Alfonso Chacon

Bilingual Implementation and Business Process Analyst with 8+ years of experience supporting technology implementations, business process improvement, business intelligence, CRM solutions, automation initiatives, and operational transformation.

Industrial

Engineer with experience translating business requirements into practical workflows, supporting system implementations, validating data and processes, troubleshooting operational issues, and collaborating with business and technical stakeholders. Hands-on experience supporting CRM implementations, including SAP Synergia and CRM Service Manager, RPA automation, service measurement initiatives, and compensation process automation. Strong proficiency in Microsoft Excel, PivotTables, Power Query, SQL, and Power BI.

Certified Scrum

Master with strong communication, facilitation, documentation, training, problem-solving, and stakeholder management skills. Fluent in English and Spanish.

Senior Quality Analyst - Global Hitss

(2019-02 - 2023-10)

• Supported technology and business process initiatives by analyzing operational requirements, workflows, performance indicators, and improvement opportunities.
• Collaborated with business and technical stakeholders to gather requirements, identify process gaps, document workflows, and develop practical solutions.
• Supported CRM-related initiatives, including SAP Synergia, through business process analysis, requirements documentation, testing/UAT support, and stakeholder coordination.
• Contributed to implementation of a new CRM Service Manager, supporting process alignment, requirements analysis, testing, documentation, and implementation activities.
• Supported RPA implementation for recurring activities by identifying automation opportunities, analyzing workflows, validating processes, and collaborating with technical teams.
• Participated in a government-related Sondas and Service Measurement project, supporting service monitoring, data analysis, KPI reporting, stakeholder coordination, and process improvement.
• Supported compensation-process automation by analyzing workflows, identifying manual activities and control points, validating business rules, and supporting testing and implementation.
• Prepared, cleaned, analyzed, and validated operational data using Advanced Excel, PivotTables, Power Query, SQL, and Power BI.
• Developed reports and dashboards, investigated operational issues using root-cause analysis, and communicated recommendations to management.

Indicator Assurance Administrator - STI

(2015-06 - 2019-01)

• Analyzed operational processes and performance indicators to identify improvement opportunities and strengthen service quality and compliance.
• Gathered information from internal stakeholders to understand operational requirements and support process changes.
• Coordinated process reorganization initiatives that improved communication and reduced operational delays.
• Prepared reports, analysis, recommendations, and process documentation for senior management.

Supervisor (TR) - Body Energy Club

(2025-04 - 2026-06)

• Coordinated daily operations, workflows, priorities, and team responsibilities in a fast-paced customer-facing environment.
• Maintained Excel-based operational records and analyzed inventory, usage, ordering, and performance data.
• Used operational data to identify discrepancies and process improvement opportunities; prepared reports and trained team members.

Brand Representative - ARC Iberico Imports Ltd

(2024-01 - 2025-12)

Program - International Business Management - Cornerstone College (2026)

Program - iBF - Gastown Business College (2024)

Certificate - Scrum Master - International Scrum Institute (2021)

Certificate - Project Management & Business Intelligence - Grancolombiano Polytechnic (2020)

Certificate - Six Sigma Yellow Belt - Lean Six Sigma Institute (2016)

BSc. - Industrial Engineering - New Granada Military University (2011)