I had Latin America responsibility for operational controls and management of strategic programs for Field Services making sure the current accounts were following corporate regional processes, meeting our service needs on financial interest. I also had responsibility for leveraging resources to deliver repeatable services as defined in the End User Services service catalog to agreed service level agreements (SLAs) and unit costs.I performed as a point of contact for operational and tactical issues of high complexity, representing field services delivery to the customer; manages customer expectations by developing performance metrics and reporting escalation management and communication plan.I schemed and lead expense/cost target commitments for field services delivery requirements developing, implementing, and monitoring expense controls.I orchestrated life cycle management projects for multiple customers including the complete process of new asset acquisition.I leaded and provided managerial and technical expertise to field services team including 3rd party vendors to ensure performance goals are met for all in scope services: identifying and analyzing gaps to develop and implement corrective actions plans.

Coordinates, controls, and supervises client service activities to ensure the highest quality of client service. Plans, develops, and directs the quality assurance process and related training to address quality processes and execution. Develops operational objectives and work plans. Executes client service policies, processes, tools, and training for staff to ensure successful execution/fulfillment of client service level agreements and launch of new products and services.

I was responsible for desktop support to maintain an excellent service, surpassing all SLA agreements.