Viviana Diaz Poveda
Summary
MBA Graduate and Professional Economist with 15 years of work experience in senior leadership roles driving process transformation, innovation and continuous improvement projects, negotiation, operational excellence, marketing, and sales. Talented leader successful at applying exceptional planning and problem-solving abilities toward enhancing business and project plans and day-to-day operations. Results-driven and resilient in developing teams while improving processes and increasing productivity and efficiency. Bringing solid understanding of industry trends, excellent communication skills, ability for spotting areas in need of improvement and implementing changes with a strategic approach.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Operations Manager
Polco S.A.S.
09.2017 - 08.2023
- Led the technical support team, defining strategic plans, performance metrics, and monitoring goal achievement to guarantee continuous improvement in customer experience.
- Ensured strategic management of relationships with internal and external stakeholders, maintaining timely communication, and implementing best market practices.
- Supported technically and strategically the sales team, identifying business opportunities for the unit's portfolio, targeting new markets and increasing revenue.
- Managed budgets effectively, ensuring resource allocation was optimized for maximum area's success. Identified improvement opportunities, making data-driven decisions to ensure resource optimization and user experience enhancement.
Project Coordinator
MVS Travel
09.2016 - 06.2017
- Supervised the development and execution of the operational and commercial strategy for MICE projects (Meetings, Incentives, Conferences, and Exhibitions), overseeing all aspects from proposal design and presentation to seamless event execution.
- Negotiated contracts with suppliers, securing favorable terms for cost-effective procurement of resources needed for each project's success.
- Developed complementary portfolios aimed at driving sales growth and achieving key performance indicators.
- Cultivated and maintained strong relationships with customers and stakeholders at all levels, ensuring alignment with organizational strategic objectives and fostering collaboration for mutual success.
- Conducted regular analysis of projects' key performance indicators (KPIs), identifying risks and implementing timely improvement plans to optimize project execution.
Project Manager
LPX Digital
09.2014 - 03.2016
- Managed a wide range of projects including brand activations, high-impact events, mobile application development, and digital content, ensuring their successful execution.
- Collaborated with stakeholders to define clear project goals, leading to consistent alignment with expectations throughout the process.
- Coordinated cross-functional teams t(mobile developers, graphic designers, systems engineers, architects, artists, etc.) to achieve seamless collaboration in achieving project objectives.
- Implemented market analysis tools to identify key competitors, expansion opportunities, prospective customers, markets, and industry standards.
Team Trainer/Barista
Pret a Manger
10.2011 - 07.2014
- Applied a comprehensive training program for the customer service area, ensuring adherence to company procedures and regulations, achieving process standardization and compliance with corporate guidelines.
- Mentored junior employees to improve performance, food safety, and customer service.
- Demonstrated new products, procedures, and techniques to team members.
- Conducted performance evaluations and tracked the implementation of personalized improvement plans to foster talent development and continuous growth.
Shop Senior Manager
Cranberry Ltd.
06.2008 - 10.2012
- Conducted the operations of four retail shops, driving sales strategies, providing training and supervision to staff, and overseeing cost management and inventory control.
- Demonstrated a customer-centric approach by effectively addressing customer needs and delivering memorable experiences that fostered brand loyalty.
- Designed and implemented strategies to maximize sales and enhance brand recognition, utilizing market trend analysis.
- Exercised strong financial management skills by managing budgets and allocating resources to maximize shop productivity and profitability.
Education
MBA - Business Administration And Management
Heriot – Watt University
Edinburgh, UK06.2012
Bachelor of Science - Economics
Universidad Industrial De Santander - UIS
Bucaramanga, Colombia03.2007
Course: Business Intelligence With Power BI -
Universidad Pontificia Bolivariana
Medellín, Colombia08.2023
Course: Agile And Innovative Project Management -
Universidad ICESI
Santiago De Cali, Colombia11.2022
Course: Business Administration And Management -
Universidad De La Sabana
Bogotá D.C., Colombia08.2021
Skills
- Leadership
- Business Management
- Project Management
- Operational Efficiency
- Process improvement
- Strategic thinking
- Stakeholder relations
- Problem-solving
- Teamwork and collaboration
- Effective communication
- Negotiation
- Results-oriented
- Proficient in Excel and Power BI
Certification
- Certified Scrum Master Professional, CertiProf - September 2022.
- Certified PRINCE2 Foundation and Practitioner, Axelos/BCS - June 2014.
Languages
Spanish
Native language
English
Advanced
C1
Accomplishments
- Satisfactorily carried out a cost reduction plan that resulted in a 47% decrease in warranty costs, as per the 2019 – 2022 KPIs.
- Improved significantly the profit margin of the technical support area by 15% during the period of 2019 – 2020.
- Successfully managed incentive trips for key clients: Banco Colpatria (Mexico City 2017), AXA Colpatria (Prague 2017) and Colfondos (Punta Cana 2017), achieving an impressive 92% overall traveler satisfaction rate.
- Improved strategic measures to optimize project profitability, negotiating favorable rates with airlines, hotels, and tour operators. Mitigated foreign exchange risk, increasing profit margin by 25%.
- Attained a remarkable 30% improvement in operational efficiency in 2015 by streamlining processes, significantly reducing proposal time preparation,and the allocation of resources to digital content projects.
- Drove a substantial 35% increase in the user base of the Pixcell Mapper mobile application, attracting and engaging a larger audience of iOS and Android users.
- Demonstrated exceptional leadership by maintaining zero staff turnover for the morning shift at the Hammersmith Station shop, ensuring a stable and motivated team from December 2013 to May 2014.
- Earned recognition for delivering exceptional customer service at Liverpool Street Network Rail in 2011.
- Achieved an impressive 90% overall customer satisfaction rate in the West London area during the period of 2009-2010.
Timeline
Operations Manager
Polco S.A.S.
09.2017 - 08.2023
Project Coordinator
MVS Travel
09.2016 - 06.2017
Project Manager
LPX Digital
09.2014 - 03.2016
Team Trainer/Barista
Pret a Manger
10.2011 - 07.2014
Shop Senior Manager
Cranberry Ltd.
06.2008 - 10.2012
MBA - Business Administration And Management
Heriot – Watt University
Bachelor of Science - Economics
Universidad Industrial De Santander - UIS
Course: Business Intelligence With Power BI -
Universidad Pontificia Bolivariana
Course: Agile And Innovative Project Management -
Universidad ICESI
Course: Business Administration And Management -
Universidad De La Sabana
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