- Led a shared services Operation of 450+ employees, including 30+ managers, supporting 1.6K+ executives in the Americas, coordinating business operations and strategy.- Led the large scale growth of the Delivery Center from 270 to 470 employees within 12 months and successfully transitioned 500+ C-Suite Executives, aligning operational activities with performance metrics and enhancing the value proposition.- Designed the Center Strategy and Governance system, KPIs, SLAs, helping set direction, goal setting, performance expectations and task prioritization, helping us enhance our value proposition and ensure seamless operations. Engaged clients and internal stakeholders at every stage of the transition of work, adjusting organizational structure and task assignments, resulting in a 19-point NPS increase to 92.- Adapted the People and Communication Strategy to ensure clear and transparent communication, leading to 93% engagement and inclusion scores.- Implemented a Health and Well-being program, helping us create a supportive and productive workplace.- Instilled a high-performance culture that is compliant with local labor laws, significantly reducing performance issues and improving client satisfaction.

- Center Manager focused on delivery optimization, modernization, and transformation efforts. > Managed IBM Research Executive support with world-class NPS (100%) scores and employee engagement. > Successfully completed EAA Mail transition and service transformation. > WW Client Feedback process design & implementation used to measure and enhance service delivery

Center Manager and Leader on talent upskilling, transformation, and operation enhancement efforts. > Led Strategic and Delivery enhancement that in return increased employee engagement, upskilling, reskilling, and optimized processed, helping prepare the Center to absorb higher complexity work. > Corporate Headquarters Executive support, achieving world-class NPS scores (89%) and high employee engagement index (91%). > Implemented and led Global Communications, from Strategy to Delivery.

- Country Lead for HRBD Operation, in charge of delivery and operation simplification > IBM NA acquisitions, outsourcing, and divestiture oversight. > Work model, and structure optimization, to increase effectiveness and productivity. > New Agile ways of working implementation, converting team into a unified global team that has clarity of the outcome, self-driven and empowered.

- Delivery Operations upline manager for a team of +120 employees and of 10 managers/leadership roles. > Directed WFM Structure & Work model redesign and optimization, reducing waste and delivery errors. > Significantly enhanced employee engagement and organic career growth. > Led Resource & Capacity Planning reporting & automation efforts. > Process oversight: Project Staffing, Capacity Planning, Resource Management, Financial Forecasting, Contractor Administration, and Workforce

- Selected from +3K volunteer applicants to provide Business advisory to the Haoshan Social Center in China. - Solutions presented allowed them to reach +6k orphan children- Won the Bronze award in a National China Charity Competition.

- Operations delivery manager and owner of Contractor migration from Brazil to Costa Rica. > Upon achieving operation stability, led role transformation, which improved productivity and allowed work absorption without HC increase.

- Responsible for reporting creation and delivery, change management, KPI creation, implementation, and presentation to IBM Executives. > KPI Owner: led and optimized reporting and KPI design to ensure business objectives and results were achieved. > Implemented, streamlined and improved WW Reporting Inventory.

- Financial Forecast Utilization for FTP&L SAP practice, which included sales and supply projection, utilization analysis and calculation (+250 resources) and recommendations.- Process and reporting design to manage practice.- Staffing and advisory for multi million dollar SAP contracts.

- Responsible for staffing all the demand within the SAP Finance and Controlling (FI/CO) Service Area and for finding positions for more than 300 FICO Consultants in the Americas. This included: understanding the project’s skill requirements, getting to know and understand the consultants’ experience and skills and as a result matching available practitioners with open staffing needs.

MFCBodas Wedding Planners- Redesign end-to-end event process, including vendor selection, invoice and payment processes.- Implemented new Invoicing and Vendor Management SoftwareFuntastic Parties & Open Play- Led Party Center start up, this included attraction and vendor selection, Service Catalogue design, hiring, training and Legal requirements. TEAH Digital- Social media strategy implementationArandú School- Business Plan definition, including Mission statement, vision and objectives.

- Part of the team that started Operations in the GBS Costa Rica Center.- Completed short-term assignments in Cincinnati and Venezuela to migrate Relocation & Expatriate Services to Costa Rica.- In charge of the implementation of the Call Center that supported Expats in the Americas.