Carlos Javier Ruiz Zapata

Managed 48 concurrent client programs for Managed Services in the Americas and led cross-functional technical teams to deliver against SLAs and KPIs, improving SLA visibility and escalation handling through standardized dashboards and reporting. Owned VP-level client relationships across North America and built onboarding/training materials and mentorship to improve first-time project readiness an

Led Lean Six Sigma belt certification (Yellow–Green–Black–Master) and practical implementation coaching, translating improvement initiatives into measurable business results—up to $4M in program savings, $600K in defect reduction, and 50% faster policy issuance. Designed curriculum, governance systems, and leadership workshops to sustain operational quality and guide change-management adoption.

Led operations and continuous improvement initiatives to optimize insurance policy issuance and claims processes using Lean Six Sigma methodologies. Increased insurance policy sales per seller by 50%, reduced policy issuance defect rate by 80%, improved claims service levels by 40%, and boosted customer retention by 60% through process redesign and staff coaching.

Delivered Black Belt training and led end-to-end improvement projects across oil, telecommunications, and transportation sectors using Lean Six Sigma practices. Trained 50 Yellow Belts and 25 Green Belts to lead DMAIC projects and designed tailored change-management plans to secure stakeholder buy-in and sustain project benefits.

Conducted continuous improvement training and launched the company’s Six Sigma program to raise quality and reduce waste. Reduced product defects by 39% and delivered approximately USD 600K in first-year savings by training managers in CI tools and applying ISO best practices aligned to consumer safety requirements.

Managed operational standards and led internal improvement projects using project-management and Lean Six Sigma methodologies to strengthen productivity and governance. Reduced teller service time by 50%, increasing service capacity and customer throughput.

Performed productivity studies and provided technical-commercial support for key global accounts. Conducted productivity and thread-consumption cost analyses to identify efficiency and cost-reduction opportunities while coordinating technical solutions, proposals, and delivery.

Managed international trade and logistics for door-to-door delivery of dental equipment across LATAM and EMEA. Built and maintained client relationships, supporting sales and after-sales coordination.

Grade: 87 ouf of 100

Activities and societies: Not applicable

Earned a Master of Engineering at Instituto Tecnológico y de Estudios Superiores de Monterrey from 2011 to 2014.

Earned a B.A. in Business Administration at Instituto Tecnológico y de Estudios Superiores de Monterrey from 2000 to 2004.