Fernando Gonzalez Navarro
Braunschweig
Summary
Results-oriented professional with a strong background in Business Process Management, Quality Assurance, and leveraging data for performance improvement. Experienced in process conception, analysis, documentation, and ensuring quality compliance. Skilled in utilizing analytical tools and collaborating with cross-functional teams to achieve process excellence.
Overview
9
9
years of professional experience
1
1
Certification
Work History
BPM Specialist
NEW YORKER Information Services International
Braunschweig
07.2022 - Current
- Led the conception and realization of a company-wide Business Process Management (BPM) capability; conducted market research, testing, and analysis to select the optimal BPM tool using a comprehensive decision template.
- Designed the overarching BPM documentation framework (utilizing BPMN 2.0) to ensure standardized process mapping, work instructions, and quality standards across the organization.
- Currently serving as Project Lead for the BPM system rollout, driving adoption and ensuring effective end-to-end process management by providing training, support, and workshops to all stakeholders on process documentation, analysis, and optimization techniques.
- Owned the IT Requirements Management process, implementing a quality maturity review system to ensure compliance with process specifications and standards.
- Drove continuous process improvement and quality assurance within the Requirements process by analyzing maturity levels, delivering monthly compliance reports, and implementing targeted optimizations.
Quality Team Manager
TELUS International
Barcelona
01.2020 - 04.2022
- Managed a quality team of 17 analysts, ensuring adherence to operational process specifications and quality management standards through data-driven insights.
- Implemented and monitored KPI systems as a key component of the quality assurance framework, enabling real-time adjustments to maintain compliance and improve performance.
- Ensured process compliance by analyzing performance data and supporting process audits. (Leveraging the audit experience mentioned under the Data Quality Analyst role)
- Defined and implemented standardized operational processes, such as onboarding procedures, contributing to process documentation and consistency.
- Developed automated dashboards to report on quality performance and compliance metrics, enhancing data accessibility for stakeholders.
Data Quality Analyst
TELUS International
Barcelona
05.2018 - 01.2022
- Ensured compliance with quality management standards and process specifications by conducting audits of operational processes and analyzing performance data.
- Supported quality assurance during operations by identifying deviations from standards through process audits and data analysis, providing insights for improvement.
- Contributed to process adherence by developing targeted coaching programs based on audit findings to improve alignment with quality guidelines.
Quality Assurance Specialist
Beliveo Corporation
Guadalajara
01.2016 - 03.2017
- Quality control for customer experience for the North American market
- Analyzed and documented customer-representative interactions
Education
Data Analytics & Machine Learning -
Ironhack
Barcelona09.2024
Mechanical Engineering -
UNAM Engineering Faculty
Mexico City01.2009
Skills
Process Management:
- BPMN 20
- Jira
- Confluence
- Expert in ADONIS by BOC Group
Programming & Data Processing:
- Python
- SQL (MySQL)
Data Visualization:
- Tableau
- Excel
Automation and Machine Learning
- TensorFlow
- BeautifulSoup
- Selenium
Soft Skills:
Analytical Thinking, Problem-Solving, Communication, Team Collaboration, Attention to Detail, Adaptability, Critical Thinking
Languages
Spanish
First Language
English
Advanced (C1)
C1
German
Intermediate (B1)
B1
Certification
- Data Analyst Boot Camp, Ironhack
- Jira Fundamentals Badge, Atlassian
- The Complete Business Process Management (BPM) Master Class, Udemy
- Introduction to Data Analysis, Dataquest
Timeline
BPM Specialist
NEW YORKER Information Services International
07.2022 - Current
Quality Team Manager
TELUS International
01.2020 - 04.2022
Data Quality Analyst
TELUS International
05.2018 - 01.2022
Quality Assurance Specialist
Beliveo Corporation
01.2016 - 03.2017
Data Analytics & Machine Learning -
Ironhack
Mechanical Engineering -
UNAM Engineering Faculty
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