Fashion

Tech

People  and  Change  Sr.  Manager

Top Management

My professional activity has been developed in the Human Capital field working with most of the Big Four
Consultant Firms. I have been involved in system implementation projects with a Change Management
component (Training, Communication, Organization and Leadership). I also have developed and
implemented Competency Models and realign the HR processes toward the Competency Model. I was the
head responsible of the Human Capital area in a retail company and also I am the former Sr. Manager
responsible of Organizational Development area and Organizational Design in a Telecommunication
Company.

Currently I had a career change within AT&T by becoming the CXE Manager of AT&T at Mexico City,
changing the Human Resources activities for the B2B support activities, this has allow me to understand
more about the importance of the Customer Experience, to introduce new methodologies such as
Neuroscience and define a dashboard that shows the contribution of the CXE in the B2B Sale Process.

My passion is to introduce innovation either in the processes or technology that provides better
information to the decision makers at the right cost or investment. I will always see how can I improve the
current way of doing things in order to make it better, easier and with better results.

During  my  participation  in  the  Consulting  Business  I  participated  in  the  most  important  SAP implementations  in  Mexico  such  as:  Volkswagen,  Grupo  DESC,  Grupo  Acerero  del  Norte  among others.  I  led  the  Change  Management  team  and  was  responsible  to  the  definition  and implementation  of  the  Change  Management  Strategy  considering:  Communication,  Leadership and  training.  In  companies  such  as  CODELCO  –  CHILE  and  Vitro,  I  was  responsible  to implement  a  Competency  Model  and  redefine  the  HR  processes  around  this  model.  I  also participated  in  a  Leadership  Development  project  at  Vitro  in  order  to  help  the  CEO  to  make strategic  decisions  according  with  each  executive  potential.  I  also  made  Organizational Design  and  Compensation  analysis  for  companies  such  as  Servicio  Postal  Mexicano, Technahindra, SCT, among  others. 

Reporting to: AVP Channel Solutions
Direct reports (number and positions): 5

Responsibilities
Responsible to manage the Center of Experience (Executive Briefing Center) in order to provide to our
Executive Business Salesforce and our clients a space where the can know more about AT&T's business
solutions. The objective of my area is to positionate AT&T as a business solution partner by designing
unique, memorable and easy experiences for out B2B Clients.

Achievements
Design and implement the CXE's Dashboard in order to show CXE's impact in the sale's conversion rate.
Implement the neuroscience project in order to define a more precise stimuli strategy to design
personalize and memorable experiences
Implementation of the 2nd CXE at Monterrey within time and budget
Sponsorship memberships for about 3,000,000 MXP
Regain almost 4,500,000 MXP from sponsorships sold previous my management
EBS Customer Journey Map definition
Design and implementation of the CXE virtual visits system connecting it with Salesforce
Savings for about 1,500,000 MXP in maintenance
Improvement of the booking, maintenance and the follow up and satisfaction processes, defining KPIs that
would allow us to determine the impact of the visit in our clients.
Design and implementation of the CXE dashboard in order to provide information relates with the visits and the impact of these visits in the sales process


1

Position

CXE Sr Manager

Reporting to: Cos and OD Director
Direct reports (number and positions): 5

Responsibilities
Responsible to implement the AT&T's Competency Model as well as the following processes aligned with the Model: Performance and Development Appraisal, Potential Measurement, Succession Planning,
Career Plan, Organizational Design And Change Management Implementation. My main responsibilities
are to provide the methodology aligned with USA in order to provide data to decision makers and other HR
processes in order to ensure that the right talent is in the right position at the right time as well as to help the Business in the implementation of different change initiatives from a people perspective.

Achievements
•   Implementation  of  SSFF  functionality  related  with: Performance  and  Development  Appraisal,
Competency  Management,  Continuous  Performance  Management,	Succession  Plan,  Potential
Measurement, Career Plan.
•   Implementation of Career Plan for Operational Areas.
•   Organizational Design for areas such as Organizational Communication, Network, IT among others.
•   Introduction of the 360 Evaluation in SSFF this represented 2000,000usd savings aprox.
•   Talent Algorithm design and implementation in order to reduce biases in HiPos identification.
•   Implementation of workforce analytics in order to provide hard data related with talent turn over.

OD- Talent Management Sr. Manager

Find out detailed information about Rosa Elba Alcala, People  and  Change  Sr.  Manager in CDMX, DIF

Rosa Elba Alcala: People and Change Sr. Manager in CDMX, DIF

Rosa Elba Alcala