I oversee and support the GSN footprint transformation, liaising with the Spain market leadership team and associated stakeholders to track progress and resolve issues. I am the global GSN point of contact for the Spanish leadership team, driving a consistent approach and providing optimized business practices to enhance performance.

- Had oversight and responsibility for global initiatives aligned with our business strategy and long term priorities - Provided ongoing business analysis on key performance indicators (OPEX, VoCM, Digital, Capacity, Demand) - Created numerous powerful presentation material for Senior Leadership used in different forums - Created comprehensive scorecards and dashboards to ensure leadership focus on Operational Excellence, driving Opex control

- Leading and coaching effectively a team up to 18 CCPs from different nationalities - Built excellent relationship with business partners, providing relevant reporting and engaging presentations on productivity and metrics through Weekly Reports, Market Calls, BURs, OEs, etc. - Strong people leadership skills with excellent results in employee engagement, development, motivation and change management - Identified and implemented multiple opportunities to drive process improvement and production performance (NCR, Timeliness, Automation rate, etc.)

- Involved in WS Cost Containment initiatives. Targeted $300K savings in 2015 reducing Outbound activity using automated and more cost effective channels (e.g. SMS, Email, Auto Left Message) - E2E project to review SLP Team structure, performance, actual tools enhancements, Off-line Task time allocation, new capabilities (WFM) and planning opportunities to increase effectiveness. Reduced cost in 2015 from scheduling perspective by $250K.

- Worked as part of the WSP Team producing a single Servicing Portal for all CCPs at every World Service geographic location across 22 markets, incorporating all desktop servicing capabilities in to one interface - Huge experience using Rally software to give detailed visibility of business needs after completing E2E Project Info migration from PMF, developing Rally itself as a tool to manage WSP Project across the team - Ownership of WSP Monthly Usage Report, completing usage data analysis for 30.000 weekly users across US, Canada, UK, Australia and New Zealand, sending monthly report to senior leadership across different LOB - Solid understanding of WSP Business Architecture. Implemented POA Structure in Rally. Completed content gap analysis, adding Acceptance criteria, Description, Estimated Points, Priority, etc. for 1600 User Stories

- Ensured high level of accuracy in planning to actual workloads, including FTE statistics and absenteeism to execute right decisions and improve teams performance, improving 15% Daily Penetration and speeding up our customer experience (ATS, Cancellation rate, Timeliness, etc.), resulted in $200K Opex savings in 2013 - CPI Project rollout to Italy (including Rome), France and Austria, driving and dealing with cultural change - Created different tools as ATS, Forecast tool, EOD/EOW Reports, Volumes & Targets, DPMs & Schedules - Heavily involved in different migrations across European Markets, having broad experience in process mapping, capabilities enhancement, recruiting, communications, learning plan and issue resolution

- Drove excellent on boarding experience for Card members in multiple European Markets (mainly Spain) - Vast knowledge of E2E New Accounts processes, products and systems (GNA, GStar, NASP, IVU, NICE, etc.)