Oversees operational and delivery quality strategy, supporting Sales Operations and ensuring service excellence across diverse programs and clients.

Develop and execute advocacy initiatives for multiple clients, including process optimization, program growth strategies, reference and content management, event planning and execution. • Lead cross-functional content task force and prepare updates for leadership. • Reviewed and pursued advocacy leads from third-party review platforms such as G2, Capterra & Trustpilot.• Program Managed the nomination, production and publishing of customer stories in collaboration with partners, clients, sales and marketing teams.• Prepared and conducted weekly office hours awareness meetings with Partners and Sales.• Administered customer rewards and referral programs.• SaaS tools & platforms leveraged: Salesforce, Zendesk, ReferenceEdge, Dynamics 365, SlapFive, Base.ai, Sendoso, Seismic, Highspot, Gainsight, Confluence, User Evidence, Google Suite & Slack.

• Developed and implemented annual strategies for top reference customers, leading to a 25% increase in customer satisfaction levels.• Collaborated with the Microsoft Customer Advocacy Fulfillment Manager to formulate the customer advocacy Standard Operating Procedures (SOPs), documentation, training, quality assurance, and continuous management of process improvement changes to meet program objectives.• Provided targeted customer references and evidence to sales and marketing teams.

Plan, develop, and deliver professional services offers, including full portfolio management and go-to-market strategy. Identify high growth profitable market opportunities to generate sustainable revenue.• Organized and delivered more than 10 remote knowledge transfers targeting business partners, customers, and internal employees. • Drove modernization of delivery methodology and vendor management policies for Top 5 global Alliance Partners.• Successful roll out in record time of new Avaya Cloud Office services offer in multiple countries, yielding more than $26M in Annual Contract Value (ACV) bookings during first year of launch and a 30% increase in services take rate within the following months. • Designed and streamlined quote-to-cash processes for more than 5 new services offers • Instrumental contributor to pricing simplification initiatives and industrialization of services business model resulting in decreasing customer churn rates, higher cost efficiencies and a more seamless customer experience.

Coach and Support Global Operations teams in a consultant role • Identified gaps and streamlined various business processes including Outsourcing partnerships programs, Cloud Delivery Services model and Day-2 support ticketing system. • Launched 3 major global cross-functional projects that eliminated process waste and improved team communications while increasing productivity by an average of 15% across the internal organizations.• Hosted and delivered training for Global Delivery teams at the Professional Services Monthly Forums. • Onboarded and mentored several new team members on overall end-to-end delivery operations • Effectively handled complex customer delivery escalations related to project onboarding, Vendor management, Order backlog issues, tool malfunction/downtime, and SOX compliance requirements.

Grow demand for Avaya’s solutions by driving awareness, demand, acquisition and customer retention through multi-channel digital campaigns including email, webinars, social media and SEM.• Successful Rollout of 15 Demand-Gen Campaigns in US/Latam, contributing to 30% organic traffic growth and a 25% increase in Sales Pipeline, driving higher Sales conversion rates.• Delivered 21% Increase in Total ROI and 40% growth in MQLs boosting customer acquisition and retention rates.• Developed quarterly campaign plans in region working with 4 global agencies to execute multi-faceted customer and partner oriented inbound and outbound digital marketing tactics. Quarterly budget: >U$100k• Liaised with 4 global cross-functional teams to ensure a successful and timely campaign execution including readiness of content development and buyer’s journey, regional Campaign calendars, marketing automation (Eloqua/SFDC), assets adaption and dashboards of expected yield and results in terms of respondents and qualified leads. • Shared best practices across teams to help improve and localize most effective campaigns

Develop and maintain training initiatives to meet industry standards. Ensure alignment with other training departments and organization to leverage best practices and create a cohesive training environment.• Organized more than 15 Global Training workshops and Conferences, including coordination with vendors such as PMI, Verint, Oracle, Microsoft, achieving higher levels of CSAT and cycle time reduction. Increased partner/distributors participation in 55%• Conducted quarterly performance development planning discussions and monthly training audits to prepare outcome reports and share the data with upper management for strategic decisions at QBR• Led and contributed to quality initiatives that focused on operational excellence and process simplification.• Negotiated requirements and accomplishment-based performance standards and outcomes (KPI) with regional delivery managers to help and improve the overall training effectiveness.• Managed and supported several policy and process adoption rollouts across global markets.

Allocate and ensure global resources availability and readiness efforts for new products and/or new releases. Optimize return on NPI annual budget.• Led innovative communication efforts that increased product awareness, including the coordination of global remote/hands-on training events and promotional launch plans.• Established a global Launch and Readiness Model that optimized resource planning/ management and increased Delivery Services’ utilization rates by 15% in a two-year period.• Developed, implemented and monitored Key Performance Indicators (KPI), scorecards and metrics for New Product Introductions (NPI). • Supported the launch of more than 100 Avaya products/releases coordinating with various cross-functional teams, including Offer management, portfolio owners and sales department.

Define and execute the Export Growth Strategy leveraging key trading partners as well as identifying attractive new markets and market entry models.• Led the development and execution of market entry plans for more than 20 local companies.• Organized and successfully delivered full turnkey services models including 4 Trade Missions and Business rounds in Dubai, India and Australia.• Provided end-to-end event management services to Dubai Exports clients participating in major exhibitions such as Anuga, SIAL, Fine Food, The Big 5, JCK generating more than 250 business opportunities (60% deals closed U$38M)• Advised Dubai Executive Council, strategic partners and clients on strategies to strengthen and extend the supply capacity and capabilities of local businesses to meet existing and emerging international trade opportunities.• Developed high-level networks, at national and international level, working closely with senior Government officers, industry representatives, chambers of commerce and several Foreign Trade agencies.

Grow Revenue and increase market share. Manage the annual marketing plan and budget for 5 brands including American Garden (Private Label)• Handled Export-Import operations for Bahrain, Qatar and Lebanon markets as well as providing commercial support to BU heads in more than 30 markets. Achieved 20% Growth Y/Y sales (US$) for American Garden & Suebee business during two consecutive years of management.• Organized GE´s participation in International trade shows such as ANUGA and Gulf Food and identified more than 50 business opportunities, 4 new alliances and 2 joint ventures in new markets.• Developed customized ATL/BTL campaigns such as ’UAE No.1 Mayonnaise’’ that boosted AG brand-equity and increased brand awareness by 33% Y/Y. • Managed the promotional budget (>U$1.5M) in collaboration with US Gov Funding program (Food Export USA).• Carried out 10 New Product Roll out plans, studying product contribution, packaging development, profit mix, and pricing structure of the value chain.