I'm an experienced Customer Services Director with over 30 years in the IT & Telecom market, specializing in Customer Delivery, Technical Support and Project/Program Management. Currently, I work as Global Business Operations Lead, responsible for optimizing Revenue and leading Sales Margin improvements through targeted programs focused on Process Enhancements, Resource optimization strategies, and Global Cost reduction initiatives.Since joining Nokia in 2005, I have built my career in the Services Business, holding key management roles across Latin America and Global teams. With a strong background in Financials, Risk Management, and technical expertise, I excel in Leadership and People Management, having successfully led project teams of 300+ professionals, including Project/Service Managers and Technical Leaders across multiple countries in a multicultural environment.As a customer-centric professional, I have extensive experience leading remote global teams, negotiating effectively, and resolving critical situations and daily challenges. I perform well under high-pressure scenarios such as Contract Negotiations, achieving financial targets, executing Project turnarounds, and managing customer network incidents. Additionally, I manage project responsibilities from Pre-sales offer preparation through Project Execution and Final Customer Acceptance, ensuring adherence to the As Sold Baseline and EAC (Estimate at Completion) while providing financial forecasting and reporting directly to Services and Sales unit heads.Fluent in English, Spanish, and Portuguese, I hold certifications as a PMP and Lean Six Sigma Green Belt professional and recognized for fostering excellent interpersonal relationships.Leadership | Project Management | Customer Satisfaction | Strategic Planning | Team Collaboration | Budget Management | Risk Management | Process Improvement | KPI Tracking | People Management | Communication Skills | Problem-Solving | Vendor Management | Service Delivery | Cross-functional Team Leadership | Change Management | Client Relations | SLA (Service Level Agreement) | Operational Excellence | Negotiation Skills