William Mendez

I drive operational excellence and business transformation by identifying process inefficiencies, analyzing data, and supporting continuous improvement across departments.

My role involves process mapping, root cause analysis, and developing clear documentation, SOPs, and training materials to ensure smooth knowledge transfer and sustainable change.

I leverage tools like Power BI, Tableau, and Excel to track KPIs and provide insights that guide smarter decisions and highlight opportunities for improvement. Passionate about efficiency and results, I collaborate with cross-functional teams to turn challenges into actionable solutions.

• Developed a Trainer Academy from the ground up, successfully transforming 20+ agents into trainers, enhancing knowledge retention, and strengthening leadership development.
• Led a process-mapping initiative that resulted in a 10% reduction in attorney costs and played a key role in the organization’s digital transformation, optimizing workflows and improving efficiency.
• Standardized training and new hire onboarding, reducing attrition by 10% and improving employee retention through a structured and consistent approach.
• Designed and automated the internal Quality Audit System, utilizing Microsoft SharePoint and Power BI to create a real-time QA Dashboard. This eliminated manual reporting, provided instant performance tracking, and allowed for better identification of areas for improvement.
• Developed and implemented a Mentorship Program, streamlining the internal promotion process and facilitating career growth, leading to a more skilled and engaged workforce.
• Enhanced quality assurance and performance monitoring by integrating automation and data visualization tools, improving efficiency, accountability, and decision-making across the organization.

• Lean Six Sigma Green Belt
• Agile Mindset
• Power BI Data Analyst
• Microsoft Excel: Data Analyst with Pivot Tables