Joel Carrillo-Jacques

952 223-4898 17079 Encina Path, Lakeville, MN 55024

jc750c44@westpost.net
PROJECT MANAGEMENT/MARKETING/SALES
Determined project management professional with extensive experience diagnosing,
developing, and executing innovative and effective strategic business solutions
. Engaging leader with propensity to take calculated risk and consistently deli
ver on commitment. Possesses unquestionable work ethic and strong interpersonal
and bilingual skills.
ACS - A XEROX Company
2001 to present
SBU Manager I (Homebanc) & Project Leader (GMAC), Atlanta, GA & Bloomington, MN
2008- Present
Promoted to SBU Manager I. For six months before contract completion, oversaw a
1.5MM business unit with overall responsibility for the account (i.e. P&L, servi
ce delivery, operations, IT, HR). Assisted SBU Manager II with the implementatio
n and transition of GMAC (ResCap) operations. Managed 4 direct reports and 40 in
direct reports.
.
* Partnered with project leaders and developers to design, develop, and maintain
a document management infrastructure which handles over 500,000 records per mon
th.
* Recommended, designed, and implemented a change control method. More than 100
requests were submitted and successfully addressed and deployed within 12 months
. Coordinated regular change control board meetings and corroborated compliance
and specifications before products were launched, assuring proper employee train
ing, system functionality, and customer satisfaction.
* Managed the creation, delivery, and implementation of more than 100 process fl
ows, guidelines and procedures. Within 60 days, SLA compliance improved by 40% a
nd productivity by 20%.
* Developed cultural awareness and integration by planning and organizing multic
ultural events for the business unit, the clients, and the community
International Project Leader, Sandy, UT
2004 - 2007
Promoted to project leader and sponsored by ACS to work in the US. Coordinated s
mall and mid-size globally sourced BPO projects. Developed a solid QC project te
am, providing client (Flextronics) quantifiable gains through the implementation
of Six Sigma standards and metrics.
* Promoted company global image for the GSG and assisted business unit managers
with country analysis, logistics, and migration of their work to offshore locati
ons. Doubled the number of business units with global presence in 10 months.
* Developed HIPAA & GLB (federal regulations) awareness in four non-domestic sit
es (Mexico, Guatemala, India, and Jamaica). Within 6 months the proper cultural
changes necessary to achieve compliance were in place while remaining 5% under b
udget.
* Deepen relationships and cohesion of formerly fractious and dysfunctional grou
ps by effectively engaging in regular conference calls and meetings. Developed
an ongoing training program. Documented and trained staff and customers in the u
sage of an AP Workflow application, reducing the number of emails and phone call
s by 35% in six months.
* Evaluated risk, developed a plan, tested programs successfully, and assessed v
iability of a BCP/DRP for five business units.
Site -HR Coordinator, Monterrey & Juarez, Mexico
2001 - 2004
Assisted BU managers, their developers, and cross-functional teams with the simu
ltaneous implementation of five start up accounts (GE, Honeywell, Alcoa, IR, ACS
-AP). Acted as in-house counsel, mediator, and site coordinator. Recruited, trai
ned, supervised and developed 100+ FTE
* Partnered with clients to develop 6 sigma green belt projects improving cycle
time and accountability. Maintained the highest standards of quality (above 99%
/ 98% [LSL]) in six months of initial implementation.
* Facilitated partnership with GE project team and ACS implementation teams in t
he effective designing of a workflow solution in Monterrey, Mexico, leading to f
our BPO contracts with additional GE units.
* Jointly directed the operational and HR infrastructure for five start-up busin
esses in Mexico. Transitioned 90% of BPO functions from the US to Mexico in 12 m
onths, saving $500,000 per year.

EDUCATION AND TRAINING

- PMI Courses preparatory to certification - in progress.
- Bachelors Degree - Management, Brigham Young University, Provo, Utah, 2010.
- Six Sigma Green Belt Certification, SLC, Utah 2001.
- Accounting Certificate LDS Business College, SLC, Utah, 2001.

VOLUNTEER EXPERIENCE
- Interpreted from English to Spanish for an ecclesiastical organization from 20
03 - 2004.
- Directed / trained groups of international volunteers while providing communit
y service and counseling to families in Mexico from 1993 to 1995.