Summary
Overview
Work History
Education
Skills
Languages
Certification
Affiliations
References
Timeline
Generic
Eny Alfonso

Eny Alfonso

Miami,FL

Summary

Dynamic quality leader with a proven track record at Epiq Global, specializing in Total Quality Management and Lean Six Sigma methodologies. Expert in driving continuous improvement and enhancing customer satisfaction through innovative training development and effective communication. Recognized for implementing quality assurance processes that elevated service delivery standards across multiple departments.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Director of Quality

Epiq Global
01.2021 - 06.2025
  • Led team of professionals to develop and execute strategies for Office Services Support and Consulting Products.
  • Engaged industry experts to enhance Customer Service and Hospitality Training offerings.
  • Developed quality assurance programs to enhance service delivery standards.
  • Facilitated training sessions to educate staff on quality management practices.
  • Analyzed customer feedback to identify areas for service enhancement.
  • Monitored performance metrics to drive continuous improvement efforts.
  • Utilized statistical process control methods such as Six Sigma tools and root cause analysis to identify opportunities for improvement.
  • Developed and implemented quality assurance processes, procedures, and standards to ensure product and service excellence.
  • Implemented a system of rewards and recognition programs designed to motivate employees towards higher levels of performance.
  • Conducted internal audits to identify areas for improvement in operations and customer service.
  • Established metrics to monitor and evaluate quality assurance initiatives across departments.

Quality Consultant / Operations Manager

Exela Enterprise Solutions
01.2006 - 01.2021
  • Company Overview: Tenure through mergers and acquisitions: Pitney Bowes – Novitex Enterprise Solutions – Exela Technologies
  • Ensured all operational processes standardized and followed by various client accounts, including over 80+ Mail & Print Centers across the U.S. and Canada for a top five international bank.
  • Developed all processes workflows / written work instructions for services rendered to the client based on TQM principles and Lean Six Sigma methodologies.
  • Managed team responsible for all customer reports, operations support, and special projects.
  • Managed and drove Cost Savings targets and initiatives.
  • Responsible for all Operational and Customer Service Training Development and Delivery.
  • Tenure through mergers and acquisitions: Pitney Bowes – Novitex Enterprise Solutions – Exela Technologies

Operations Training Specialist – Interaction Skills and Process Improvement

Pitney Bowes
01.2003 - 01.2006
  • Created and implemented company-wide operations and interaction skills training programs, initiatives, and job aids delivered in a classroom setting.
  • Educated Operations Managers and Team Leaders via live, online training sessions in topics that included financial, operations, ergonomics, and customer service.

Education

Black Belt - Lean Six Sigma

Go Lean Six Sigma
06-2017

Certified Instructor - Learning Systems Facilitation

Development Dimensions International
05-2004

Certified Instructor - Total Quality Management

Philip B. Crosby & Associates
08-1994

Skills

  • Total quality management
  • Lean Six Sigma
  • Operations leadership
  • Problem-solving strategies
  • Continuous improvement
  • Customer satisfaction
  • Organizational skills
  • Creative thinking
  • Training development
  • Communication proficiency
  • Corporate hospitality
  • Proficient in Microsoft programs

Languages

English
Full Professional
Spanish
Native/ Bilingual

Certification

  • Certified Postal Consultant
  • Certified Facilitation Skills Professional

Affiliations

  • Member of Postal Customer Council
  • Member of Toastmasters International
  • Member of local Dungeons & Dragons Club
  • Exceptional Home Chef
  • Blessed husband and proud father of two boys

References

References available upon request.

Timeline

Director of Quality

Epiq Global
01.2021 - 06.2025

Quality Consultant / Operations Manager

Exela Enterprise Solutions
01.2006 - 01.2021

Operations Training Specialist – Interaction Skills and Process Improvement

Pitney Bowes
01.2003 - 01.2006

Black Belt - Lean Six Sigma

Go Lean Six Sigma

Certified Instructor - Learning Systems Facilitation

Development Dimensions International

Certified Instructor - Total Quality Management

Philip B. Crosby & Associates

Similar Profiles

CREATE PROFILE