Lead the strategic planning and execution of market entry for new digital products targeted at consumer segments. I am responsible for spearheading the development of integrated go-to-market strategies and coordinating with cross-functional teams, including marketing, sales, product development, and customer support, to ensure cohesive and effective product launches. Define and refine the operational strategies that underpin all GTM activities, New Service Introductions, and Sales Support. Establish streamlined workflows and performance metrics to ensure that each phase of the product introduction is aligned with our strategic objectives. Create scalable processes that support rapid deployment and market adaptation while also providing our sales teams with the tools and insights needed for effective selling and customer engagement.

Lead a growing high-performance team of portfolio and process managers to develop, standardized, maintain, and evolve back-end processes to successfully bring new services to market and execute long-term strategy.• Team Development and Leadership: I spearheaded the development and leadership of a high-performance team, consistently meeting and surpassing objectives. Distinguished achievements include strategically expanding core services across new geographies and route-to-market (RTM) channels, significantly enhancing organizational reach and impact.• Streamlining Operations: Masterminded the optimization of business processes to enhance efficiency and execution speed significantly. Innovatively simplified backend operations by integrating agile methodologies, enabling the organization to swiftly adapt to changing internal and external dynamics.• Driving Digital Transformation: I championed key digital transformation projects that modernized operational frameworks and elevated customer experiences. I played a pivotal role in enabling subscription capabilities for the Digital Channel, aligning product offerings with evolving market demands.• Revenue Growth: Drove substantial revenue growth by launching innovative digital services and refining existing products. Implemented effective upsell and cross-sell strategies, improving financial performance and customer engagement.• Building Partnerships: Cultivated and sustained robust partnerships with key internal and external stakeholders, strengthening the organization’s service offerings and operational effectiveness. Successfully collaborated across business units to integrate and optimize service delivery.

Define and deploy strategy for Consumer HW Support Services, including service conceptualization, design, introduction, and optimization. 4P management by market and route-to-market using market research data, internal data analysis, industry trends and customer feedback. Effectively influence executives and lead cross functional teams like HW product owners, customer support organization, market leads, SW teams, etc., to deliver multiple projects to reach financial targets and improve customer support experience.• Proven record of growth of 20% for HW Support Plans from FY19 to FY21• Introduced Subscription business model for support service plans increasing conversion rate in the Direct channel• Piloted HP service plans offers via Indirect channel with an uplift of 25% of order dollars for Mexico• Enabled HP Care Pack by HW price band model for HP.com channel with an increase of +2pts of attach rate & +1pt for p-rate• Improved the Digital and Direct channels with pricing strategy and offer prioritization with an increase of +3% of order dollars.• Provided guidance and coaching to the Consumer Services team to help achieve goals for the business unit.

Maintain and improve Consumer Services portfolio to maximize revenue and orders growth in a fast-paced environment. Subject matter expert in service configuration, process optimization and focal point between teams across the organization. • Responsible to coordinate and align regional teams to develop and deliver portfolio enablement for services focused on the Care portfolio.• Established a framework with regional teams to improve portfolio request and initiatives, including new service conceptualization, new service introduction and portfolio maintenance.• Implemented a Portfolio Simplification Project across US to improve the number of SKU services available internally and externally, standardize service descriptions and rationale the services price against the hardware price; resulting in an increase in customer satisfaction.

Provide business insights for operational metrics related to Contact Center, Supply Chain, Logistics and End to End for PC and Print business, including Consumer and Commercial. Responsible for supporting Contact Center Partners with reporting needs and requests related to Analytics and Reporting. Support regional projects from a reporting perspective to improve customer satisfaction.• Supported the launch of Care Force at Teletech, Mexico, from a reporting perspective.• Provided metric alignment between WW and AMS Regions through leading Metric Forums and workshops with Operational teams and Business Managers.• Supported Mighty 2 Project from reporting perspective, creating metric scorecards and the maintenance of reports.• Key role on the Play to Win Project to develop a set of metrics focused on customer experience and satisfaction.

Accountable for deliver business objectives in terms of revenue, penetration and orders by developing strategic plans based on market trends to create a win-win relationship with partners at all levels to deliver a first-class service to the end customer. • Developed and implemented Technical Phone Support and Out of Warranty Repairs in Brazil to improve Contact Center orders in 14% during 2013.• Developed and implemented Spare Part Sales Program to enable HP Stores the capability to perform out of warranty repairs at store level in 2013.• Turn around PL Gross Margin from (-16%) to 27% during fiscal year 2012 in Mexico.• Contributed in a 20% Cost reduction from E-commerce provider in 2012 for LA.• Improved Out of Warranty Repair process in Mexico to increase sales in 5% with 20%+ margins in 2012.

Responsible for the operational process for Consumer Services in LA for Printers and PC’s Services PL. Focusing on pricing, forecast, order management, entitlement, audit and conciliation processes for Contact Center and Retail channels. Accountable for business processes and systems from an E2E perspective. • Supported Mexico financial objectives to achieve 121% order dollars during 2011.• Implemented a break down payment capability to charge end customer at Contact Center • Supported inventory excess sales to channels in LA that contributed to 36% of LA orders..

Support Printers and PC Services PL strategic plan to improve profitability and penetration of the consumer services through marketing tools and vehicles. Develop value proposition to Contact Center and Channels to create brand awareness to end customers.• Supported marketing communications projects internally and with partners.• Delivered marketing information to support channel sales.• Serve as support point of contact between marketing agencies and HP.• Develop market research studies.

Develop and implement operational processes for Retail and Resellers to facilitate the sales of the consumer services through HP front and back end tools. • System support for Retail & Resellers and HP internal users.• Developed and update operating reports.• Controlled and follow up of the billing process for Contact Center.• Operational support for business projects.• Retail and Resellers communications management.• Delivered HP system trainings for Retail & Resellers.

Responsible for planning and executing the Marketing Plan for Mexico and the Caribbean in comply with assigned budget to develop productive relationships at all organizational levels within the clients and customers. Present Product/Platform to internal and external partners and industry forums to support sales, increase brand awareness and improve penetration.• Delivered product training to Alcatel-Lucent’s Sales Force and Channels.• Execute Product Promotion at IT Conventions in LA with forums, product introductions and conferences. • Supported marketing activities of the Distribution Channels.• Sales support training for the Distribution Channels.• Maintained updated Product/Platform Materials/Presentations

Responsible for creating and delivering internal and external insights from business and market performance to provide trends for strategic planning at a regional level to country managers.