Jose Antonio Omar Ponciano
Operations Director
Guatemala,GU
Summary
Dynamic leader with a proven track record of driving high-performance teams to enhance financial, operational, and commercial sectors within multinational corporations. Expertise in identifying and developing value-added projects through comprehensive analysis of client needs, ensuring alignment with organizational objectives. Committed to fostering innovation and delivering strategic solutions that propel growth and efficiency while adeptly navigating complex challenges to achieve sustainable growth and operational excellence in fast-paced environments. Over 10 years of experience complemented by exceptional communication and cross-cultural team management skills, along with an entrepreneurial attitude focused on optimal profitability and the creation of strategic alliances with organizational leaders.
Overview
18
18
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Executive Technical Consultant
HealthPro Partner for Surgery Rainbow Property Maintenance
03.2023 - Current
- Analysis and monitoring of operational processes for the development of reengineering for continuous improvement in response times. Efficiencies were improved by more than 25% from the first contact with clients to resolve their needs and requirements.
- Attention and development of action plans for these three entities based in Illinois, Oregon, Washington and Medellin through in-person and virtual means. Work was done with the operational, financial, human resources, commercial/sales and technological infrastructure teams.
- Month over month improvement in fundraising for Partner for Surgery by more than $100k in Guatemala in the first six months through personal contacts and acquaintances thru business planning and proposals
- Reduction of operating expenses based on the identification of superfluous costs, duplication of functions and quoting of services at more affordable costs, which reduced costs by 17%.
Director of Business Analysis and Operations
Conduent
05.2018 - 02.2023
- Analysis and monitoring of B2B opportunities, defining metrics and operating models to achieve efficiencies in the sales team for clients, helping the LACAR region grow by more than $30M in invoicing in 4 years.
- Consistently achieved and exceeded the operational and financial indicators of the 4 countries of the LACAR region (Guatemala, Colombia, Mexico, and Jamaica)
- Leading the operations teams that were in Latin America and Caribbean regions in the execution of the corporate strategy, establishing clear and measurable objectives to achieve and exceed business objectives (Personnel in the region: 6,500+) supporting Fortune 500 clients
- Worked with the TA team in planning in the reduction of annual attrition by 19%, in which recruiting strategies were developed for staff and agents in Guatemala, Colombia, Mexico and Jamaica. A standardized feedback plan was prepared for the development of personnel, managing to reduce the operating cost (OpEx) by more than 15%.
- Implementation of business intelligence (BI) projects and systems that contributed to the continuous improvement of processes, increasing productivity by 13%, invoicing by 21% and contribution margin by 5%.
Regional Operations Manager
Atento Nearshore
06.2017 - 05.2018
- In charge of the operational strategy, logistics and launch of new lines of business BBVA, the largest of Atento accounts.
- Consistently achieved the operational and financial key performance indicators on the 4 strategic countries on which the BBVA was supported (Guatemala, Colombia, the United States and Puerto Rico)
- Design, development, and management of the balanced scorecard based on the company's strategic map to improve KPI's by 17%
- Responsible for the identifying and presenting action plans to the vendor management leaders towards helping the BBVA account improve their customer satisfaction and net promoter (NPS) scores.
- Implementation of business intelligence (BI) programs tailored based on customer requirements such as the launch of a multi-channel customer service line on social networks and chat.
- Personnel in charge: 1,050+
General Manager
Agroexportaciones Malanga Internacional
06.2013 - 05.2017
- Market research to potential clients for the commercialization of products from Guatemala and Honduras in the United States, managing to increase sales by 150% in 18 months.
- Supply Chain Management for the production and export of fresh packaged produce from Guatemala to Florida, Texas and Pennsylvania
- Responsible for the operational and financial statements for Guatemala and Honduras with the implementation of action plans required to maximize production and increase contribution margins by 32% through the management of efficiencies and synergies of various agricultural products.
- Use of Lean Six Sigma methodology reduced personnel requirements and operating costs by more than 40%.
- Analysis and installation of drip irrigation technology, which improved production by more than 95% while reduced fuel costs by more than 50%.
Sales & Operations Manager
Linker Centro de Soluciones Logísticas (Grupo Almo)
05.2011 - 05.2013
- Responsible for leading the Customer Service, Quality (QA), Finance (P&L), IT, Training, Facilities, HR departments (
- Launch of the Customer Service Program and Omnichannel for all the six countries in the region while focusing on creating a positive organizational culture by reducing turnover by 20% per year.
- Supervise the development of the operational processes of each of the companies in the corporation (33) under the Six Sigma methodology.
Account General Manager
Transactel Guatemala Powered by Telus
03.2008 - 05.2011
- Managed four different international accounts in retail, hospitality, and telecommunications that used different processes, systems, regions, and customers; three of these programs had growth of more than 75% in less than a year.
- Led the launch of new accounts while strengthening the business relationship with clients through process reengineering, the implementation of new services and/or activities that generated added value (transformation of organizational culture, cost reduction and improving the uses of the accounts under my charge)
- Managed and executed different large projects for the different areas of the clients assigned: operations, quality assurance, net promoter score, marketing, logistics, HR, among others.
- Financial analysis to guarantee the maximization of profits in more than 15% and contribution margin (CM) of 7%
Education
MBA - Business Administration And Management
University of Louisiana At Lafayette (ULL)
Lafayette, Louisiana 05.2001 -
Bachelor of Science - Construction Management
Louisiana State University (LSU)
Baton Rouge, Louisiana 05.2001 -
Skills
Skilled in Microsoft Office tools
Certification
Lean Six Sigma Green Belt Transactel 07/2009
References
- Hugo, Mosquera, 4739-7201, Ingenio Madre Tierra
- Scott, Weeth, +1(210)887-7268, Transactel
- Jerry, Kinnick, +1(801)568-6159, Conduent
- José Virgilio, Martinez, +(504)9990-6075, Linker
- Luis Pedro, Torrebiare, +(502)5555-0552, ACCP/PFS
- Guillermo, Gordillo, +(502)5516-8615, ACCP/PFS
Interests
Founding Committee Member - LSU Chapter Guatemala LSU 2020, Advanced SCUBA Diver NAUI USA 2000
Timeline
Executive Technical Consultant
HealthPro Partner for Surgery Rainbow Property Maintenance
03.2023 - Current
Director of Business Analysis and Operations
Conduent
05.2018 - 02.2023
Regional Operations Manager
Atento Nearshore
06.2017 - 05.2018
General Manager
Agroexportaciones Malanga Internacional
06.2013 - 05.2017
Sales & Operations Manager
Linker Centro de Soluciones Logísticas (Grupo Almo)
05.2011 - 05.2013
Account General Manager
Transactel Guatemala Powered by Telus
03.2008 - 05.2011
MBA - Business Administration And Management
University of Louisiana At Lafayette (ULL)
05.2001 -
Bachelor of Science - Construction Management
Louisiana State University (LSU)
05.2001 -