Luis Reyes, MBA, MSc

• Orchestrated 25+ high-impact initiatives to shift technology and operations toward a digital-first fintech ecosystem, managed a +$20 million strategic portfolio including headcount planning, funding model design, and recoverability tracking across all active initiatives. • Architected and managed an OKR framework that facilitated a 400% surge in monthly payment volume, scaling the platform from $2B to $10B in 3 years while maintaining positive ROI across the portfolio. • Led the technical delivery and rollout of LoadPay, achieving seamless Go-Live across 15 workstreams and establishing a foundation for 20% year-over-year expansion. • Served as executive delegate for senior leadership, making critical risk-based decisions to maintain momentum and organizational resilience on time-sensitive strategic initiatives. • Mentored a high-performance cohort of Project Managers in leadership and standardized methodologies, increasing the team’s capacity to navigate high-pressure transformations.

• Institutionalized project governance by co-launching the Strategic Program Management Office (SPMO). Accelerated delivery time by 20% and focused on adoption rate through Organizational Change Management. • Led the end-to-end delivery of a strategic project portfolio, maintaining positive ROI by building and scaling high-performing teams across different key business units.

* Envisioned the strategy, and operation management of the Customer Care for DIRECTV GO. This product has presence in seven Spanish-speaking countries and Brazil (Portuguese). * Directed the operation including self-service support within the app, Frequently Asked Questions, and a virtual assistant (based on Artificial Intelligence -AI- and Machine Learning -ML-). Provided assisted support with chat and social media operators. * Orchestrated improvements in the Product by conveying the Voice of the Customer to all relevant stakeholders. * Delivered a data platform to gain real-time information about the platform and customer satisfaction. This by deploying Agile principles of iteration and continuous improvement. * Provided clarity to support and operational teams on goals for different strategic initiatives.

* Defined and implemented a cost-efficient operation model for DIRECTV GO. This included self-care support (articles and features of the product), automated support using Artificial Intelligence modules, and multi-tier support for difficult cases. * Became responsible for the operation of Customer Care including Social Media and support teams with 80+ member on it. * Aligned with data findings, worked with the Product team in defining requirements to improve customer experience, satisfaction, and operational metrics. * Established a virtual assistant for support in just 3 months. * Achieved the goal of launching all layers of the framework within the time and cost targets established. This required coordination with different vendors and teams in multiple countries.

* Envisioned, launched, and pioneered the API program for AT&T’s Partner Exchange resulting in partners producing 5x more sales as quote generation became simpler. * Architected the first version of REST APIs based on TM Forum design standards, slashed partner onboarding time by 50%. * Promoted positive relationships with partners motivating the use of APIs. Accelerated the number of connected partners by 5x in three years.

* Led organization by establishing business direction and actualizing operational plans to meet goals. Reached 1M USD in sales during the first six months of operations. * Expanded market presence to Latin America, Europe, and Africa. Increased sales by 200% because of this enlargement. * Administered budgetary and financial activities with implementation strategies for growth. * Increased profit margin by 30% compared to the first year of operation.

* Coordinated strategic value added services projects in Telecommunications for Latin America region for the largest telecommunications group in the area across 18 countries. These projects represent an increase of revenue, reduction of costs and overall final customer satisfaction. * Managed a Program of several projects interconnected towards the creation of a single platform where partners could offer services to final users in multiple countries. * Managed critical stakeholders, vendors and organizations. * Achieved growth of revenue on value added services 2x year over year.

As partners with Teléfonos de México (TELMEX), SBC and later AT&T served as project management consultants for large initiatives involving modernization and cost efficiencies. * Implemented Outside Plant's automated workforce management system. This implementation required budgeting, change and relationship management as all the members were indirectly reporting to this team. * Improved customer satisfaction as installation time was reduced from 45 to 7 days and repairs increased the 3 day SLA from 50 to 80% in just three months. * Coordinated multiple areas of the company including HR, Union relationship, Legal as well as Operations, IT among others.

Openwave Systems was the leader and standard for enabling internet on mobile devices. * Implemented the suite of Openwave's products (Mobile Access Gateway) with mobile carriers in the LatinAmerica market enabling internet over their customer base. * Increased revenue on professional services on the region by 40% year over year. * Consulted carriers on how to monetize the use of technology helping them to obtain a return on their investment. Helped in create applications in WML on weather, email and other apps retrieving and reporting information back to the customer. This way, the carriers were able to reduce time on ROI in 12 months average. * Achieved recognition on maintaining billing hours above 90%. * Engaged in projects with carriers in Mexico, US, Argentina, Brazil, Chile, Peru and Colombia. Indirectly I helped in multiple integrations as I was part of the "Tiger team", a specialized technical group reviewing Methods of Procedures for deployments.

CEDP is a unique, culturally immersive leadership experience for high-potential leaders that highlights the advantages Latino executives bring to corporate America. Delivered in three phases over the course of six months, CEDP offers training and networking opportunities to Latino managers and directors preparing for executive levels of responsibility. Program participants develop critical business and leadership skills, achieve a deeper understanding of how aspects of Latino culture can affect performance and achievement, and gain business acumen and tools for maintaining authenticity, preparing them for sustained success at higher levels of responsibility and influence.

MBA program based on the case study method. Read and discussed more than 800 cases in a multi disciplinary approach including Finance, Economics, Business Government, Marketing and others.