate projects status including timeline, risks, delays, and the overall progress.
- Reporting information about Member Retention Activities.

IT Project Manager

Project Manager applying SCRUM methodology.
Software Quality Assurance Engineer developing automated tests using Selenium IDE.
Business analyst identifying business process and requirements gathering.

IT Project Manager and Software Quality Assurance Engineer of several projects. Contributor in every phase of project development life cycle, testing each functionality and gathering new requirements. Prototyping of user interface using the best practices of software engineering and usability. Development of automated tests and others techniques for reducing the bugs and to contribute to product quality. (https://id.petsoon.com).

Zimtronic, LLC

IT Project Manager / Software Quality Assurance Engineer

Consultant in Management Systems at Center for Information and Technology Management. Identifying of internal processes in the companies. Doing reengineer of these process if it is required, documenting all process and training of company´s personal until the successful certification. 
Design, development and implementation of the following management systems:  
 - Quality Management Systems, based on standard ISO 9001:2008.
 - Project Management Systems, based on standard ISO 21500:2012.
 - Risk Management Systems, based on standard ISO 31000:2009.
 - Innovation Management Systems, based on standard UNE 166002 and UNE 16600.

Standards and tools: PMBOK, ISO 9001:2008 Quality management Systems – Advanced. ISO 9001:2008 Quality Management Systems and Requirements. ISO 21500:2012 Guidance on Project Management. ISO 31000:2009 Risk Management. Microsoft Project, Microsoft Office, UML, BPMN, Visual Paradigm.

Center for Information and Technology Management, CIGET.

Management Systems Consultant

Defining and executing test cases to verify compliance with project requirements and coding standards. Documenting and reporting test results. Handled several projects with the short deadlines. Definition and application of the processes of software according to level 2 of CMMI: 
CM - Configuration Management.
PPQA - Process and Product Quality Assurance.
MA- Measurements and Analysis.
PP- Project Planning.
PMC - Project Monitoring and Control.
REQM - Requirements Management. 

Teaching Database Theory and SQL at the University of Informatics Sciences.

Defense of Master's Thesis in Project Management: “MODELIPS Model of Software Product Lines Supervision and Control Industrial Process”.
 
Standards and tools: CMMI, PMBOK, SCRUM, OPENUP, SPL, Microsoft Project, Microsoft Office, UML, BPMN, Visual Paradigm.

Center of Industrial Informatics, UCI.

Software Quality Assurance Analyst.

I worked in a Project Management Office (PMO) using the SCRUM Methodology for managing the projects, my main functions were:
- Identify of new business opportunities and creating documentation for them.
- Elaborate the Vision Document of the projects.
- Elaborate the projects schedule and managing them.
- Identify the business process and modeling them.
- Assure the Quality in the processes and products.
- Identify and manage the project risks.
- Reporting of project execution to stakeholders.
- Identify deviations from the projects, documenting and take corrective actions.
- Design strategies business plans.
Standards and tools: PMBOK, SCRUM, OPENUP, Microsoft Project, Microsoft Office, UML, BPMN, Visual Paradigm.

Company of Mixed Capital "Guardián del ALBA"

Project Manager

Leader of Project Management Department of CEDIN Center.
Coordinator of three working groups:
  1- Group Quality Management: Responsible for ensuring the quality of the Centre's projects, using checklists, validation and verification testing of the functionalities of each project. Measurement and analysis of test results. Review of the project files, according to the methodology OPEN UP.
 2- Group Engineering: Responsible for participating in meetings with stakeholders of the project and to gather requirements to develop. Modeling business processes for identifying and description of the use cases. Collaborative work with developers and testers of the project.
3- Group Project Management: Responsible for developing and managing project schedules. Management of scope, time, costs, and resources of each project. Monitoring and Control.
 3- Group Project Management: Responsible for developing and managing project schedules Center. Management of scope, time, costs, and resources of each project. Monitoring and Control.
Coordination of group processes defined and documented Center. Participation in work teams that defined processes: Requirements Management (REQM) Measurement and Analysis (MA) Improvement Program that was made in the University.
Teaching Database Theory and SQL at the University of Informatics Sciences.

Standards and tools: CMMI, PMBOK, SCRUM, OPENUP, SPL, Microsoft Project, Microsoft Office, UML, BPMN, Visual Paradigm, Software Quality  Assurance, Software Product Lines.

Ludisley La Torre