Assume central role in building strong customer relationships through direct interaction with licensees: business and technical stakeholders. Focus on cross-functional team engagement toward project/program success. Influential with internal stakeholders across technology and business functions; implementing and sustaining technical solutions for the Latin America/Caribbean region. Semi-fluent in Spanish language

Focused on building strong customer relationships through direct interaction with licensed stores business and technical stakeholders. Focused on cross-functional team engagement toward project/program success. Partnered with internal stakeholders, primarily business operations functions; serving as technical subject matter expert for implementing new Starbucks technology (Connect) for licensed stores.

Established standards for customer relationship management; partnered with sales team. Created network certifications standards for P2P Payments product. Analyzed complex customer issues/complaints; managed issues as primary point of escalation. Built out Salesforce communications and issue tracking process for use with customer issue resolution and review.

Collaborated across technical/business lines to implement the optimal technical solution (agile/hybrid PM) for a variety of teams including finance, legal, retail and regulatory risk. Managed project budgets; ensured technological solution aligned with business need. Completed requirements/use case documentation, performed business analysis function.

Assumed increased management responsibility over nine years including building teams and departments to support technical and operational needs. Hired staff, set goals, mentored staff and interns and completed annual review process. P&L and management responsibility for as many as 18 associates, globally. Led teams of ~50 for software implementation projects (agile/waterfall) and articulated IT vision in alignment with greater IT strategy. Vendor and contract management ownership/responsibilities.

Principal Management Consultant for financial services technology solutions - program management, software implementation and business process improvement analysis.