Lead strategy of Latino ARG. Created innovative approach to attract new members and develop talent while driving engagement. Awarded 2019 ARG of the year award by the Hispanic Alliance of Career Enhancement.

• Established and developed open, cooperative working relationships with Leaders, IS, Engineering, Facilities, Vendors,.• Provide direct leadership and facilitation to aid in the restoration efforts for all customer impacting incidents in a 24/7/365 environment.• Provide leadership and make real-time decisions during frontline impacting outages, and participate in root cause analysis and after-action review meetings to identify areas for continuous improvement.• Create and manage communications including reports, and follow-thru to senior leadership on all high-severity/high-impact incidents.• Perform proactive problem management and incident trending to prevent and eliminate future incidents.• Lead and understand business impacting system upgrades and communicate impacts from frontline leaders up to senior leaders.• Lead and develop a team of System Administration team in the achievement of business objectives, prioritization and management of work. Build strong collaborative culture while driving associate engagement.

Led Workforce Scheduling Team and Real Time Analyst Team. Responsible for strategic oversight to Workforce Planning effectiveness, policies and procedures, and performance improvement. Served as an expert on KPI impacts the Care Centers to ensure all operating measures were consistently met.

Lead, mentored and remotely managed a team of various workforce management associates in call center operation. Responsible for all scheduling and shrinkage management functions to include offline planning, training and real time management.

Lead a team of technical associate ensuring we all delivered the be customer experience while resolving non traditional customer issues with limited resources.

Continuously delivered superior customer service while handling a large volume of inbound calls in Spanish. Call type ranged from bill explanations to complex account research.

Operations and inventory-fast pace retail location focusing on small ticket items sales in mass quantities.• Settled customer disputes.• Implemented development and mentoring program to improve employee engagement, increasing productivity and attendance.

Coached, developed and lead sales personnel. Superseded branch goals exponentially month over month. Oversaw all security measures and balancing for Federal Reserve.

Developed strategy to increase sales while minimizing cost including market research, testing and development of products according to market direction.• Increased foot traffic by 120% due to marketing efforts.• Superseded record of $10,000 in daily sales for big ticket items while managing the new hire process for Sales and Technicians.• Implemented forecasting strategy to set sales goals and secure staffing to support volume.• Negotiated and secured multi million contracts with guaranteed minimum business requirements with Major vehicle manufacturers and oil refineries.

Maintained executives schedules. Lead new hire training and employee retention activities.