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I am Raziel N. Herrera, an Industrial Engineer with a strong track record in knowledge management, continuous improvement, and technical support leadership. I excel at turning complex, cross-functional processes into streamlined, measurable improvements and aligning teams around common goals. My passion lies in building scalable trainings, centralized knowledge resources, and data-driven solutions that reduce waste and boost performance. Over the years, I have led large-scale knowledge-base migrations, developed comprehensive training programs, and implemented Kaizen-driven production controls that yielded tangible savings. I thrive in learning cultures, collaborate effectively with global teams, and enjoy applying AI and analytics to drive efficiency, quality, and customer satisfaction.…I am Raziel N. Herrera, an Industrial Engineer with a strong track record in knowledge management, continuous improvement, and technical support leadership. I excel at turning complex, cross-functional processes into streamlined, measurable improvements and aligning teams around common goals. My passion lies in building scalable trainings, centralized knowledge resources, and data-driven solutions that reduce waste and boost performance. Over the years, I have led large-scale knowledge-base migrations, developed comprehensive training programs, and implemented Kaizen-driven production controls that yielded tangible savings. I thrive in learning cultures, collaborate effectively with global teams, and enjoy applying AI and analytics to drive efficiency, quality, and customer satisfaction.

Raziel N. Herrera

Project Manager, Production Manager, Data Analyst, +2

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I am Raziel N. Herrera, an Industrial Engineer with a strong track record in knowledge management, continuous improvement, and technical support leadership. I excel at turning complex, cross-functional processes into streamlined, measurable improvements and aligning teams around common goals. My passion lies in building scalable trainings, centralized knowledge resources, and data-driven solutions that reduce waste and boost performance. Over the years, I have led large-scale knowledge-base migrations, developed comprehensive training programs, and implemented Kaizen-driven production controls that yielded tangible savings. I thrive in learning cultures, collaborate effectively with global teams, and enjoy applying AI and analytics to drive efficiency, quality, and customer satisfaction.…I am Raziel N. Herrera, an Industrial Engineer with a strong track record in knowledge management, continuous improvement, and technical support leadership. I excel at turning complex, cross-functional processes into streamlined, measurable improvements and aligning teams around common goals. My passion lies in building scalable trainings, centralized knowledge resources, and data-driven solutions that reduce waste and boost performance. Over the years, I have led large-scale knowledge-base migrations, developed comprehensive training programs, and implemented Kaizen-driven production controls that yielded tangible savings. I thrive in learning cultures, collaborate effectively with global teams, and enjoy applying AI and analytics to drive efficiency, quality, and customer satisfaction.

Available to hire

I am Raziel N. Herrera, an Industrial Engineer with a strong track record in knowledge management, continuous improvement, and technical support leadership. I excel at turning complex, cross-functional processes into streamlined, measurable improvements and aligning teams around common goals. My passion lies in building scalable trainings, centralized knowledge resources, and data-driven solutions that reduce waste and boost performance.

Over the years, I have led large-scale knowledge-base migrations, developed comprehensive training programs, and implemented Kaizen-driven production controls that yielded tangible savings. I thrive in learning cultures, collaborate effectively with global teams, and enjoy applying AI and analytics to drive efficiency, quality, and customer satisfaction.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Work Experience

Knowledge Management and Process Improvement at Oracle NetSuite Canada Global Services

November 20, 2018 - Present

Led migration of hundreds of Technical Support processes and documents from Confluence to the internal Oracle KB tool. Created and updated hundreds of Technical Support processes in the KB. Used AI for process improvements (standardization of response, time-savings, etc.). Created a centralized page for the Support management team reducing waste, user errors and redundancy. Delivered 50+ online trainings used by nearly a thousand Support reps and managers across US, Canada, Philippines, Thailand, UK, etc. Authored online trainings and certification exams for Support staff. Issued process release bulletins and readiness reminders. Conducted Root Cause Analysis and interdepartmental requests.

Manager of Technical Support at NetSuite Philippines

May 1, 2014 - November 1, 2018

Managed 3 teams of senior technical support reps handling escalations and complex cases. Monitored KPIs and dashboards; drove team success using management by objectives. Led certifications and projects of Subject Matter Experts. Trained new hires and authored best-practice documents. Acted as primary escalation point for internal and external customers; coordinated across internal teams to ensure timely resolutions. Conducted quality control of calls and case documentation; reviewed customer surveys and performed 5 Whys for Root Cause Analysis.

Senior Technical Support Engineer at NetSuite Philippines

April 1, 2008 - May 1, 2014

Managed queues for calls and online cases; troubleshooted customer problems across NetSuite CRM, SFA, MA, data imports, administration, roles and permissions, customizations, SuiteBuilder, SuiteAnalytics, Sandbox, and reporting.

Senior Master Reference Data Analyst at Shell Global Services

August 1, 2006 - April 1, 2008

Pioneered data cleansing and migration from legacy SAP and JD Edwards to Global SAP. Consolidated materials, services, contracts, and vendor activities into a shared service using Data Quality Standards. Created/maintained service and material masters in Global SAP using Shell schemas and reference codes.

Supervisor of Production Control at Fujitsu Ten Corporation

July 1, 2001 - August 1, 2006

Implemented Kaizen-based continuous improvement. Managed BOM setup, new model records, inventory and deadstock control, and production planning/scheduling. Led a central project for monitoring excess and deadstock, delivering an estimated $700k USD in savings since 2001. Led knowledge management creation and maintenance.