Expertise:
Ms. Casanova's expertise is in performance management.
Major Product/SVS:
Consultations, Call Center, Workforce Management, Customer Service, Banking Services including Online Banking, Savings, Checking Accounts and Telephone Banking
Favorite Business Publication:
Workforce Management; Chief Learning Officer
Hobbies/Sports:
Playing Drums, Piloting Single-Engine Planes, Playing Basketball
Education Degrees:
Bachelor's Degree in Industrial Engineering, University of Puerto Rico (1995)
Affiliations Awards:
Colegio de Ingenieros y Agrimensores de Puerto Rico
Throughout the duration of your career, what was the one highlight that stood out the most?:
The highlights of his career were obtaining the workforce management position at the call center and creating the measurement system at the bank branches with four regional managers.
Number Of Years In Profession:
15
Number Of Years In Current Position:
6
What Does He/She Attribute Success To:
He attributes his success to his positive attitude, persistence, will to progress toward the future, corrective nature and communication skills.
Position Responsibilities and Duties:
Taking Measurements, Improving Processes, Supervising Branch Operations, Developing Metrics, Managing Human Resources, Overseeing the Incentives Program, Training Over 700 Employees in Groups of 20, Working with Four Regional Managers, Monitoring 50 Branches, Implementing the Measurement Systems, Setting Up Standards, Conducting Business and Life Coaching and Training Sessions in Relations to Personality Theory and Customer Service
Education Certifications:
Licensed Professional Engineer (2001); Certified Color Code Trainer