Erick Cabeza Figueroa
About Erick Cabeza Figueroa
Erick Cabeza Figueroa is a Process Quality Manager at SITA, where he has worked since 2014, bringing over a decade of experience in quality management and process improvement within the air transport industry. He has held various roles at SITA since 2001, contributing to training, auditing, and operational improvements using ITIL, Lean, and Six Sigma methodologies.
Work at SITA
Erick Cabeza Figueroa has been employed at SITA since 2001, holding various roles over the years. He currently serves as the Process Quality Manager, a position he has held since 2014 in the Montreal, Canada Area. His previous roles at SITA include Customer Support Specialist, ITSM System Education Specialist, Internal Auditor / Expert Service Improvement, ITSM System Administrator, and Service Desk Supervisor. Throughout his tenure, he has developed and implemented training programs, reported quality performance to senior management, and managed a team of quality professionals.
Education and Expertise
Erick holds a Bachelor of Science (B.S.) degree, which he obtained from Maria Montessori after studying from 1985 to 1995. He also studied Criminology at Université de Montréal, achieving a BAC from 2000 to 2002. His expertise includes ITIL, Lean, and Six Sigma methodologies, which he has applied in developing operational improvement plans and core ITIL processes for IT Service Management.
Background
Before joining SITA, Erick worked at Marche International as a Team Lead & Service Manager from 1997 to 2001. His career at SITA began as a Customer Support Specialist, where he worked for two years before progressing through various roles that enhanced his skills in process quality management and service improvement.
Achievements
In his role as Process Quality Manager, Erick has developed and implemented core ITIL processes and procedures for IT Service Management. He has also scheduled and performed audit activities, including pre-audit planning and execution. His work has involved delivering instructor-led ITSMS training courses in multiple languages, including French, English, and Spanish.