Guillermo Gonzalo

Validated and documented current-state processes and loaded metadata into the Mavim platform as part of a Digital Twin initiative to support SET's digital transformation efforts.

Led enterprise DMAIC-based transformation across Sales, Marketing, and Operations, recovering over $1M/month in recurring revenue by remediating lead management failures and establishing sustained KPI controls.

Built and governed an RPA Center of Excellence, defining governance, intake, SLAs, and success criteria to accelerate program maturity and integrate processes during the Kronos-Ultimate merger.

Led RPA proof-of-concept projects, evaluated automation technologies, and managed multiple POCs to validate automation value and readiness.

Executed DMAIC projects in mortgage servicing and financial operations, delivering cost reductions and cycle-time improvements through Lean redesigns and targeted automation.

Conducted a three-month process improvement engagement to identify waste and recommend service model redesigns to increase productivity and reduce operational risk.

Introduced BPM and Lean Six Sigma practices, developed standardized templates and tools, and drove measurable cost and efficiency improvements across engagements.

Led process improvement across Collections, Retention, and Finance back office, driving major change initiatives through operational reviews and redesigns.

Provided project governance, created executive IT budget reports, and trained new project managers while administering the Clarity project management platform.

Developed strategic initiatives for market penetration and process streamlining, securing large client accounts through targeted analysis and planning.

Performed financial services duties within branch operations, supporting customer accounts and transactional services from 2005 to 2008.

Completed a Master of Business Administration focused on business administration and management.

Earned a Bachelor’s degree in Psychology.