• Responsible of conducting activity-based analysis of business processes and made recommendations based on the findings looking to add more value to the organization.• Managed risks and resolved issues to ensure that the release scope, schedule and quality were not affected.• Supervised and monitored testing progress by creating daily testing reports so that the projects were in compliance according the release windows and cycles. • In charge of communicate all key project plans, commitments, and changes including requirements, quality plans, schedule, scope changes, and roadblocks to the executives. • Coordinated relationships and work between different (local and global) teams for the Claims and Fraud portfolio.• Conducted release readiness reviews, business Go/No-Go reviews and produced deployment and implementation plans for 80+ in-house applications. • Negotiated, planed and managed activities for 20+ releases throughout their implementation by supporting the teams on the execution of the deployment plans, identification of possible failures, creation of incident tickets, and providing assistance to resolve defects, etc.• Worked with the release testing development leads and project managers to discuss the risk of the project and understand the impact on the application. • Lead lessons learned and best practices sessions after each release to identify areas of improvements in the release process. • Trained and supported new team members

• Lead groups of 20+ employees in a collections and back office departments. • Responsible of employees’ payroll and detailed administrative tasks.• Be the subject matter expert of the product to assist associate’s questions. • Implemented strategies such as one on one sessions, team meetings, huddles etc, to improve quality. • Supervised and trained new staff (20+ people) to do a smooth transition to the production environment. • In charge of tracked, analyzed and interpreted trends in associates' performance to determine gaps and increase the efficiency and value of the process. • Boosted company’s efficiency and customer satisfaction from 55% to more than 85% by making surveys to detect areas of improvement. • Identified process boundaries and determined opportunities to automate processes and functions. • Decreased reporting time of system issues from an average of 13hrs to an average of 7min by standardizing the process among the line of business.

• Analyzed delinquent mortgage accounts• Identified the reasons for default and updating financial information to determine if the option exist to bring the loan current in a faster a convenient way to the customers.• Provided accurate and valuable financial debt counseling for clients to improve their finances.• Handled more complex escalated customer calls in order to resolve in the most satisfactory manner for all parties concerned.

• Provide maintenance to Intel's data bases in order to ensure their suppliers were legit and to avoid fraudulent transactions.