Shipping & Delivery Support (SDS)

- Manage multilingual voice and text data collection programs with third party vendors to reach Amazon Alexa, Amazon Echo and other Amazon products and services customers in new locales and languages.- Drive vendor sourcing, testing, rate negotiation, onboarding and performance metrics. - Collaborate with Product, Development and Research Science teams to identify needs and create solutions. - Collaborate with Legal and Finance stakeholders to obtain leadership approvals on budget and contracts.- Invent and simplify quality strategy, program management mechanisms and dashboards.

- Part of the global Community Management Leadership Team, responsible for a multi-million dollar outsourcing business. - Managed a global team of Business Partners across multiple verticals and regions responsible for: Collaborating with Operations leaders to create solutions for their business needs and growth plans; Working effectively with Community Management Shared Services to ensure business needs are met; Setting up and maintaining strategic Community Partners relationships; Driving cost control initiatives; Sharing outsourcing reports relevant to specific leaders; Propose ideas to help the business become more profitable; Providing strategic support to Sales and Operations to win new contracts.- Managed a team of Community Payments leads responsible for: Managing support requests from global Community Partners regarding payments; Collaborating with multi-functional teams to resolve global payment challenges; Building strategic alliances with global payments solutions providers; Driving technology changes necessary to implement global payments solutions. - Contributed to technology consultancy task force to determine short-term and long-term Vendor Management technology stack requirements.

- Promoted best practices, including negotiating rates and approving purchase orders over $10K, improving cost control measures for outsourcing activity averaging $30M annually. - Analyzed monthly global outsourcing reports containing over 1M data points to develop and lead outsourcing strategy in the Americas region.- Monitored KPIs in areas such as # new suppliers used, % of discounts, % of spend with high cost suppliers to ensure optimized performance by Operations and Vendor Management team.- Provided strategic support to the Sales and Operations departments in responses to RFPs and capabilities inquiries, contributing to winning several multi-million dollar contracts. - Drove recruiting and training campaigns within the Americas, identifying and onboarding top talent including Translators, Machine Translation Post Editors, transcreation and copywriting experts, voice over and voice collection talent. - Contributed to technology consultancy task force to determine short-term and long-term Vendor Management technology stack requirements following acquisitions of 4 companies over time.- Advanced corporate technology implementation within the vendor base and lead implementation initiatives with Operations, resulting in increased technology utilization and automation across all departments.- Managed nine-person virtual team across different solution centers, guiding and motivating employees to succeed.

- Oversaw all aspects of French outsourcing activity averaging $9M annually, our top language in spend.- Performed in-depth research and analysis to support Operations in identifying best-suited partners.- Negotiated favorable rates with existing and new vendors, decreasing average rates by up to 10% without decreasing accuracy or timeliness of work.- Maintained a database with detailed information on 400+ vendors.- Analyzed monthly outsourcing into French to ensure vendor base could absorb regular volumes and unexpected peaks.- Recruited vendors in all areas of the language industry (translation, localization, transcreation, copywriting, content creation) for all French speaking markets.- Performed Business Reviews with key vendors.- Monitored quality provided by vendors and take relevant actions based on results. - Managed cost recovery where applicable.- Controlled legal compliance with local regulations, acting immediately to rectify situations where expectations fall short. - Represented team confidently and knowledgeably during more than 10 client and ISO audits.

- Managed multilingual localization projects. - Defined customer needs, expectations and success criteria. - Performed project architecture during the quoting stage and developed workflows.- Planned schedules and resources carefully to balance organizational supply and demand.- Interacted with clients daily, delivering exceptional service achieving high customer satisfaction ratings.- Managed multiple tasks simultaneously, accountable for projects planning, critical path identification, schedule development/tracking and risk analysis.- Monitored project execution, managing communications with clients and leading project kick-off calls, status meetings and quarterly review.- Managed projects P&L, revenue predictions and monthly financial closing to comply with Sarbanes Oxley.- Led internal status meetings ensuring correct execution, meeting deadlines, quality and budget as planned.

- Led multilingual localization linguistic teams of up to 24 languages for strategic accounts, improving client satisfaction and retention through expert planning and management.- Designed workflows to implement self-certification tools significantly reducing post-production QA time.- Developed instructions for all linguistic tasks involved in software localization projects, as well as processes for new tasks and client-specific tools, enabling teams to exceed all internal and external performance expectations.- Identified and developed materials to support training needs, including carrying out webinar training sessions for vendors.- Monitored quality delivered by all languages. - Participated in Quarterly Business Reviews (QBRs) with clients.

- Managed Language Services localization teams up to 25 people (all non-Asian languages), developing and implementing specific performance targets and strategies based on teams’ and individuals’ strengths.- Tracked team progress to ensure on-schedule project delivery, while achieving quality objectives.- Gained and applied skills in vendor management as well as budget and cost control for all localization processes and staff.- Defined and implemented best-of-class processes, procedures, and workflows in compliance with ISO, enhancing performance across multiple KPIs, including VAR %, quality metrics, and customer satisfaction.

- Handled all aspects of 5-person Spanish localization team, including day-to-day management, delegation of work assignments, performance reviews, career planning, and new talent recruitment.- Researched, interviewed, and selected 20+ vendors monthly, providing continuous monitoring of deliverables.- Performed critical tasks related to project management, quality control, processes, and procedures, including project scoping, quality preventive and corrective actions, reporting. - Promoted adoption of and adherence to ISO quality standards within language group.

- Translated and proofread user interfaces, online help systems, and manuals.- Cultivated and maintained relationships with 50+ vendors to control the quality of deliverables - Communicated with cross-functional team members regularly to set and attain goals.

Software Localization, on-site contractor at Business Objects, FranceConsecutive Interpretation

- Translation, editing and proofing of projects- Interpreting in numerous events and settings (trade shows, radio interviews, business meetings, executive meetings of various organizations, etc.)- Selection of vendors- Quality Control- Project Management- Sales, Marketing and PR