Maria Karlina Contreras Soto

Lead/ Senior Business Analyst

Roche

Sep 2023 - Current (3 years 2 months)

User Research and Design: Researched user needs and designed intuitive software interactions. Led mock sessions, ideation, and product owner reviews. Analyzed current and future processes, business requirements, and data integration needs. Created data flows, diagrams, and change management plans, and performed fit-gap analyses. Testing and Qual ity Assurance: Prepared test data and managed testing activities, including smoke, functional, regression, and user acceptance tests. Conducted post-deployment tests and documented results, including issues and resolutions. Predeployment and Hypercare: Organized Day in the Life simulations to help users experience the new system before it went live. Coordinated hypercare support to ensure smooth ado

GCX Team Lead/ LATAM Account Delivery Manager

Roche

May 2022 - Sep 2023 (1 year 5 months)

Managed IT service delivery across LATAM accounts, ensuring adherence to SLAs and improving response times by 15%. Cl ient and Stakeholder Management: Built strong relationships with senior stakeholders and vendors, enhancing client satisfaction and ensuring effective communication. Operational Efficiency: Implemented process improvements resulting in a 10% increase in customer satisfaction and a 20% reduction in recurring issues. Performance and Financial Management: Monitored KPIs and SLAs, managed budgets, and ensured alignment with financial goals and service contracts. Change and Incident Management: Led change initiatives and resolved critical incidents, minimizing service disruptions and maintaining high service quality. Team Leaders

SAP Physical Distribution Account Delivery Manager

DXC

Nov 2019 - May 2022 (2 years 7 months)

Service Del ivery Management: Oversaw the delivery and execution of IT services, ensuring alignment with organizational goals and stakeholder expectations. Budget and Commercial Management: Owned the project budget and led commercial negotiations for new services, including Statement of Work (SOW) creation and contract finalization. Stakeholder Management: Acted as the primary point of contact for stakeholders, managing expectations and communications to ensure satisfaction and alignment with service goals. Escalation Management: Handled complex escalations, coordinating with cross-functional teams to resolve critical issues and maintain service quality. Team Leadership: Led three regional teams across different locations, driving performan

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Transition Manager

Apr 2018 - Nov 2019 (1 year 8 months)

Project Leadership: Directed the implementation of financial planning tools, managing resource allocation and coordinating testing phases. Training and Support: Orchestrated training programs for end-users and support teams, managing hypercare activities to resolve post-go-live issues. Requirement Management: Led requirement gathering and documentation to ensure alignment with stakeholder expectations.

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RTR Finance Transformation Coordinator

3M SAP

Nov 2015 - Apr 2018 (2 years 6 months)

Service Implementation: Led the SAP R3P implementation for L1 SAP support teams, overseeing stakeholder engagement, conducting User Acceptance Testing (UAT), and delivering targeted training programs to ensure successful deployment. Process Improvement: Conducted business analysis to identify gaps and define business needs. Developed WRICEF objects and templates, ensuring alignment with project scope, quality standards, and overall business objectives. Training and Support: Coordinated the creation of training materials and managed hypercare support. Provided comprehensive training to facilitate system adoption and address post-implementation issues.

Maria Karlina Contreras Soto

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Maria Karlina Contreras Soto

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Behavioral traits