David Mora

Operational Excellence Manager @ Western Union

About

Process improvement oriented manager with 15+ years of experience leading people in different business units and organizations, helping them to reach their full potential and optimal performance. Certified Scrum Master with experience using different lean tools and methodologies to lead and achieve goals and positive outcomes on the projects I manage.

Country

Costa Rica

City

Desamparados

Industry

Financial Services

Skill

Call Centers, Customer Service, Team Management, Payments, Mejora de procesos, Centro de llamadas, Liderazgo, Project Management, Strategic Planning, Contact Centers, Outsourcing, Management, Team Leadership, Servicio de atención al cliente, Liderazgo de equipos, Gestión y motivación de equipos, Team Building, Gestión de atención al cliente, Process Improvement, Leadership

Experience

Operational Excellence Manager

Western Union

2018-10 - Present · 7 yrs 11 mos

Costa Rica

Responsible for helping people break through from one level of performance to another. As a lean manager and coach, I provide guidance (and input when necessary) to the person being coached on the actions that they will lead in alignment with the four critical responsibilities : 1. Develop self; 2 Develop others; 3. Drive Daily problem solving session (PSS); and 4. Align work with purpose. Obtain agreement on the development needs or gaps the person is trying to close, support development of plan to close the gap and determining measure(s) to gage progress in the plan and make it more effective.

Change Implementation Leader

Western Union

2017-1 - 2018-10 · 1 yr 10 mos

Costa Rica

Responsible for Lean Deployment implementation planning and execution. Build relationships with Core team (e.g., CA’s) and Business Unit leaders to set foundation for the mindset transformation towards continuous improvement. Develop and coach Core team and support BU leaders on the use of the WU Way lean management system. Determine value capture for the implementation and align with the business. Manage risk appropriately to ensure the delivery full potential. Successfully complete implementation and hand off to the business leaders.

Supervisor Digital Fraud & Risk Prevention

Western Union

2013-7 - 2017-12 · 4 yrs 6 mos

Costa Rica

• Lead and guide a team of professionals responsible for reviewing WU digital transactions • Work with internal teams to identify gaps in WU Risk decisioning systems. • Prepare Analysis and recommendations to identify fraud patterns and trends • Assist with implementation of initiatives that improve operational and risk controls

Technical Support Team Lead

Western Union

2011-6 - 2013-6 · 2 yrs 1 mo

Costa Rica

• Supervision and coordination of personnel • Team staffing and tasks distribution • Assisting in the development of key projects for different agent platforms (Hypercom, WU TAIO) • Analysis and creation of reports to measure: 1. Customer Service Representatives performance 2. Employee and department monthly results versus department goals

Technical Support Specialist

Western Union

2006-1 - 2011-5 · 5 yrs 5 mos

Costa Rica

• Quality assurance process • Troubleshoot with WU agents to solve technical issues with their onsite equipment • Management of key accounts • Support requests via e-mail • Constant communication with the different levels of the organization.