Juan Carlos Lavigueur

Leading: • Lead automation initiatives, to improve and create systems that scale a minimum of 5X, thus ensuring leanest of ressources maintained • Build processes for new unexpected scenarios as they come, to ensure that operations can change at warp speed with minimal disruption • Provide store to store training to support the sales teams, when necessary • Create scalable process solutions based on business strategies • Manage Order Operations strategies to align with all teams and continuously pivot to stay ahead as priorities change • Find solutions to convert inefficient emails to a traceable dashboard or process • Always have a long term strategy to scale and to accelerate the order to delivery cycle • Build strong leadership and team spirit with exceptional support to customer facing teams. Our team goal is to maximize efficiency and accuracy of orders and order-related processes, balancing global efficiencies with regional requirements. In this role, the team is a key player in these areas : • Exceptions processes – Assist Sales and Delivery teams when handling exceptional situations. • Build support to the frontline with training and processes that scale and reduce admin work. •Strategically and incrementally coordinating global and regional automation projects. Our goal is to improve our scaling capabilities and to enhance the customer experience. • Leasing order process • Vehicle payments, cancellations and refunds • Invoices • Revenue recognition •. Modify Orders • Basically, anything relevant to vehicle orders and payments • Most importantly we do whatever it takes to help Tesla's mission, of accelerating the world's transition to sustainable energy!

Leading: • Build a strong leadership and team spirit with exceptional support to customer facing teams. • Prioritising IT/Automation initiatives within the team. • Provide store to store training to support the sales teams, when necessary. • Create Automation/scalable process solutions based on business strategies. • Manage Order Operations strategies to align with all teams and pivot when necessary. • Build processes for new scenarios as they come to ensure that operations can scale with minimal disruption. • Work to convert emails to a traceable dashboard or process. • Always have a long term strategy to scale and to accelerate the order to drivers cycle. Our team goal is to maximize efficiency and accuracy of orders and order-related processes, balancing global efficiencies with regional requirements. In this role, the team is a key player in these areas : • Exceptions processes – Assist Sales and Delivery teams when handling exceptional situations. • Build support to the frontline with training and processes that scale and reduce admin work. •Strategically and incrementally coordinating global and regional automation projects. Our goal is to improve our scaling capabilities and to enhance the customer experience. • Leasing order process • Vehicle payments, cancellations and refunds • Invoices • Revenue recognition •. Modify Orders • Basically, anything relevant to vehicle orders and payments • Most importantly we do whatever it takes to help Tesla's mission, of accelerating the world's transition to sustainable energy!

Our team goal is to maximize efficiency and accuracy of orders and order-related processes, balancing global efficiencies with regional requirements. In this role, the team is a key player in these areas : • Exceptions processes – Assist Sales and Delivery teams when handling exceptional situations. •Strategically and incrementally coordinating global and regional automation projects. Our goal is to improve our scaling capabilities and to enhance the customer experience. • Leasing order process • Vehicle payments, cancellations and refunds • Invoices • Revenue recognition • Basically, anything relevant to vehicle orders and payments • Most importantly we do whatever it takes to help Tesla's mission, of accelerating the world's transition to sustainable energy!

• Experience working for a Startup company . • Coordinate the business timelines associated with the VET FEE-HELP and the AVETMISS cycle. • Collaborate with each the technical team to integrate and automate systems. • UAT testing to ensure reliability of system integration. • Identify issues, opportunities and design processes to correct reporting data inconsistencies. • Create tracking methods to ensure compliant outcomes for HEIMS and AVETMISS reporting. • Enhance the integrated functionality of systems and workflows, by ensuring correct testing and providing input on student management system integration. • Reduce manual operation through creative tracking of student units throughout their lifecycle. • Coordinate the Institute’s VET FEE-HELP legislative requirements. • Coordinate the Institute’s VET FEE-HELP compliance requirements for Commonwealth statistical and reporting, including the administration of all related applications, validation of data and necessary student communications. • Work autonomously to achieve the associated VET FEE-HELP/AVETMISS outcomes. • Actively contribute to a culture of continuous improvement by monitoring workflows, facilitating training and development activities, performing quality checks and checking compliance with government policy. • Identify new initiatives or systems which may enhance or contribute to existing parameters of the VET FEE-HELP/AVETMISS program. • Review and update business systems and processes for external stakeholders.

TELUS MOBILITY Service Resolution Manager, 2011 – 2012 • Accurately support frontline first level technical assistance agents on completing customer inquiries in a timely manner. • Manage national ticket volume from technical assistance DNA and assign urgent tickets to Tier II support as required. • Provide responsive feedback to frontline technical assistance agents so as to ensure high standard of ticket writing. • Handle executive escalations for various intermittent technical issues. • Communicate clearly and efficiently so as to complete internal, multi-functional and multi-departmental projects or programs. • Evaluate, recommend and implement business processes, tools and applications with a keen focus on maximizing the productivity of the call centre team and minimizing the level of inconvenience to our clients. • Diligent tester for various software programs, such as UAT PAM, Regression, CID and Short Codes.

TELUS MOBILITY (Continued) Data Network Assistant, 2009 – 2011 • Fielded inbound calls to answer and solve customer questions and issues. • Provided technical services to determine root causes of outstanding tickets and communicated closely with customers to propose appropriate solutions. • Enthusiastically promoted PCS, MIKE and Data services. • Acted as support for client care agent’s inquiries regarding customer hardware, network and data services.

Port Center Administrator, 2007 – 2009 • Identified and resolved potential problems during number transferability from a third-party company. • Determined the sources of emergent issues that arose during port request. • Closely communicated and coordinated with our clients and competitors so as to rectify any problems regarding port requests.

Client Loyalty Sales Representative, 2005 – 2007 • Actively promoted our services to existing clients with the goal of providing added features and services to their accounts. • Enthusiastically offered services such as PCS, MIKE, INTERNET and residential landlines with the intention of drawing fresh clients to TELUS. • Participated in special projects and delivered specialised reports on our different products and current offers for marketing analysis. • Interacted with client care department regarding sales procedures and client follow-ups. • Followed up with issues that arose from client orders during activation period and worked towards completing appropriate solutions to resolve these conflicts.