Marcela B. Villarreal
Ciudad Juárez
Summary
Professional with comprehensive experience in agile methodologies and team facilitation. Skilled in guiding teams through agile practices, fostering collaboration, and driving successful project outcomes. Adept at adapting to changing requirements, resolving conflicts, and ensuring continuous improvement. Recognized for strong leadership, effective communication, and problem-solving abilities.
Overview
2024
2024
years of professional experience
1
1
Certification
Work History
Scrum Master & Service Delivery Coordinator
Harris Computer
- Facilitate Agile ceremonies and coach team members on Scrum practices to enhance efficiency and collaboration
- Lead project coordination to align with business objectives and customer needs while championing continuous improvement initiatives in R&D processes
- Manage stakeholder relationships and foster transparency and accountability
- I have expertise in data management, specifically in updating and monitoring data in Business Central to ensure accuracy and compliance
- Using Azure DevOps, I streamline change control processes for Dynamics 365 solutions, ensuring they meet client needs
- I maintain current process documentation and emphasize effective communication and training for process changes
- I create and update PowerApp forms for data collection integrated with Business Central
- My experience includes configuring security levels and resource allocation in the M365 Admin Center, ensuring data security
- During the Dynamics migration, I verified client and prospect data accuracy, ensuring all essential information from Zoho was transferred
- I created fields for missing data and backed everything up in OneDrive for safekeeping
Leasing Manager
El Paso Home Rentals
01.2023 - 07.2023
- Oversaw the leasing processes for new properties, applying agile principles to streamline operations
- Conducted market research and implemented marketing strategies to maximize property exposure
- Provided support for financial tasks and effectively managed critical tenant situations with a focus on service delivery
- Served as project coordinator for marketing campaigns
- Managed profile data
Process Manager
Tech Mahindra
02.2022 - 09.2022
- Collaborated with stakeholders to implement efficient workflows and prioritize service delivery
- Conducted root cause analysis to identify process improvements and streamline project management
- Ensured adherence to ITIL best practices and aligned processes with IT service management principles
Compliance Officer
CocaCola FEMSA
07.2021 - 02.2022
- Developed and implemented a leadership plan for compliance to enhance operational efficiency
- Improved the filtering of compliance procedures and proposed process enhancements
- Led change management efforts to foster a culture of compliance within the organization
Change Management Lead
FEMSA
01.2020 - 07.2021
- Led the ownership and execution of change management processes aligned with ITIL principles, ensuring standardized practices across the organization
- Created and implemented detailed strategies and training materials aimed at equipping team members with the knowledge and skills necessary for effective change implementation, in strict accordance with project guidelines
- Organized and facilitated Change Advisory Board (CAB) meetings to review and assess proposed changes, while seamlessly integrating change management processes across various departments to enhance collaboration and ensure a smooth transition
AMS Support Backfill
Heineken
01.2019 - 12.2019
- During the Hypercare phase, I delivered comprehensive technical support and training focused on vendor management processes
- This included creating training materials, conducting workshops, and offering one-on-one guidance to ensure stakeholders were well-equipped to navigate the systems effectively
- I acted as a project assistant to the Project Manager throughout the transition, facilitating communication between teams, tracking project milestones, and assisting with documentation to ensure a smooth and efficient transition
IT Service Management Specialist
Pepsico Latam
10.2016 - 06.2018
- Supervised major incidents and managed technical bridges to ensure rapid incident resolution
- Defined escalation models and collaborated with cross-functional teams to prioritize change requests
- Led incident management efforts, analyzed incident trends, and drove the implementation of corrective actions
- Served as the Change Manager for the LATAM Change Advisory Board (CAB), overseeing the process and actively participating throughout the entire lifecycle
- Provided end-user support and ensured customer satisfaction
- Managed vendor relationships
Education
Bachelor of Science - Computer Science
Universidad Santander
Mexico, México, Mexico12-2025
Associate in Applied Science - Graphic Design
ESCUELA DE PUBLICIDAD THOMPSON
San Nicolas De Los Garza, Nuevo Leon07-2003
Skills
- Azure DevOps
- Agile Coaching
- Sprint Planning
- MS powerapps
- M365 dynamics (CRM)
- ITIL
- Service Now
- BMC Remedy
- Helix
- Jira
- Trello
- Confluence
- Service Management
- Critical Situation Management
- Incident response
- Process lifecycle
- Technical documentation
- Enterprise communications
- Leadership
Languages
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Certification
ITIL V3
EXIN 025558
Six Sigma Yellow Belt
Kaizenia 553543
SCRUM Master
SCRUM study 989714
Timeline
Leasing Manager
El Paso Home Rentals
01.2023 - 07.2023
Process Manager
Tech Mahindra
02.2022 - 09.2022
Compliance Officer
CocaCola FEMSA
07.2021 - 02.2022
Change Management Lead
FEMSA
01.2020 - 07.2021
AMS Support Backfill
Heineken
01.2019 - 12.2019
IT Service Management Specialist
Pepsico Latam
10.2016 - 06.2018
Scrum Master & Service Delivery Coordinator
Harris Computer
Bachelor of Science - Computer Science
Universidad Santander
Associate in Applied Science - Graphic Design
ESCUELA DE PUBLICIDAD THOMPSON
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