Sylvia Castro Email & Phone Number

- 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.

- 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.

Costa Rica

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.

Costa Rica

- 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.

- 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.

- 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.

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.

Costa Rica

- 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.

Master Of Business Administration - Mba, Human Resources And Digital Transformation

Administración De Empresas, General Sales, Merchandising And Related Marketing Operations