- Advisory and management consulting professional supporting the Revenue Cloud and Agile Delivery Studios. Services include: Salesforce CPQ & Billing, Conga CLM, Web Portal, Front/Back end Dev, QA, etc.- Project/Program Manager managing clients’ implementation of digital transformation initiatives, managing teams from 5 to 40 people - Delivery Manager supporting and overseeing implementation of services across a portfolio of accounts with P&L ownership and compliance- Voice of… Show more - Advisory and management consulting professional supporting the Revenue Cloud and Agile Delivery Studios. Services include: Salesforce CPQ & Billing, Conga CLM, Web Portal, Front/Back end Dev, QA, etc.- Project/Program Manager managing clients’ implementation of digital transformation initiatives, managing teams from 5 to 40 people - Delivery Manager supporting and overseeing implementation of services across a portfolio of accounts with P&L ownership and compliance- Voice of Customer and trusted advisor, contributing on securing new revenue streams for sustainable business operations- Responsible for Service Agreements & Renewals by negotiating SOWs and Amendments aligned with current SLAs, policies and regulations. Show less

- Service, Operations & Maintenance business owner, responsible for achieving P&L targets for the business unit in the region. - Responsible for Client Services consisting of Wi-Fi, Online Portal, CMS, Infotainment and Trackside for the rail transportation industry. - Managed the Field Operations team providing Level 2 support services and escalation point of contact for any client services issues.- Voice of the Customer and liaison with Product owners, Sales and Marketing teams to… Show more - Service, Operations & Maintenance business owner, responsible for achieving P&L targets for the business unit in the region. - Responsible for Client Services consisting of Wi-Fi, Online Portal, CMS, Infotainment and Trackside for the rail transportation industry. - Managed the Field Operations team providing Level 2 support services and escalation point of contact for any client services issues.- Voice of the Customer and liaison with Product owners, Sales and Marketing teams to coordinate and facilitate periodic Roadmap sessions. - Hosted periodic Service Review meetings to drive client engagement and report on service KPIs with focus on continual service improvement.- Responsible for Service Renewals by negotiating SOWs and Amendments aligned with current SLAs and relevant policies and regulations.- Responsible for the end-to-end Client Onboarding (pre to post sales) to ensure smooth and transparent "Go Live" of services.- Managed Service Operations projects using the SDLC framework.- Enhanced reporting capabilities and reduced service credits penalties by 30% by developing more accurate operational dashboards. Show less

- Responsible for Client Services consisting of OTA (Over-The-Air), Device & SIM/eSIM Management for Telcos and MVNOs for clients in US & LATAM. - Oversaw performance of internal teams interfacing with clients, being able to influence and direct their work to deliver high quality services. - Responsible for the end-to-end Client Onboarding (pre to post sales) to ensure smooth and transparent "Go Live" of services. - Managed Service Operations projects using the SDLC framework.-… Show more - Responsible for Client Services consisting of OTA (Over-The-Air), Device & SIM/eSIM Management for Telcos and MVNOs for clients in US & LATAM. - Oversaw performance of internal teams interfacing with clients, being able to influence and direct their work to deliver high quality services. - Responsible for the end-to-end Client Onboarding (pre to post sales) to ensure smooth and transparent "Go Live" of services. - Managed Service Operations projects using the SDLC framework.- Bid Management support as Subject Matter Expert for SLA negotiations.- Built the Service Management blueprint for the region and served in a mentorship role to more junior Client Service Managers.- Enhanced reporting capabilities and reduced service credits penalties by 50% by developing more accurate operational dashboards.- Awarded the G+D’s “Creating Confidence” award for retaining a very unhappy key client and securing a record renewal. Show less

- Oversaw the entire relationship with clients, monitoring operational SLAs for the services provided, working closely with Customer Support, Managed Services, Sales and Delivery teams to ensure business sustainability, profitability and strategic alignment with HQ (Munich, Germany).- Single point of contact to communicate and resolve operational incidents.- Lead Performance Review meetings to present SLAs and identify service improvements.- Lead continuous improvement processes to… Show more - Oversaw the entire relationship with clients, monitoring operational SLAs for the services provided, working closely with Customer Support, Managed Services, Sales and Delivery teams to ensure business sustainability, profitability and strategic alignment with HQ (Munich, Germany).- Single point of contact to communicate and resolve operational incidents.- Lead Performance Review meetings to present SLAs and identify service improvements.- Lead continuous improvement processes to overcome operational challenges. Show less

- Promoted and relocated from Nextel Peru subsidiary- Oversaw execution of global programs for LATAM subsidiaries (Nextel Peru, Chile, Brazil and Mexico): 3G, Web Portal, Interactive and Self-Care.- Led cross-functional teams through the entire lifecycle of assigned projects, negotiating and deciding on changes and customizations.- Liaison between business owners and technical departments ensuring correct and accurate implementation of programs’ requirements.- Managed project… Show more - Promoted and relocated from Nextel Peru subsidiary- Oversaw execution of global programs for LATAM subsidiaries (Nextel Peru, Chile, Brazil and Mexico): 3G, Web Portal, Interactive and Self-Care.- Led cross-functional teams through the entire lifecycle of assigned projects, negotiating and deciding on changes and customizations.- Liaison between business owners and technical departments ensuring correct and accurate implementation of programs’ requirements.- Managed project documentation organization and storage: SOWs, BRDs, Project Plans, Use/Test Cases, etc.- Enabled new customer care channels (Chat, Email, Knowledge Base).- Increased Self Care capabilities and utilization Show less

- Led a team of 07 SMEs and 25 Testers through the entire implementation of the 3G wireless network. First subsidiary to launch the program. - Organized team work activities and prioritized business requirements.- Liaison between Operations and PMO, IT/ENG and Functional Managers. - Identified and mitigated $10MM revenue impact due to scope creep.- Deployed 3G Data and Voice Services. - 2009 Outstanding Monthly and Annual Performance award.

- Provided reliable, quick and efficient front-desk support to customers’ inquiries. - Responsible for inventory control and regular inventory audits. - Increased operational efficiency by designing internal procedures to avoid potential lost and/or misuse of spares stock. “Zero Differences” in audited inventories (analysis between physical and system inventories was cero). - Coordinated the timely and efficient on-site attention of corporate clients.