* Responsible for the delivery of multi-channel services for global outsourced contact center operations across North America, Asia Pacific, and EMEA regions.* Spearheading BPO governance strategy for 800+ FTEs across multiple vendor partners and locations.

* Directed an inbound, multi-product, and bilingual (English & Spanish) Sales unit of more than 100+ FTE’s through 10+ Leaders. Produced 50% year-over-year revenue growth bringing in 122MM total revenue per year.* Co-advised senior stakeholders on strategies to achieve short- and long-term objectives for investments, insurance product offering, and company-wide business development focused on the Hispanic customer segment achieving a 4% gain market share positioning GEICO as the Spanish-speaking customer preferred auto insurance.* Redesigned our call routing and licensing strategies, resulting in 15% improvement in phone answer rates, a 25% reduction in customer transfer rates, and an annual cost reduction of $500,000 in recurring licensing expenses.* Award recipient for the 40 under 40 2022 High Achievers Leadership Group presented by the Hispanic Alliance for Career Enhancement (HACE)

* Co-Led the first Spanish company-wide initiative to cater to the underserved needs of our Hispanic customers in the industry building a contact center across Florida, Texas, and Arizona encompassing a team that grew from ~20 to 375 associates in a two year period.* Led a multi-channel and bilingual (English & Spanish) Customer Service unit of more than 150+ FTE’s through 15+ leaders. Responsibilities included quality & compliance, live chat, email correspondence, and over the phone. Serviced approx. 2.4MM customer interactions per year.* Involved in all HR-related responsibilities including hiring, onboarding, training, performance evaluations, promotions/terminations, and responsibility for performance of all assigned business functions including providing clear vision, goal setting, and leadership * Partnered with Product and IT Teams to deliver digital solutions on web and mobile journeys along with omnichannel automation including deployment of a centralized chat bot that deflected over 1MM calls and 84% interaction containment in first year of delivery * Co-designed new mapping business process within telephony call tree (IVR/VRU) for our Spanish offering in the call center business units serving 2MM+ customers in our corporate and field offices

* Co - designed, implemented, and assessed three distinct program categories: Leadership Development for Supervisors and Managers, Diversity, Equity, and Inclusion (DEI) classes, and Train-the-Trainer initiatives.* Co - created strategic roadmaps, precise project execution for these programs, and collaborated with diverse partners for needs assessments, customized solution design, including both instructor-led and eLearning courses. Notably, our programs delivered elevated leadership effectiveness scores by an average of 6 points year over year, exceeding benchmarks.* Improved program promotion rates by 20% YoY while decreasing program length by 25%. Accomplished this by aligning best practices across our different locations and restructing our mentoring program to improve level of support.

* Led a bilingual Customer Service team of 15 direct reports servicing approx. 150k customer interactions per year. Ranked consistently within 1st quartile of performance for my peer group and recognized twice as the Supervisor of the month. * Co-led various organization-wide performance-driven projects, resulting in a sustained enhancement of customer satisfaction scores and heightened customer retention rates. * Played a crucial role in co-leading our Diversity, Equity, and Inclusion (DEI) employee resource group, actively contributing to numerous initiatives aimed at raising awareness. Our efforts yielded 75% year-over-year increase in participation rates.

* Effectively managed inbound calls in both English and Spanish, consistently achieving top-tier performance results within the first quartile of my control group. Handled approx. 15k customer interactions per year.* Following year long military deployment in 2013, I went through new-hire training again and immediately delivered best-in-class results.

* Expertly managed, processed, and resolved issues pertaining to military computer systems and operations. Handling highly sensitive information, I demonstrated proficiency in technical skills, programming, and computer languages.* My one-year deployment to the Middle East in 2013 was in support of Operation Enduring Freedom, where I served as an IT Support Specialist to a unit of 400+ soldiers.