•Team Development: Steered and nurtured a team of 6 Area Managers and 250+ hourly associates, fostering an environment that nurtured talent and primed personnel for peak performance; facilitated 25% increase in productivity within 6 months.•Leadership Initiative: Orchestrated the Earn Trust initiative and mentored 15 managers, improving soft skills/management competencies across Inbound & Outbound Departments, thereby catalyzing professional growth.•Operational Excellence: Strategically accomplished labor plan targets (daily plan volume objective), aligning operational activities with broader organizational goals; successfully accomplished 99% of daily labor plan targets. •Quality Control: Authored, communicated, and maintained quality control policies and standard work procedures, setting the tone for operational excellence and maintaining an uncompromising commitment to quality.•Process Improvement: Proactively pinpointed and championed process improvement initiatives, catalyzing time and cost savings while augmenting both employee and customer experiences.•Safety Compliance: Safeguarded all safety programs and compliance to ensure a secure work environment for all associates and managers, emphasizing a culture of safety and compliance at all times.

•Onboarding and Training: Championed onboarding of 1650 Associates (AA), and delivered training for 340 indirect roles within 4-week window during the launch of the MAD7 fulfillment center, showcasing robust project management acumen.•Team Development: Managed two teams of 10+ members, bolstering career trajectories by equipping them with requisite direction, tools, mechanisms, and growth opportunities, thus fostering a culture of continuous learning and development.•Benchmark Achievement: Surpassed 100% in benchmark learning curves at MAD9 and MAD7 fulfillment centers, demonstrating a mastery of learning management and a commitment to excellence in skill enhancement.•Upskilling Initiatives: Aided the Spanish L&D team in upskilling metrics, orchestrating calls, workshops, and crafting training material, thereby nurturing a data-driven learning culture across the department.•Learning Project Leadership: Spearheaded "Learning for Learning Project" (central level), delivering inaugural Trainer Quriosity (E-Learning Platform) journey to amplify trainer onboarding training, reinforcing the company's commitment to quality learning.•Training and Monitoring: Implemented robust training and monitoring mechanisms for 130+ instructors in alliance with operations, achieving safety, quality, and productivity objectives, thereby strengthening the organization's operational backbone.

•COVID-19 Crisis Management: Orchestrated the COVID-19 Crisis Support Team, managing the redeployment of 50 employees, thereby ensuring operational continuity and minimizing disruption during the global health emergency.•Feedback Integration: Launched prototype feedback sessions with customers, integrating valuable insights to refine user experience for a new front-end system, driving customer-centric innovation.•Operating Model Overhaul: Designed, developed, and implemented a new operating model for IATA’s Customer Service Center, leading to elevated customer satisfaction (92%) and seamless migration to Salesforce Lightning.•Stakeholder Management: Executed extensive stakeholder (70+) management activities, ensuring the smooth roll-out of diverse operating models (Customer Service Center & Global Delivery Center), thereby transforming service delivery mechanisms.•Knowledge Transfer Program: Formulated knowledge transfer program impacting 100+ employees, ensuring seamless delivery of new operating models (Customer Service Center & Global Delivery Center), highlighting commitment to excellence.

•Operational Transition: Managed complex shift from regional to central operations across 3 locations involving 250+ employees, demonstrating a mastery of change management, and displaying attention to detail in coordinating various moving parts.•SOP Implementation: Integrated over 300 Standard Operating Procedures (SOP) changes to accurately mirror the newly implemented organizational structure, strengthening the framework for operational consistency and excellence.•Telephone System Migration: Steered the Americas Region telephone system migration project, delivering more than 40 innovative new workflows (linked to Salesforce), integrating communication systems with the company's primary CRM platform.

•Process Improvement: Unearthed potential areas for BPM enhancements internally and adeptly managed an enhancement budget of USD 50K, driving process improvements and contributing to operational effectiveness.•BPM Tool Upgrades: Coordinated BPM tool upgrades between IT and vendor, executing more than 40 enhancements and fixing 50+ system issues, thereby improving the functionality and reliability of the tool.•Process Design: Conceptualized and developed over 50 new global and transversal processes in the BPM tool, leading to better workflow and productivity.•Training: Steered operations in the maintenance of SOPs in the BPM tool, through dedicated training and support, reinforcing the consistency and reliability of business procedures.

•Business Requirement Design: Provided support in the design of business requirements, leading to the development of 25 new processes for a new Account Management Solution on the Salesforce Platform, expanding capabilities for account management.•Stakeholder Collaboration: Led a productive process design session with a network of global stakeholders, securing sign-off for the business requirements, thereby facilitating global consensus and accelerating the process implementation.

• Achieved top 15% seller in Amazon, selling over 100 thousand items in one year• Improved Amazon seller ratings from 80% to 100% through extensive customer service management• Managed and resolved customer issues (merchandise loss, credit card, UPS shipping)• Supported with implementing the sales strategy to establish distributions in +10 countries• Implemented an Enterprise Resource Planning (ERP) platform – QuickBooks 2013• Reconciled bank accounts and produced financial reports

• Managed SKU pricing on a daily basis utilizing industry standard spreadsheet software• Audited physical inventory and created Purchase Orders in ERP