Antonio LOPEZ PALAZUELO

Spearheaded Lean Six Sigma deployment and agile transformation initiatives across Southern Europe, impacting Demand Planning, Logistics Account Management, Warehousing, and Transportation functions. Directed Strategy Alignment and Hoshin Planning to drive organizational focus and operational excellence. Achieved Lean deployment increase from 86% to 100% within six months, embedding continuous improvement culture. Led training and coaching for 28+ employees, integrating daily management routines, agile practices, and structured problem-solving on the frontline. Designed and implemented Power BI dashboards for real-time monitoring and acceleration of Continuous Improvement and Agile projects. Developed customized tools for problem-solving, project management, coaching, and prioritization/tracking of improvement initiatives. Enhanced delivery quality raising complaint-free rate from 98.9% to 99.5%. Improved On-Time Delivery performance from 89.9% to 91%, with sustained ongoing improvements.

Identified and implemented process improvements, waste removal, and cost reduction across the Value Chain using Lean/Six Sigma strategies. Spearheaded customer service, procurement, logistic warehouse and fulfillment activities.

As Operations Manager in the software industry, I spearheaded a 30+ engineer team responsible for Autodata content creation. We executed strategic initiatives to revolutionize our processes and tools, resulting in a remarkable 20% reduction in time-to-market and an impressive 30% increase in productivity.

As a seasoned program manager and Lean Six Sigma coach in the industrial printing sector, I served as a Customer Experience Program Manager, driving transformative change and operational excellence. Leading cross-functional teams, I applied Lean Six Sigma methodologies to optimize processes and enhance customer satisfaction. Through strategic program management and hands-on coaching, I empowered teams to identify inefficiencies and implement targeted improvements. Leveraging my expertise, I played a pivotal role in elevating customer experience standards, resulting in increased efficiency and profitability for the organization.

Spearhead consultancy activities, including documenting diagnose as well as creating and implementing improvement plan. Create and implement Lean-6Sigma tools and methodologies to small and medium companies’ environment. Boost productivity and efficiency through the development and management of support teams. (Customer Service, Pre Sales, Inside Sales and Back Office).

Under the responsibility of the Vice President of Marketing and Global Accounts, managed support for Global Accounts (3000 sites and $100M in revenue with a team of 65 people).
Strategic and operational planning of all support activities. The operations area included installation, maintenance, design-projects, and Customer Service. (3 Call Centers -follow the sun organization).

Led DMAIC, DFSS, and LEAN projects and programs in the Finance and Customer Service areas. Improved customer satisfaction, cash flow by $14.5M and net result by $1.5M through restructuring projects and Kaizens in Back Office and Finance areas. (Improved DSO and DPO).

Design and implementation of Customer Care Centre for ADT France.( 30 Customer Service Agents and 4 Team Leaders) Achievements : Design and implementation of flow management strategies. Process harmonization for 30 companies that merged into ADT France after acquisition. Implementation of quality management system according to APSAD and ISO 9000 regulations. Recruiting, training and coaching of Team Leaders. Design, implementation and stabilization of KPI dashboard: Service level (90%), Average handling time (380 seconds) and mails response delay (48h00).

Management of 28 CSA and 2 Team Leaders.Implementation of CRM and AVAYA technologies. Implementation of statistical analysis tools. Implementation of individual and team objectives: qualitative and quantitative. Outsourcing non value added activities for Customer Service. Achievements: Increase of productivity by 16%. I updated DRP for Call Centre.

Team Leader and Quality Manager. Selection training and coaching of Coffee Specialists.