Experience

Marconi

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Vice President, Platform Operations

  • Sep 2023 - Present

  Ireland



Meta

• United States
• Software Development
• 700 & Above Employee

• Incident and Crisis Management Leader

  • Nov 2021 - Aug 2023

  Ireland - Led global cross-functional and matrixed teams in charge of responding to incidents and partnering with senior leaders to represent the HR function in local, regional, or global crisis management activations. - Orchestrated the XFN team’s response strategy (Security, Employee Relations, Compensation & Benefits, Employment Law, Wellness Response), preventing and mitigating impact, and enabling decision making for company wide Business and People Operations leadership during incidents… Show more - Led global cross-functional and matrixed teams in charge of responding to incidents and partnering with senior leaders to represent the HR function in local, regional, or global crisis management activations. - Orchestrated the XFN team’s response strategy (Security, Employee Relations, Compensation & Benefits, Employment Law, Wellness Response), preventing and mitigating impact, and enabling decision making for company wide Business and People Operations leadership during incidents impacting employees or groups of employees. - Co-led the discovery, definition, stakeholder engagement, training, and implementation of the HR Crisis Management framework for Meta. I helped build, evolve, and scale a new global capability within the company to properly respond to different types of incidents and crises impacting Meta’s most important asset, its people. - Supported all Meta sites and teams across North America, Latin America, Europe, Middle East, Africa, and Asia Pacific regions through a 24/7 Follow-the-sun on-call operating model. - My role sat at the intersection between the business and the human resources team, where I ensured all teams worked in synergy to enable business goals while caring for our people and safeguarding the company. Show less



Facebook

• Software Development
• 700 & Above Employee

• Senior Operations Manager

  • Mar 2019 - Oct 2021

  Ireland Regional operations leadership and extended global responsibility for Operations reporting and People initiatives. Regional Operations Management: - I led a group of talented trust & safety market experts (Managers and Project/Program managers) in the Central & Eastern European Region. The team focused on: a) Using market knowledge, signals, metrics and insights to scope, and implement scalable solutions to improve the experience, support and safety for our community of… Show more Regional operations leadership and extended global responsibility for Operations reporting and People initiatives. Regional Operations Management: - I led a group of talented trust & safety market experts (Managers and Project/Program managers) in the Central & Eastern European Region. The team focused on: a) Using market knowledge, signals, metrics and insights to scope, and implement scalable solutions to improve the experience, support and safety for our community of users b) Collaborating with cross-functional teams and partners to improve our performance, products, processes, policies, and tools c) User support and Content moderation decisions for edge cases and providing guidance and overseeing content moderation done at scale by our >200 team members throughout our outsourcing partner network Global Operations Reporting & Business Reviews: - I oversaw T&S Global operations reporting, business reviews and analytics initiatives. This team of 15 people focused on enabling short-term and long-term data driven decision making through automated and reliable reporting (creating metrics and finding ways to measure work), trending & root cause analysis, and meaningful business performance reviews and routines. Global HR / Culture Survey: - During 2019, I led the global culture and employee experience work stream which spearheaded culture/employee experience and recognition efforts. From preparing the organization for our twice a year Pulse survey (training, high response rates) to analyzing results, facilitating employee focus groups, conducting leadership interviews and debriefs, defining priorities and driving action planning to sustain and improve overall employee experience. *Trust and Safety / Global Market Operations' focus is on improving the health of Meta’s products, preventing & managing risk, and helping people understand and improve how to use our products through both direct support interactions as well as scalable solutions. Show less



Uber

• United States
• Internet Marketplace Platforms
• 700 & Above Employee

• Senior Community Operations Manager, Site Operations

  • Jul 2018 - Feb 2019

  Costa Rica - Senior leader of Community Support Operations, Technical Support Operations, and Sales Operations for Latin America’s Centers of Excellence. (Support to Riders, Drivers, Eaters, Restaurants, and Uber Jump Bikes/Scooters Technical Support) - Responsible for operational and financial performance of a team of >200 People (Managers, Team Leads, Individual Contributors) and for acting as a Chief of Staff and Business Manager for the LatAm Center’s of Excellence Senior Leader. -… Show more - Senior leader of Community Support Operations, Technical Support Operations, and Sales Operations for Latin America’s Centers of Excellence. (Support to Riders, Drivers, Eaters, Restaurants, and Uber Jump Bikes/Scooters Technical Support) - Responsible for operational and financial performance of a team of >200 People (Managers, Team Leads, Individual Contributors) and for acting as a Chief of Staff and Business Manager for the LatAm Center’s of Excellence Senior Leader. - Helped build Uber’s regional support structure by ramping up several teams and exceeding Service Level, Efficiency, Quality, Financial, Customer Satisfaction and Employee Satisfaction key metrics, while ensuring the right talent was in place, developing leaders, and ensuring everyone was engaged and motivated to deliver their best in every single interaction. - In partnership with the HR team, I implemented, streamlined, and led key regional people programs and processes in the areas of employee experience, recognition, performance reviews, culture survey, talent acquisition, onboarding, payroll, organizational design, and regional alignment, delivering solid impact in all of them.

• Community Operations Manager

  • Nov 2016 - Jun 2018

  Costa Rica - Launched and led the Executive Community Relations, Uber Eats, Jump, Vendor Helpline, and Lost Items lines of business for the Spanish Speaking LatAm region. - Led a team of >100 managers, specialists, and analysts that Improved the Rider, Driver, Eater, Restaurant and Courier experience in Spanish Speaking Latin America by owning and solving the most visible, complex / escalated service support requests of key audiences and continuously improving support operations… Show more - Launched and led the Executive Community Relations, Uber Eats, Jump, Vendor Helpline, and Lost Items lines of business for the Spanish Speaking LatAm region. - Led a team of >100 managers, specialists, and analysts that Improved the Rider, Driver, Eater, Restaurant and Courier experience in Spanish Speaking Latin America by owning and solving the most visible, complex / escalated service support requests of key audiences and continuously improving support operations processes. *Centers of Excellence solve Uber’s most critical support inquiries from Riders and Drivers.



McKinsey & Company

• Business Consulting and Services
• 700 & Above Employee

• Regional Operations Manager / Senior HR Consultant

  • Jan 2015 - Nov 2016

  Costa Rica - Led the Latin America OrgSolutions team supporting clients across different industries and locations. - Human Resources Consulting - Organizational Effectiveness, Cultural Transformation, Centered Leadership, Organizational Health Coaching, Organizational Design. - Helped create lasting change through organizational culture and leadership, Organizational change, Client engagement, Workshop & capability building facilitation. - Helped dozens of companies and HR and… Show more - Led the Latin America OrgSolutions team supporting clients across different industries and locations. - Human Resources Consulting - Organizational Effectiveness, Cultural Transformation, Centered Leadership, Organizational Health Coaching, Organizational Design. - Helped create lasting change through organizational culture and leadership, Organizational change, Client engagement, Workshop & capability building facilitation. - Helped dozens of companies and HR and business leaders across multiple industries to make smarter strategic and day-to-day decisions that led to overall performance improvement. Show less



Movate

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Operations Manager

  • 2014 - 2014

  Costa Rica - Led the customer service and technical support operations for 3 key accounts in the telecommunications, music streaming and consumer electronics & security systems industries. - I was responsible for the end to end operational and financial performance of a 100+ FTE customer facing operation as well as escalation management, account management and coordinating support functions of reporting, analytics, training, quality assurance and workforce management.



Bank of America

• United States
• Banking
• 700 & Above Employee

• Business Support Manager

  • 2013 - 2014

  Costa Rica - Chief of Staff to Latin America Technology & Operations Director (Regional Operations spanning across 2 sites - Costa Rica & Mexico and supporting global bank infrastructure and systems) - Provided internal consulting to IT and Shared Services leaders through facilitation and leadership in key business areas: organizational strategy, program/project management, employee satisfaction, performance improvement, and data governance. - Ensured consistent operational performance… Show more - Chief of Staff to Latin America Technology & Operations Director (Regional Operations spanning across 2 sites - Costa Rica & Mexico and supporting global bank infrastructure and systems) - Provided internal consulting to IT and Shared Services leaders through facilitation and leadership in key business areas: organizational strategy, program/project management, employee satisfaction, performance improvement, and data governance. - Ensured consistent operational performance, developed & led dozens of key initiatives, and drove business planning and sound decisions for the LATAM IT Infrastructure, Application, Financial, and End User Support Services organization.

• Operations Support Manager

  • 2010 - 2013

  Costa Rica - Metrics, Reporting & WFM Operations Support, Internal consulting, Process Improvement, Project management. - Led a regional team of 13 analysts in charge of operations consulting through requirements gathering, reporting, data analysis, deep dives & root cause analysis, trending analysis, automation, executive presentations, and workforce management. - Integrated, standardized and orchestrated the reporting and business review routines for the executive management of a +500… Show more - Metrics, Reporting & WFM Operations Support, Internal consulting, Process Improvement, Project management. - Led a regional team of 13 analysts in charge of operations consulting through requirements gathering, reporting, data analysis, deep dives & root cause analysis, trending analysis, automation, executive presentations, and workforce management. - Integrated, standardized and orchestrated the reporting and business review routines for the executive management of a +500 employee regional IT services and contact center operation. - Structured and optimized the delivery of end to end WFM support (forecasting, scheduling and real time adherence management & analytics) for a +900 multi account contact center operation.



Microsoft

• United States
• Software Development
• 700 & Above Employee

• Business Planning & Operations Manager

  • 2009 - 2010

  Costa Rica - Led three key areas of business excellence: Rhythm of the Business, Marketing Budget Management, and Subsidiary Scorecard Management for a $32MM sales organization. - Drove KPIs, corrective action plans & communications across metric owners, product managers & stakeholders. - Successfully provided business and market intelligence insights that allowed for strategic and growth-oriented decisions across all Microsoft products, services and sales segments. - Rhythm of the… Show more - Led three key areas of business excellence: Rhythm of the Business, Marketing Budget Management, and Subsidiary Scorecard Management for a $32MM sales organization. - Drove KPIs, corrective action plans & communications across metric owners, product managers & stakeholders. - Successfully provided business and market intelligence insights that allowed for strategic and growth-oriented decisions across all Microsoft products, services and sales segments. - Rhythm of the Business, Marketing Budget Management, Balanced Scorecard Management, Strategic Planning, Program management. Show less



Hewlett Packard Enterprise

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Global Intraday Performance Manager

  • 2008 - 2009

  Costa Rica - Led a Global team supporting & enabling multiple global lines of business / service towers across 7 sites and +10k employees across Americas, EMEA, and APAC regions. - Workforce Management, Real Time Adherence, Service Level Management, Operational Excellence, Forecasting, Workforce Planning.

• Business Support Manager

  • 2005 - 2008

  Costa Rica - Led a team of Operations Support Analysts supporting multiple lines of business / business towers in the Costa Rica Global Solution Center in areas such as Metrics reporting, Continuous improvement, Business Review Routines, Corrective Action Plans, Program Management, Strategic Planning, Business Management, Operations Consulting.