-Orchestrated data literacy and process automation initiatives, elevating the Global Central Ticketing andShared Services Team's efficiency and accuracy.-Led seamless data manipulation and quality verification across diverse systems, ensuring actionableinsights in standard reporting formats.-Collaborated with engineering teams to automate and optimize data management processes, resultingin streamlined operations and improved data integrity.-Spearheaded the development of… Show more -Orchestrated data literacy and process automation initiatives, elevating the Global Central Ticketing andShared Services Team's efficiency and accuracy.-Led seamless data manipulation and quality verification across diverse systems, ensuring actionableinsights in standard reporting formats.-Collaborated with engineering teams to automate and optimize data management processes, resultingin streamlined operations and improved data integrity.-Spearheaded the development of forecasting and staffing tools, exceeding customer SLAs by ensuringoptimal staffing levels and operational readiness.-Generated actionable recommendations for product and process enhancements, facilitating continuousimprovement in contact center operations.-Established and maintained a comprehensive data catalog for reporting and BI tools, enhancingaccessibility and usability for stakeholders.-Managed multiple automation and data quality projects, delivering measurable improvements inoperational efficiency and data reliability. Show less

-Spearheaded successful planning and execution of diverse projects, ensuring on-time delivery and within-budget results.-Orchestrated cross-functional teams, fostering collaboration and synergy to surpass project goals.-Proactively identified and mitigated project risks, maintaining smooth progress and surpassing quality standards.-Effectively communicated project updates and milestones, ensuring alignment with stakeholders and exceeding expectations.-Led continuous improvement… Show more -Spearheaded successful planning and execution of diverse projects, ensuring on-time delivery and within-budget results.-Orchestrated cross-functional teams, fostering collaboration and synergy to surpass project goals.-Proactively identified and mitigated project risks, maintaining smooth progress and surpassing quality standards.-Effectively communicated project updates and milestones, ensuring alignment with stakeholders and exceeding expectations.-Led continuous improvement initiatives, driving innovation and optimizing project processes for enhanced efficiency and outcomes. Show less

-Aligned team goals with company objectives, driving performance excellence and adherence to organizational vision.-Directed a large team of 80 to 120 members, overseeing intricate, time-sensitive tasks with meticulous attention to detail.-Enhanced productivity and performance through proactive feedback and coaching, resulting in measurable improvements in operational efficiency.-Analyzed and interpreted departmental performance data, leveraging insights to optimize processes and… Show more -Aligned team goals with company objectives, driving performance excellence and adherence to organizational vision.-Directed a large team of 80 to 120 members, overseeing intricate, time-sensitive tasks with meticulous attention to detail.-Enhanced productivity and performance through proactive feedback and coaching, resulting in measurable improvements in operational efficiency.-Analyzed and interpreted departmental performance data, leveraging insights to optimize processes and elevate customer service standards.-Implemented workflow optimizations to streamline operations and ensure clarity in task delegation, improving team efficiency.-Communicated financial results and key performance indicators, fostering transparency and accountability within the team.-Spearheaded process improvement initiatives, driving operational enhancements aligned with business objectives.-Served as the primary point of contact for disseminating guidelines and relevant updates, ensuring team alignment and compliance.-Utilized PTC Windchill for document control and product lifecycle management, ensuring accurate, up-to-date information and seamless collaboration across teams. Show less

-Directed recruitment efforts, successfully hiring over 100 individuals across various roles, from entry level to leadership positions, for diverse clientele.-Conducted comprehensive evaluations of HR operations and procedures nationwide, identifyinginefficiencies and implementing strategic improvements.-Developed standardized SOPs, handbooks, and customized tools to optimize HR processes, enhancingefficiency and compliance.-Provided expert counseling to clients on… Show more -Directed recruitment efforts, successfully hiring over 100 individuals across various roles, from entry level to leadership positions, for diverse clientele.-Conducted comprehensive evaluations of HR operations and procedures nationwide, identifyinginefficiencies and implementing strategic improvements.-Developed standardized SOPs, handbooks, and customized tools to optimize HR processes, enhancingefficiency and compliance.-Provided expert counseling to clients on disciplinary procedures, performance management, andorganizational change initiatives, driving positive cultural shifts and improved employee engagement. Show less

-Led and mentored a team of 20 to 45 individuals in the Costa Rica SSC office, ensuring exceptionalclient and employee support while maintaining high levels of productivity.-Spearheaded recruitment efforts for technical roles, conducted performance evaluations, and managedterminations, fostering a high-performance culture.-Established and maintained effective communication channels with Business Partners, ensuringadherence to SOPs and SOWs for seamless operations.-Served… Show more -Led and mentored a team of 20 to 45 individuals in the Costa Rica SSC office, ensuring exceptionalclient and employee support while maintaining high levels of productivity.-Spearheaded recruitment efforts for technical roles, conducted performance evaluations, and managedterminations, fostering a high-performance culture.-Established and maintained effective communication channels with Business Partners, ensuringadherence to SOPs and SOWs for seamless operations.-Served as a key management contact for Business Partners, providing expertise in Costa Rica's laborlaws, policies, and procedures, ensuring compliance and mitigating risks.-Implemented optimization projects to enhance operational efficiency, reducing costs and turnaroundtimes, while actively promoting a culture of continuous improvement. Show less

-Coordinated daily workflows across CTSS, optimizing resource allocation and ensuring adherence toSLAs, resulting in improved operational effectiveness.-Collaborated with operations managers to assess volumes and work schedules, contributing to accuratedaily forecasts and efficient resource management.-Monitored and reported on utilization targets, project hours, and operational performance, proactivelyaddressing variances to ensure client satisfaction.-Conducted regular… Show more -Coordinated daily workflows across CTSS, optimizing resource allocation and ensuring adherence toSLAs, resulting in improved operational effectiveness.-Collaborated with operations managers to assess volumes and work schedules, contributing to accuratedaily forecasts and efficient resource management.-Monitored and reported on utilization targets, project hours, and operational performance, proactivelyaddressing variances to ensure client satisfaction.-Conducted regular team and one-on-one meetings, providing guidance and support to enhance teamperformance and drive continuous improvement initiatives. Show less

-Played a pivotal role in reconciling transactions, meticulously investigating discrepancies between bankstatements and agency bookings, ensuring accuracy and compliance.-Demonstrated exceptional attention to detail and customer service skills in managing high-volumereconciliation tasks within tight deadlines.-Worked under pressure to reconcile transactions promptly, minimizing errors and maximizing customersatisfaction with timely and accurate reports.