Streamlined and improved the Information Security team’s project management processes, enhancing workflow efficiency and accountability. Optimized audit preparation procedures, reducing audit workload and completion time. Revamped the annual employee security training program, managed training statistic reporting to leadership, and modernized external media for customer engagement. Enhanced team responsiveness to sales and prospect requests, increasing agility and supporting business development.• Led and managed the development and implementation of security frameworks, ensuring compliance with ISO 27001, SOC 2 Type II, and GDPR, which improved audit readiness – including internal audits. • Reduced the risk of security incidents by identifying, analyzing, and mitigating information security risks, safeguarding the confidentiality, integrity, and availability of data. • Launched and managed Opal’s Threat Intelligence Program, collecting and analyzing security data to detect threats and providing actionable insights to leadership, strengthening mitigation strategies. • Developed and managed security training programs for employees, resulting in improved awareness of security policies and best practices. • Collaborated effectively with diverse departments and external stakeholders to align security practices with organizational goals and compliance requirements. • Evaluated technology implementations to assess compliance and enhance security measures across the organization. • Analyzed client requirements and security threats to inform risk assessments and support compliance strategies. • Created and maintained reports on service performance and compliance, improving visibility and communication with leadership. • Worked closely with legal and management teams to navigate contractual obligations and compliance requirements. • Managed endpoint vulnerability programs, proactively addressing potential threats and improving security posture.

Analyzed escalations, providing effective resolutions for both internal and external stakeholders, enhancing issue resolution processes.• Conducted software assessments to establish risk-based scopes, enabling informed decision-making for security and compliance initiatives.• Collaborated with internal stakeholders to address and clarify contractual obligations, ensuring alignment with business and legal requirements.• Compiled and delivered daily performance reports, driving continuous improvement in service delivery and operational efficiency.• Provided guidance on compliance obligations and processing activities, managing 60 cases and personally resolving 30 cases per week, ensuring timely and effective case handling.• Provided “white glove” to internal and external stakeholders.• Supports day to day operations for the whole services (Tier 1, 2, and 3).

Led a team of three agents in case management, providing guidance and support to ensure effective resolution to minimize escalations to upper management.• Reviewed agent cases, delivering constructive feedback to improve performance and case outcomes.• Engaged with Program Management, internal stakeholders, and Microsoft suppliers in collaborative forums to drive alignment and support initiatives.• Managed approximately 50 cases weekly while resolving 40 cases to ensure timely and accurate resolutions. • Supported all day-to-day operations required for agents.

As a front-line analyst, I ensured supplier privacy and security protocols aligned with Microsoft’s Global Security Supplier and Privacy Assurance Program.• Mitigated risk associated to Microsoft Suppliers by upholding Data Protection Requirements and providing legal Processing Designation, Scope, and Locations.• Demonstrated expertise in payment card processing (PCI), Software-as-a-Service (SaaS), Website Hosting, CCPA, and GDPR compliance.• Analyzed data security frameworks and regulatory standards using PCI-DSS documentation, SOC reports, ISO 27001, ISO 27701, penetration tests, and third-party audits.• Developed security and compliance reports for leads, program management, stakeholders, and suppliers, enhancing transparency and decision-making.• Identified, investigated, documented, and resolved an average of 75 cases weekly, ensuring timely and accurate case handling.

Analyzed case details as an escalation assistant in tandem while support HR safety compliance operations, mitigating risk and triaging cases for Senior Escalation Specialist review and action.• Supported warehouse safety operations across the U.S., Latin America, U.K., Spain, and Australia, focusing on management, performance, and resolving internal issues, including misconduct.• Developed a comprehensive tool to enhance support for Spanish-speaking operations, improving efficiency for the Spanish team. • Translated 100+ Confidential documents for the operational expansion to LATAM (Mexico, Puerto Rico, Brazil) and Spain

As the Assistant Manager, responsibilities included but were not limited to:• Interviewing, hiring and on-boarding new employees while overseeing store employees.• Updating operational budget finances, including payroll, weekly while adjusting accordingly per business trends.• Created and updated schedules for the store per operating budget and schedule accommodations.• Directly oversaw the performance and development of 15 individuals.• Assisted in planning and management of company sales events.• Worked closely with store, regional, and national leadership.

As an Assistant Store Manager at Gap, I was responsible for supporting the Store Manager in the daily operations of the store. This includes hiring, training, and scheduling staff to ensure efficient store functioning, while also managing inventory levels and maintaining a clean, organized, and visually appealing environment. I would focus on driving sales, meeting revenue goals, and providing excellent customer service by resolving issues and addressing concerns. Additionally, I would help enforce company policies, ensure compliance with safety regulations, and contribute to promotional efforts to boost performance. Strong leadership, communication, and organizational skills are essential for excelling in this role.

As a Customer Experience Lead at Gap, my role would focus on ensuring that customers enjoy a seamless, positive shopping experience while driving the performance of the team. I would lead by example, setting the standard for customer service and engagement, and work closely with associates to meet customer needs and address any challenges.My responsibilities would include:• Engaging directly with customers to resolve concerns, answer questions, and provide a memorable shopping experience.• Guiding and mentoring team members to enhance their customer service skills, ensuring that they are equipped to deliver on the brand’s promises.• Collaborating with store management to ensure smooth day-to-day operations, managing inventory and product placement, and maintaining the store’s visual appeal to create an inviting shopping atmosphere.• Driving sales by understanding customer needs, promoting Gap products, and supporting overall store performance by meeting and exceeding sales targets.This role would allow me to make a direct impact on customer satisfaction while supporting business success through teamwork, operational management, and sales growth.

Senior position within a high-volume store. Responsibilities include the management that cashier responsibilities are handled accurately: discount percentages, Customer Experience Surveys, GapCards, operational duties within collateral from customer/company related items. Other responsibilities include: communication from General Manager to Sales Associates, work-related events, company-issued meetings, social media, and store volunteering programs.

Handled the Customer Experience through cashiering and offering the customer the best final impression of Old Navy. Other responsibilities included the up-selling Old Navy Credit Cards.