Carlos E. Hernández Maldonado
Consultant
San Juan,PR
Summary
Dynamic and results-driven business analyst with a bachelor's degree in operations management and proven experience collaborating with diverse organizations. Expert in fostering strong client relationships and delivering high-quality service, as demonstrated through successful project implementations and client satisfaction initiatives. Skilled in Agile project management, supply chain optimization, forecasting, healthcare systems, and product development - including hands-on contributions to platform innovation and enhancements. Adept at conducting system demonstrations, delivering client training, and providing effective support and problem resolution. Detail-oriented, adaptable, and quick learner able to thrive in any environment, continually seeking opportunities to drive organizational growth and improvement.
Overview
7
7
years of professional experience
1
1
Certification
Work History
CONSULTANT
E3 CONSULTING
San Juan, PR
05.2024 - Current
- Foster and maintain strong client relationships by overseeing MMM project implementations and ensuring client satisfaction.
- Demonstrate proficiency in Agile methodology to efficiently manage and deliver projects on schedule.
- Conduct comprehensive ALLEC WMS & Inventory demonstrations for prospective and new clients, highlighting key system features and benefits.
- Collaborate closely with clients to implement ALLEC WMS & Inventory solutions tailored to their business needs.
- Deliver client training, ongoing support, and effective problem resolution to enhance client relationships and satisfaction.
- Participate in internal and external conferences to acquire and share new knowledge, trends, and methodologies for organizational improvement.
- Contribute to product development for both current and upcoming versions of the ALLEC platform, driving innovation and enhancements.
BUSINESS ANALYST
E3 CONSULTING
Santurce, PR
05.2022 - 05.2024
- Lead the implementation of the Homecoming project for MMM.
- Deliver the project ahead of schedule utilizing Agile methodology.
- Gather requirements for a standardized member eligibility template for Homecoming and future initiatives.
- Schedule and coordinate meetings with vendors and team members.
- Collaborate with the Business Technology Service Department (BTS) to make organizational improvements.
- Present ALLEC demonstrations to prospective clients.
- Support clients throughout the ALLEC implementation process within their organizations.
- Contribute as a team member to ALLEC Inventory and actively participate in external company activities and conventions.
TEAM MEMBER AND TEAM LEADER
INSTARZ, LLC
Mayagüez, PR
06.2020 - 01.2021
- Served as Project Management Lead, overseeing business operations, cost analysis, logistics, contract compliance, legal matters, and schedule management.
- Collaborated with cross-functional team members to develop and submit a comprehensive business proposal to NASA.
- Participated as a member of the Schedule Management Team, contributing to the creation and maintenance of an Integrated Master Schedule.
- Prepared and delivered detailed presentation reports to expert mentors for review and professional feedback.
- (Start-up)
INTERN MEMBER
WATRIC ENERGY RESOURCES
Mayaguez, PR
01.2019 - 05.2020
- Directed daily operations for marketing and advertising departments, ensuring effective campaign execution and departmental coordination.
- Secured advancement through the first and second rounds of the PRE18 competition, demonstrating strategic planning and organizational growth.
- Developed and launched a sustainable product kit, successfully reducing production costs by up to 50% to increase profitability for the start-up.
- Awarded the NSF competition grants to support customer discovery efforts and drive innovative business solutions.
- (Start-up)
CHANGE HEALTHCARE SUBJECT MATTER EXPERT (SME)
WIPRO
Guaynabo, PR
07.2021 - 05.2022
- Supervised a team of over 10 agents, providing guidance and support to ensure optimal performance.
- Collaborated with other Subject Matter Experts to assist with team management and development.
- Conducted tone assessment evaluations to enhance agents' communication skills and professionalism.
- Provided ongoing support to agents by addressing questions, clarifying doubts, and assisting with unique situations.
- Received and acknowledged compliment calls, reinforcing positive customer experiences and promoting satisfaction.
- Facilitated team meetings to provide call feedback, fostering continuous improvement and professional development.
- Developed a comprehensive guide to enhance the onboarding and knowledge of new agents.
CHANGE HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE
WIPRO
Guaynabo, PR
03.2021 - 07.2021
- Delivered exceptional customer service as a Change Healthcare agent, ensuring a positive and supportive experience for all members.
- Guided members through the application process for state-provided programs, offering clear and detailed assistance.
- Addressed member inquiries and concerns with professionalism, providing accurate information and resolving issues efficiently.
- Educated and supported members throughout calls, fostering understanding and satisfaction.
- Effectively managed challenging situations with empathy and composure, maintaining high standards of service.
Education
B.S.B.A. - Operations Management
University of Puerto Rico-Mayaguez
06.2021
Master in Supply Chain Management MicroMaster Program - undefined
MIT
01.2026
Skills
- Bilingual: Fluent in Spanish and English
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Project)
- Skilled in technology integration, including Minitab and MATLAB
- Quick learner with a strong ability to adapt to new tools and processes
- Experienced with TFS Agile Management Tool
- Expertise in Business Process Improvement and Quality Assurance
- Advanced data analysis and validation capabilities
- Proven client management and requirements gathering experience
- Knowledgeable in supply chain methodologies: MSP, MRP, and SO&P
- Business Analyst and Consultant experience
- Project management skills, including use of Metabase for data-driven decision making
Certification
- La Salle Group 'Six Sigma Yellow Belt Certified (SSYBC)'
- Supply Chain Analytics Course Certificate
Leadership Experience
American Production and Inventory Control Society (APICS) UPRM Chapter, Board Member, Partnered with organizational leadership during monthly board meetings to contribute to strategic decision-making., Spring Semester, 2019
Timeline
CONSULTANT
E3 CONSULTING
05.2024 - Current
BUSINESS ANALYST
E3 CONSULTING
05.2022 - 05.2024
CHANGE HEALTHCARE SUBJECT MATTER EXPERT (SME)
WIPRO
07.2021 - 05.2022
CHANGE HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE
WIPRO
03.2021 - 07.2021
TEAM MEMBER AND TEAM LEADER
INSTARZ, LLC
06.2020 - 01.2021
INTERN MEMBER
WATRIC ENERGY RESOURCES
01.2019 - 05.2020
B.S.B.A. - Operations Management
University of Puerto Rico-Mayaguez
Master in Supply Chain Management MicroMaster Program - undefined
MIT