Supply Chain Management Co-Op, Global Supply Chain @ EMC
IT Strategic Sourcing MBA Summer Internship, Global Procurement & Analytics @ Biogen Idec
Bachelor's Degree, Industrial Engineering @
Universidad Internacional de las Américas
Experienced professional with 15 years of experience in business development, innovation programs execution, market research and operations management. Developed and successfully launched an innovative new product by securing appropriate funding for roll out. Led customer-facing operations and developed best practices Call Centers in multiple countries for telecommunications, vehicle telematics, and online gaming companies. Strong comfort level working
Experienced professional with 15 years of experience in business development, innovation programs execution, market research and operations management. Developed and successfully launched an innovative new product by securing appropriate funding for roll out. Led customer-facing operations and developed best practices Call Centers in multiple countries for telecommunications, vehicle telematics, and online gaming companies. Strong comfort level working with statistical packages and their respective business applications in real-world scenarios.
Business Analyst @ Working on exciting projects with the smartest people I know.
Projects range from data analysis (creating meaningful stories using Tableau dashboards) to creating solid business cases (add value to the business). From June 2015 to Present (7 months) Supply Chain Management Co-Op, Global Supply Chain @ •Lead two projects under data management program aimed at increasing spend analytics capabilities.
-Rate Card Standardization: Aimed at building a robust logistics spend system to increase GSCM’s performance for cost reduction by providing focused data view and optimized data analysis capabilities.
-BIQ Report Standardization: Spend analytics program directed towards building a centralized spend platform across all the commodities/groups under GSCM.
•Designed a standardized rate card for logistics suppliers that increase process efficiency in logistics data management. Implemented the rate card in BIQ Opera analytics tool to drive spend optimization in the logistics space that covers 5% of the total GSCM spend.
•Researched for best practices in the industry and worked closely with commodity managers to create a strong business case.
•Responsible for mapping the process, information flow and data sources. Also, identified data gaps that could affect the reports accuracy. Worked in a plan to address these gaps.
•Executed data mapping using SPSS statistical modeling. Acquired expertise in BIQ spend analytics tool and provided recommendations for increasing its capabilities.
•Coordinated cross-functional teams and suggested actionable recommendations for building data integrity. From January 2015 to June 2015 (6 months) IT Strategic Sourcing MBA Summer Internship, Global Procurement & Analytics @ Three month MBA internship with the main objective of helping Category Managers have a better understanding of the IT category landscape and stakeholder dynamics, through the use of spend analytics tools.
•Standardized the previous IT commodity classification structure to provide a more efficient and accurate process for generating spend analytics reports.
•Collaborated internally with senior managers to gather and consolidate available information to understand business needs. Coordinated externally with software provider to translate data requirements into meaningful software modification requirements. Assured data quality and accuracy by conducting quality controls before modifications were applied.
•Presented program results to peers and upper management receiving high appreciations upon conclusion. From June 2014 to August 2014 (3 months) Customer Relations Manager @ Customer Relations Manager Aug. 2007 – Aug. 2011
- Product SKY Satellite Television: Subscription-based satellite television service for six countries in Central America, including Panama, Costa Rica, Nicaragua, Guatemala, El Salvador and Honduras.
•Managed the Central American Customer Support and Sales Call Center with 7 direct reports and 120+ indirect reports.
•Directly involved in opening five new branches in five different countries with strict adherence to company’s timetable; handled recruiting processes, ranging from managers to sales agents; during last seven years sourced, interviewed and hired for more than 200 positions in different countries.
•Developed a successful re-engineering process for the Sales and Customer Service Call Center, which reduced call abandon rate from 20% to less than 3% in six months.
•Implemented successful training and motivational programs for the sales call center, which increased sales close ratio from 15% to 27% in one year.
•Conducted market research regularly to monitor competition, which resulted in more competitive strategies regionally and new product offerings.
•Oversaw the Internal Control Unit that performed daily quality assurance controls, which included customer surveys for on-time installation, post-service and post-call; increased customer satisfaction from 80% to 97%.
•Selected from a group of over 260 employees to be a Corporate Evaluator for “Premio a la Excelencia 2010”, a well-recognized excellence award in Central America. From August 2007 to August 2013 (6 years 1 month) Costa RicaDirector of Development & Innovation @ Director of Development & Innovation Aug. 2011 - Aug. 2013
- Product Line: Vita.com: Innovative telematics products and services for the automotive ecosystem: Vehicle Telematics and APP Development; Digital Cartography; Geo-located Incident and Roadside Assistance.
•Led the design, development and business plan execution of an innovative new product for the Latin American market; project was vital to sustaining the company due to eminent termination of satellite television business which was previous core revenue stream.
•Conducted in-depth market research (primary and secondary) locally and internationally, including Focus Groups, in search of global best practices, best in class technology providers and optimal value proposition.
•Developed a business plan with CEO and CFO which was later presented and approved by Board of Directors; secured over $2MM in funding.
•Keenly involved in the development of a marketing plan and further implementation across the target market.
•Established a first in its kind Emergency Response Call Center that required meticulous selection of software and hardwire providers; call center agents and supervisors; and software customization.
•Developed and implemented training programs and protocols for call center agents to assure uninform call handling and quality customer support.
•Part of the Leadership Team who regularly presented to members of the Board of Pellas Group, a conglomerate involved in banking, sugar, ethanol, media, insurance, health care, auto dealerships and high-end tourism.
•Managed relationships with global customers in: Brazil, Taiwan, Colombia, Central America, and the USA.
•Led key contract negotiations for over $1MM with Brazilian and Taiwanese firms that supplied specialized software and hardware solutions. From August 2007 to August 2013 (6 years 1 month) Costa RicaContact Center Manager @ Call center operation for an online gaming firm that provided service to U.S. customers.
•Conducted the migration from an old MS Access application into a more robust and modern software platform.
•Played a vital role in “selling the idea” of new software to owners and call center personnel, who were used to running the operation manually without the use of technology.
•Developed profitable relations with VIP clientele by thoroughly assessing and thereby understanding their needs and creating a win : win situation for both the clients and the company. From June 2005 to May 2007 (2 years) Costa RicaLines Manager @ Call center operation for one of the largest and oldest online gaming firms, providing service to U.S. and U.K. customers.
•Managed a group of 30+ Customer Support Agents; improved agents’ performance by implementing motivational plans, implementing better staffing and call prediction programs.
•Supervised VIP accounts in order to provide highest level of customer support to retain and increase business
•Although of young age, I was a leader within the organization by solving everyday problems, proactively responding to management and utilizing appropriate reporting methods.
•Started during college as a Customer Support Specialist; then, due to excellent results promoted to Floor Supervisor and ultimately to Lines Manager. From December 1999 to June 2005 (5 years 7 months) Costa Rica
Master, Business Administration; Business Analytics @ Bentley University Graduate School of Business From 2013 to 2015 Bachelor's Degree, Industrial Engineering @ Universidad Internacional de las Américas From 1996 to 2001 Eddy Villalta is skilled in: Tableau, Data Analytics, Customer Service, Management, Supply Chain Management, Project Management, Call Centers, Program Management, Operations Management, Strategic Planning, Leadership, Product Management, Fundraising, Mobile Devices, Team Building
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