Serve as a key interface between client needs and internal cross-functional departments. Work closely with internal and external stakeholders on detecting challenges that have a broad impact on the business and driving process, product or service improvements to reach strategic goals in LatAm. Drive progress on regional growth initiatives.

Manage LatAm initiatives. Refine project management processes to reflect evolving business needs. Manage projects within Asurion’s LatAm portfolio from initiating through closing. Define and oversee scope, requirements, timelines, risk, quality and communication. Facilitate issue resolution and manage change control. Analyze lessons learned and train staff on pitfalls for future cross-functional, intercultural projects.Led Asurion’s Latin American COVID Continuity plan including daily assessment of the rapidly changing situation in each country, risk identification and mitigation strategies, and issue resolution leading to 100% fulfillment of our promises to our clients without interruption of service. Created team training on intercultural communication and code-switching tactics available when negotiating with local clients versus internal colleagues in the US. Member of Latin America Diversity & Inclusion Committee, defining Mission, Pillars and Objectives for D&I initiatives that are specific to challenges within LatAm.

Analyzed regional Operations data to make strategic decisions such as the centralization of Ops in Colombia. Created and managed virtual team of regional project managers, partnering with Human Resources on selecting, training and managing staff. Trained, coached and mentored global Project Management and Operations Directors. Managed Key Regional Accounts from proposal negotiation and creation of research tool to the delivery of results to internal analysts. Created protocols for effective outsourcing. Defined regional and global in-sourcing programs providing cost savings. Trained regional offices on rollout of new technologies and research methodologies. Created protocols for partnerships with global providers and negotiated pricing agreements. Coordinated regional quality control efforts such as ISO 20252 certification and regional best practices. Served as LatAm contact for Global Operations Board.

Analyzed operational needs and defined a roadmap for the creation of the project managemen team. Hired and trained 25 high performing research managers. Provided consulting on operational aspects of research to internal and external clients located outside of the LatAm region. Member of Millward Brown Mexican Management Board.

Managed staff of international project coordinators including selection, on-boarding, training and annual performance reviews. Leveraged cross-cultural knowledge and expertise to successfully manage complex global studies with as many as 20 countries per study, autonomously managing 10+ studies at a time. Designated as LatAm cultural issues expert. Developed operational standards for research among US Hispanics. Developed training programs around global best practices. Made recommendations regarding research design, cost negotiation, outcome identification, methodology selection and project coordination plan. Managed project specific relationships with call centers and face-to-face research providers. Generated innovative initiatives to improve research design, project coordination effectiveness, profitability and customer satisfaction.

Worked with students of all backgrounds in the process of acculturation and English language acquisition. Assistant to Director overseeing student Visa application process.