Sergio Rodriguez
LEWISVILLE,TX
Summary
Versatile and accomplished Operations Management professional specializing in standing up and leading new service and product operations in a variety of industries including mobile payments, telematics & mobility services as well as technology start-ups.
Overview
13
13
years of professional experience
1
1
Certification
Work History
PROJECT MANAGEMENT CONSULTANT - NAVIGATION
Toyota Motors North America
Plano, TX
02.2021 - Current
- Organize and prioritize the Navigation Operations Readiness Backlog
- Work directly with Tier 1 through Tier 3 suppliers, business partners, and internal teams to drive our product’s transition from development phases to operational phases
- Responsible for analyzing and managing IQS and PQS data to discover product improvement opportunities, impactful countermeasures, and potential change requests post launch
- Analyze ongoing navigation processes to identify operational opportunities, communication gaps, and potential risks with a goal of optimizing the efficiency of our product operations
- Lead resource responsible for aligning program and operations teams to streamline launch readiness processes and responsibilities
- Coordinate and implement navigation benchmark studies to provide insight that would drive strategic decisions to optimize the TMNA navigation product against prior generations and competitors
- Develop, implement, and maintain business continuity and incident management policies and procedures
- Responsible for managing all platform and product-related information flows into support contact centers including communication strategy, delivery processes, messaging effectiveness and Kaizen opportunities
- Design and deliver Navigation collateral material including product decks, FAQs, troubleshooting guides, and one-pagers
SENIOR OPERATIONS CONSULTANT – PRODUCT OWNER
Toyota Connected
Plano, TX
01.2018 - 02.2021
- Lead a multi-disciplinary team of call center professionals in the development of Toyota Connected’s foundational service operations processes and training curriculum
- Work with other Product Owners to design, build and implement new products, platform functionality and enhancements within our Salesforce CRM
- Collaborate with Toyota’s Connected Technologies division to design and improve the service operations processes for all new telematics services and platform changes
- Responsible for streamlining processes and work-flows within Salesforce in an effort to simplify our agent’s responsibilities creating a better customer solution and experience
- Scrum Master for Toyota Connected Service Operations team
- Duties include leading Scrum Agile activities, Sprint Retrospective and Planning, Backlog Refinement and Daily Stand-ups
- For Service Operations, responsible for managing Toyota Connected’s primary client relationships including Toyota/Lexus, Toyota Canada, Servco and more
- Build and manage Toyota Connected’s ongoing training facilitation roadmap and coordinate training resources to ensure all new hire classes are appropriately trained.
PRODUCT OWNER – OPERATIONS MANAGER
Merchant Customer Exchange
Irving, TX
11.2013 - 07.2017
- Designed and built MCX’s merchant implementation process used to stand up 200 + national merchants and over 30K point of sale systems, resulting in 20 + million mobile payment transactions (31% above forecast)
- Project Manage the complete merchant implementation process by coordinating all MCX’s Product Owners, Developers, field support resources and payment ecosystem partners to meet their respective milestones on-time
- Primary vendor manager for 3 of MCX’s primary ecosystem partners including payment platform (Paydiant), CRM (Salesforce/Vertiba) and call center (FIS)
- Responsible for managing performance, solution design, implementation, problem resolution and partner coordination
- Heavy client management responsibilities including interfacing with senior finance and payments executives at MCX’s merchant owner companies such as Walmart, Target, Shell, Southwest Airlines and others to gather requirements, handle escalations, build implementation roadmaps, report results and much more
- Lead the first in-market “soft launch” of MCX’s mobile payment network in Columbus, Ohio including the field services team coverage & training, reporting, and merchant support.
TRAINING COORDINATOR
ACE Cash Express
Irving, TX
11.2008 - 08.2013
- Worked with central management to identify, plan, align and address training needs.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Compiled training handbook and related course materials.
- Monitored training reports within learning management system for respective roles to promote initial and annual training completion.
Education
D.M. Music - Music Education
SOUTH PLAINS COLLEGE
Skills
- Product Operations
- Operations Management
- Product Owner
- Project Management
- Salesforce Streamlining
- Salesforce Optimization
- Supplier Management
- Salesforce Administration
- Scrum Agile
- Process Design
- BPO Vendor Management
- International Business
- Data Analysis
- Team Leadership
- Training Development
- Training Delivery
- Curriculum Design
- Vendor Management
- Cloud Based Services Support
- Project Implementation
- Business Continuity
- Product Quality Surveys
- Initial Quality Study
- Technical Support
- Product Launch Management
- Technology Startup
Certification
Certified Professional Scrum Master
Accomplishments
- Professional Scrum Master
- Product Operations Management
- Bob Pike Certified Trainer
- Servant Leadership Practitioner
Hobbies
I am a father of two children named Sofia and Mason and enjoy spending time with them outdoors, teaching them how to work with wood, and about nature in general. I love fishing, mountain biking, kayaking, building with wood, playing guitar and piano, and singing.
Timeline
PROJECT MANAGEMENT CONSULTANT - NAVIGATION
Toyota Motors North America
02.2021 - Current
SENIOR OPERATIONS CONSULTANT – PRODUCT OWNER
Toyota Connected
01.2018 - 02.2021
PRODUCT OWNER – OPERATIONS MANAGER
Merchant Customer Exchange
11.2013 - 07.2017
TRAINING COORDINATOR
ACE Cash Express
11.2008 - 08.2013
D.M. Music - Music Education
SOUTH PLAINS COLLEGE