Alex Talavera

- Conducted cross-functional workshops to optimize service delivery processes, and defined business requirements, KPIs, and decision frameworks for process execution. - Collaborated with key stakeholders to plan and migrate to a global contact center as a service (CCaaS) solution, improving customer experience and operational efficiency. - Designed patient-centered care pathways in the prescription digital therapeutics industry, fostering stronger member-to-care team alliances and personalized care.

- Oversaw localization and expansion of GoSkills.com's online education platform in the LatAm/Hispanic market. Conducted market research, defined target personas, and analyzed user feedback and usage scenarios to inform content development. - Ensured visual consistency, interactivity, and ease of use for the international product portfolio through usability testing and adherence to localization standards.

- Conducted research and design projects to identify customer needs and improve product offerings. Mapped customer journey and redesigned order placement processes with a user-centric approach, optimizing operational efficiency. - Led the deployment of a CCaaS solution, enhancing user experience and support, and performed usability and A/B testing to optimize web interface features and functions.

- Provided specialized consulting services for the international expansion of Mexican companies, conducting market research, benchmarking, and competitive analysis. - Assisted companies in defining product positioning strategies, pricing, and feature definition based on data-driven insights, and coordinated C-level trade missions to foster relationships between the private sector, government, and trade associations.

- Consulted international clients in the automotive industry on the installation and setup of production plants and offices in Mexico. - Managed cross-functional real estate projects, defining scope, goals, and deliverables, and developed and presented analytical reports on project progress to C-level.

- Supported the international relocation of production operations through technical knowledge documentation in the form of notes, and manuals in English and Spanish languages. - Provided simultaneous interpretation and translation services for both U.S. and Mexico engineering teams (English/Spanish).

- Coordinated international transportation and handling of cargo. Processed import/export permits and regulatory documents, and acted as the point of contact for shipments on transit. - Negotiated rates and contracts with clients and vendors, and responded to RFPs, managing commercial relations with domestic and international partners and vendors. - Led fleet optimization with the implementation of remote management software and hardware to monitor vehicle activity and performance.