Status: Permanent Resident. Will be citizenship in 2010
HUMAN RESOURCES DIRECTOR—LATIN AMERICA
Strategic Human Resources Executive and proactive business partner to senior management guiding the development of performance-driven, customer-driven and market-driven organizations. Bilingual (Spanish/English) HR director, executive consultant and advisor providing expertise in the design, development and delivery of business strategies, processes and organizational infrastructures that have improved productivity, increased efficiency, enhanced quality and strengthened financial results. Master Black Belt. Core competencies include:
 Change Strategy & Change Management  Cross Cultural Business Relations
 Talent & Performance Management  HR, Process & Quality Best Practices
 Workforce Planning & Development  Coaching & Leadership Development
 Six Sigma Processes & Methodology  Group Process & Group Dynamics
 Staff Recruitment, Training & Development  Benefits & Compensation Administration
PROFESSIONAL EXPERIENCE
HEWLETT-PACKARD, Houston, Texas 1999 – April 2009
Acquired Compaq Computer Corporation in 2002
Compliance Director, Americas Sales Operations (2007 – April 2009)
Newly created position providing leadership in the execution of operational pre-assessment audits across the US, Canada and Latin America, a $25 billion sales operation. Identify noncompliant operational processes and partner with stakeholders to ensure corrective action it taken to minimize worldwide audit exposure.
• Created a self assessment program and processes, and collaborated with business units to take corrective action.
• Recognized for achieving zero complaint issues across the Americas for FY 2008.
Human Resources Director & Process Excellence Master Black Belt Latin America (2004 – 2007)
Reassigned to Houston to function in a dual HR and Process Quality leadership role providing internal consulting to management on workforce planning and development, employee relations, performance and change management, diversity and talent management for the $2.5 billion Latin American global operation.
• Implemented an automated hiring tool (TALEO) that reduced candidate recruiting time by 50%.
• Uncovered route cause in billing disputes in Latin America, and redesigned billing processes that reduced losses by 95% (from $15,000 to $800 monthly).
• Identified 100% of HP’s top talent and instituted development and retention programs.
• Designed and implemented a Work Life Balance Best Practices tool kit in Latin American for managers and employees.
• Achieved 100% performance management goals for assigned business and countries.
Luz M. Arbelaez, MBA Page Two
PROFESSIONAL EXPERIENCE (Continued)
• Facilitated training sessions on change management, including Fast Start and Jump Start.
• Managed Black Belt and Green Belt improvement projects across Latin American operations.
• Designed and facilitated a highly successful customer-focused training program and a sales development model to drive the sales organization from product sales to solution selling.
• Led several interventions to support senior leadership team in optimizing productivity and improving the deployment and execution of corporate-driven development programs.
• Delivered unprecedented improvements in process and quality for the Latin American region—increased clean orders by 45%, reduced order cycle time by 50%, improved on time 33% in Brazil and Mexico.
• Assisted in positioning HP Latin American sales from $2.5 billion to $5.3 billion over four years.
Director of Quality & Total Customer Experience, Latin America (2002 – 2004)
Tasked with adapting and redesigning all of HPs US quality and CRM programs for Latin America.
• Coached Latin American management team on key account matters relating to process improvement and quality.
• Created and launched the Customers Council for the Latin American Region to ensure best practices in quality and customer service across all key accounts.
• Designed and implemented a Customer First Program with key account CEOs managing the forum.
• Authored and launched a worldwide customer satisfaction survey (eRAP) to secure pertinent key account information.
Director, Human Resources, Colombia (1999 – 2002)
Recruited by Compaq Computer Corporation to expand operations in Columbia, and to establish and manage a CRM environment. Assumed leadership for an HR staff of six, all budgeting, recruiting, training, benefits and compensation administration, employee relations, legal compliance, organizational development, and facilities management to support a 100+ organization.
• Partnered in managing integration activities and legal issues after the HP/Compaq merger.
• Created and built a 400-member call center operation to include all staffing, training, policy and procedure development, customer-focused programs, and customer relationship management.
• Led the relocation of HP Colombia offices to a new location, successfully bringing project in on time and under budget.
• Blended corporate cultures, adapted sales compensation and benefits programs, and managed outplacement activities.
• Concurrently acquired Quality Leader role for the North Region to improve product quality, customer satisfaction and internal processes throughout Colombia, Venezuela, Ecuador, Puerto Rico, Central America and The Caribbean.
• Secured Master Black Belt certification and instituted Six Sigma methodology across multi-country region, achieving significant improvements—a 34% reduction in delivery time, a 9% increase in customer satisfaction and an 18% reduction in DSO (Venezuela), and a 44% reduction in order cycle time ( Puerto Rico).
Luz M. Arbelaez, MBA Page Three
PROFESSIONAL EXPERIENCE (Continued)
Earlier experience:
Human Resources Director, Pharmacia & Upjohn, Bogota, Colombia 1995 – 1999
• Collaborated with US team in the close of a manufacturing plant in Columbia employing 400+.
• Instituted Total Quality Management program and successfully centralized manufacturing operations resulting in a smooth transition with zero employee or government incidents.
Human Resources Director, Mobile Technology Communications, Bogota, Colombia 1993 – 1995
• Created and built the entire HR infrastructure to support this startup organization.
• Recruited 600+ managers and support staff, developed and implemented HR policies, processes, systems, training programs, and a complete compensation and benefits package.
EDUCATION, CERTIFICATIONS & PROFESSIONAL DEVELOPMENT
Hewlett Packard—Black Belt Master Certification
George Washington University—Project Manager Master Certification
HCI—Senior Human Resources Management Certification ( in progress )
Instituto de Alta Direccion, Bogota, Colombia, Executive MBA
Universidad Javeriana, Bogota, Colombia, BS, Psychology
Benefits Administration â— Employee Relations â— Total Quality Management
Workforce Planning & Development â— Succession Planning â— Diversity Management
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