Joaquin Gomez Galindo Email & Phone Number

Mexico City, Mexico

Mexico City, Cdmx, Mx

Ciudad De México, México

Responsable de Procesos y Certificaciones (ISO, ESR, GPTW, ONU, OEA)A carrgo del área de Auditoría y Control Interno (Responsable de Enteprise Risk Management - ERM)

México

Ciudad De México

Responsable de los procesos de Planeación Financiera (Plan Anual), Control Presupuestal y Procesos de Compras

Ciudad De México, México

Reporting to the Risk, Audit and Internal Control Department and to the Audit Team of the Americas Region, also in charge of the company's Policies & Procedures (SOP’s).o Designed and implemented the systematization of 100% of the Policies and Procedures of the entire company (business processmapping) reinforcing internal control and developing a specific methodology for TFSM based on BPMN, COSO and ISO. During mytenure, we developed a collection of more than 350 Policies and Procedures, mainly strengthening corporate governance.o Designed and implemented a new Risk analysis model to develop the annual Internal Audit Plans based on Prevention and thus be ableto identify and attack in a timely manner the areas that presented the greatest risks and threats to the achievement of the company'sobjectives.Activities and duties:* Designed and completed the Annual Internal Audit Plans on time and in accordance with company objectives.* Coordinated external audit reviews by PwC.* Conducted risk assessment across all business areas to implement countermeasures that addressed and resolved audit findings in atimely manner.* Coordinated the follow-up and completion of the action plans and countermeasures to solve findings through process managementprocesses between areas, supporting the work of the middle and senior management

Ciudad De México Y Alrededores, México

Reporting to CRO / CFO. Toyota Financial Services México S.A. de C.V. (July 2018 - June 2019 – Cross-training)Kaizen Champion during this period.o Successfully implemented the adaptation of the Credit Risk Model (Third generation for Credit origination) which was developed inconjunction with the Risk team of the Americas/Pacific Region and a specialized team in India with which I had to do an interpretation ofthe main variables of the databases for the adequate tropicalization of the model. This model managed to reduce the Past Due Portfolioby more than 50% in the medium term since its implementation.o Effectively managed the first phase of the project to automate the Calculation of Reserves for credit losses –MEXGAAP and USGAAP.With this project, human errors from manual calculation were eliminated and production time was reduced by more than 50%.o As a Kaizen Champion, I was in charge of monitoring Continuous Improvement processes throughout the company, running a coachingand consulting process to successfully complete projects, I also coordinated the presentation of said projects in competitions.Activities and duties:* Coordinated the ERM Committee and its monthly meetings.* Developed the processing and monitoring of KRI and KPI, financial risk (liquidity), credit risk (credit rating, collection behavior, portfoliometrics).* Managed the BIA and BCP operational risk model (including ABOC – Alternate Operations Center).* Supervised in coordination with the finance area models of Residual Value and Profitability of the company's financial products.

Reporting to the Direction of Operations:Successfully designed and carried out the Migration of the Contact Center system to a new platform that reduced Technology costs by 50% while having more than 60,000 clients.Developed, implemented, and launched the IVR system which offered automated services and also allowed communication with an agent in an expedited manner, this project also involved implementing the "official voice" of Toyota, the IVR remained in operation for 13 years. Designed, launched, and fully implemented the File Management System, which allowed us to reduce response times by more than 30% and allowed us to have a 100% reliable database which did not exist previously. Redesigned and implemented a new Web page for Customer Service based on web services (reducing response times), improving the browsing experience and service offerings that allowed a 30% reduction in growth rate of incoming calls to the Call Center.Designed and implemented a Quality Assurance model, operational strategy, and satisfaction survey to meet the demand for calls and emails that increased by 500% between 2007 and 2012, maintaining service levels above 80% and abandonment levels below 3 %. Achieved the Customer Service area to have the best customer satisfaction index in the Contact Center and Customer Care areas for Captive Automotive Finance Companies in the Customer Satisfaction Index (AC Nielsen) from 2009 to2012.Activities and duties:Managed the Customer Service & File Area, working as the head of the Contact Center Operation and customer website mainly managing technology providers.Provided operational support to the Credit and Collection areas for solutions involved with the Contact Center platform.* As a Kaizen Team member, actively advised interdisciplinary teams for the implementation of process improvements, also training the associates and business partners in Kaizen methodology according to Toyota guidelines.

Master'S Degree, Business/Managerial Economics

Diploma, Project Management

B.A. Marketing