Experience

  • IT / Finance / Operations Consultant

    at Go Forward Investments Inc

    September 2018 - at Present

    Ontario

    Direct and manage the day to day IT, Financial, and Operational areas of the businesses in which GFI has made an investment. Due Diligence to select a Franchise » Researched different franchises in which GFI could invest. » Created financial and forecasting models to explore the financial viability of each franchise. » Based on GFI criteria, recommended acquisition of Massage Addict clinic in Oakville. » As of now, the Massage Addict clinic in Oakville is tracking to forecasting model and is expected to exceed its 2018 EBITDA by 50%. Franchise Negotiation » Led the negotiation and take over process for the Massage Addict Clinic in Oakville. » Worked with external accounting firm to complete financial due diligence. » Worked with external legal firm to complete contract review. » After a long negotiation process was able to bring the final acquisition cost of the clinic down by 30% from the original asking price.

  • Director Development

    at Scotiabank

    January 2015 - April 2018

    Ontario

    Empower and coach a team of 46 disparate technology professionals, spearheading the planning and delivery of complex solutions and processes for several Scotiabank business lines, including Canadian Contact Centres. Upgrade collection system for National Collections. » Persuaded business partners on our ability to deliver a better solution at a lower cost by reusing existing bank technology (internal) vs acquiring a new solution (external). » Evaluated both internal and external solutions in collaboration with business partners, with team’s internal solution winning the selection process for implementation. » Saved $710K (46.4%) one-time cost and $1.44M (46.1%) in on-going costs vs the external solution.

  • Senior Development Manager

    at Scotiabank

    January 2012 - January 2015

    Ontario

    Led a multi-disciplinary team of 5 professionals responsible for the planning and delivery of complex solutions (Call Recording, Work Force Management, Speech Analytics, Click 2 Chat, Email, CTI, etc.) and processes to Scotiabank Canadian Contact Centre and iTrade business lines. Upgrade to the business crucial Computer Telephone Integration (CTI) at all 4 Canadian call centres. » Presented a detailed implementation plan to ensure minimum disruption and interaction with numerous systems. » Executed several dry runs to test each part, supported with a command centre to monitor execution during go-live, performing the upgrade over a weekend achieving

  • Sr. Delivery Manager

    at Scotiabank

    February 2010 - January 2012

    Ontario

    Led a multi-disciplinary team of 8 professionals responsible for the planning and delivery of complex solutions (IVR / ACD / CTI / Dialer / Telephony / Recording) and processes to Scotiabank International Call Centres. Replacement of the current IVR platform complicated by different port technologies. » Studied issues stemming from different port technologies between the PBX (TDM) and the new IVR (IP). » Applied technical ingenuity to devise an innovative architecture and set up a lab to test it. » Provided Proof of Concept for proposed architecture, with architecture becoming the standard across the bank. Find an alternative solution to realign a high-profile project back to mandate. » Suggested the use of PBX to mimic 80% of IVR functionality to combat a delay of IVR application due to architecture issues and allow project to advance at a forecasted $1.44M in savings. » Completed PBX programming and tested in time for launch, eliminating the risk to $360K revenue in 90 days.

  • Country Manager

    at Voice Outsourcing Services

    January 2006 - November 2009

    Distrito Nacional

    • Secured company revenue (US$2.5 MM for 2009) by identifying new business opportunities amongst the existing customer base, as well as potential customers, which could be translated into comprehensive and realistic sales plans • Cultivated and maintained strategic business partnerships with customers by advising them on the best telecommunications practices, alternatives and technology options available to them in order to meet their challenges in the most cost effective manner. • Directed negotiations with external vendors (AVAYA, NICE, Pulse, Convergys, Interactive Intelligence, etc.) to provide effective business solutions to customers. • Produced and negotiated contracts, service level and Non-disclosure agreements. • Streamlined quarterly reports of Key Performance Indicators for the company’s Executive Committee and strategized on ways to correct any revenue and expense deviations from the original plan.

  • Sr. Sales Account Manager

    at Voice Outsourcing Services

    January 2003 - January 2006

    Distrito Nacional

    • Researched actual and potential client’s businesses and their objectives to anticipate and adjust our product portfolio to their needs. • Prepared annual business plan to ensure that sales objectives were met, by identifying new business opportunities within our current client base, and identifying new potential clients. • Applied Microsoft Solution Sales Process (MSSP) methodology, to try to move all sales proposals to the Deploy Stage. • Prepared business case and ROI calculations, Request for Information (RFIs) and Request for Proposals (RFPs). • Made weekly / monthly site visits to mayor / medium business accounts to review ongoing business and projects and make presentations of new business proposals. • Escalated to the Country Manager all Customer’s issues and concerns, and recommend innovative solutions to maintain the integrity of their infrastructure and improve relations with those business accounts.

  • IT / Telecom Business Consultant

    at Independent

    January 2001 - January 2003

    Distrito Nacional

    • Analyzed customer requirements in order to better anticipate their needs and convert them into measurable and realistic solutions. • Planned and directed projects and business process mapping (AS-IS, TO-BE) efforts to reduce customer’s IT / telecommunication costs • Advised clients during the RFI / RFP process to acquire of new technologies to reduce the cost of running the business. • Recommend strategies that maximize the client’s use of his IT / Telecom footprint. • Proposed new technologies and recent changes to existing telecommunication equipment and software to achieve the level of efficiency stated in the initial solution design.

  • Manager International Projects

    at Verizon

    January 2000 - January 2001

    Distrito Nacional

    • Established a Tactical Plan for the execution of all projects related to the International Marketing and Sale of long distance traffic using the IP Network established between Verizon and Dominican Republic’s traffic aggregators. • Studied new business opportunities with international companies interested in exchanging voice and data traffic with Dominican Republic, evaluating the feasibility of the business from the technical point of view. • Developed and administered the projects’ expense and capital budgets making periodic revisions of its execution, thus guaranteeing the most efficient utilization of the company’s financial assets.

  • Product Manager, Long Distance Product

    at Verizon

    January 1999 - January 2000

    Distrito Nacional

    • Controlled the administration of the technological cycle of the long distance products portfolio (National and International Long Distance Services, Operator Services, Toll Free products, Calling Cards, etc.) to ensure they perform according to the market strategy (attributes, distribution, advertisement, and price) defined for each segment of the market. • Developed and controlled a monitoring and evaluation system for the evaluation of any technological trend associated to the long distance products portfolio. • Developed and updated and Attribute Dossier for each product (attributes, distribution, advertisement, and price). • Developed and implemented tactical (incremental revenue) plans for each product. • Developed and implemented operational (cost reduction) plans for each product. • Developed and controlled Marketing Plan evaluations in terms of technology, costs, processes, or requirements.

  • Business Analyst

    at Verizon

    January 1996 - January 1999

    Distrito Nacional

    • Planned and controlled the implementation of changes to the Billing and Customer Care Systems (Service Order, Wireline Facility Assignment, Call Rating, Billing, and Call Credit systems) to ensure the highest level of effectiveness. • Acted as liaison between Billing and Customer Care Systems users and IT by providing solutions with minimum IT intervention • Studied, analyzed, and defined the impact of new Billing and Customer Care Systems’ versions to ensure that local processes are not negatively impacted • Acted as a consultant for the Billing and Customer Care Systems’ users during the identification of new requirements. • Planned, controlled, and provided leadership during the implementation of changes to the Billing and Customer Care Systems according to the customers’ requirements and the change program established by the company. • Ensured all test scenarios were taken into account under system testing and that test results complied with expected results.

  • Manager Internal Telecommunications

    at Verizon

    January 1990 - January 1991

    Distrito Nacional

    • Planned and directed the execution of all policies and strategic plans for the company's internal voice network. • Installed a company-wide Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) platform to implement a single number scheme for customer inquiries, service requirements and trouble report. • Migrated the internal voice network (6,000+ lines, 10 PBXs, and 100 Key Systems) to Centranet.

Education

  • Certified Scrum Master

    at Bertieg

    2016 - 2016 (1 year) Ontario

  • ITIL V3

    at ...

    2012 - 2012 (1 year) Ontario

  • Postgraduate Studies in Finance

    at Escuela de Alta Direccion y Administracion

    2001 - 2002 (1 year) Barcelona

  • Postgraduate Studies in Marketing

    at Escuela de Alta Direccion y Administracion

    2000 - 2001 (1 year) Barcelona

  • Master Business Administration

    at Instituto Tecnologico de Santo Domingo

    1995 - 1997 (2 years) Distrito Nacional

  • Masters in Systems Engineering

    at Boston University

    1987 - 1990 (3 years) Massachusetts

  • Bachelor in Computer Science

    at Universidad Nacional Pedro Henriquez Ureña

    1982 - 1986 (4 years) Distrito Nacional

Languages

  • English Negotiation

  • Spanish Native

Hives