Director of IT and Infrastructure

• Jan 2022 - Present

Global Performance Lead / Project Manager

• Nov 2019 - Dec 2020

As the Global Performance Regional Lead and a Project Manager, I orchestrated project strategy and execution; identified business goals, mission, and determined project needs. I compiled, analyzed, and crafted visualizations of data to present to shareholders and key clients throughout project life cycles to shape KPIs, manage costs, build consensus, and drive effective decision-making. To meet all project requirements and client needs, I assembled and led cross-functional teams in client projects; set goals and metrics, collected and analyzed data from performance, and ensured high quality project delivery. Among my accomplishments:• I shaped and implemented a formal governance process that increased goal expectations 31%; enabled leaders to justify results, business cases, and progress toward KPI Targets.• I championed process improvements that improved TC performance; identified underperforming teams and TC's and implemented change to improve performance, customer experience, and end user experience.• I identified root causes behind underperforming teams and crafted a new structure to address performance; delivered improved trainings, additional guidance, introduced new tools, and transitioned underperforming agents to more appropriate roles to streamline operations and optimize performance.• I also initiated a new process to keep leaders aligned and updated. Show less

Senior Data Solutions Analyst / Senior Product Manager

• Aug 2014 - Nov 2019

As a Senior Product Manager and Data Solutions Manger, I directed cross-functional teams across operations and oversaw multiple key global accounts. I led the design of proof-of-concept solutions via multiple coding languages and APIs to satisfy technical and business requirements. I conducted iterative solutions testing to ensure compliance with project specifications. To ensure project success, I collaborated with stakeholders and development teams to determine project requirements, create, optimize, and test software databases that fit client requirements while creating opportunities for revenue growth. Additionally, I performed user acceptance testing of business travel tools and automation. Among my accomplishments:• I reduced timeline execution time and resources 43%; developed a shell database to streamline global account implementation.• I was recognized as a subject matter expert in file transfer protocols (FTP, FTPS, SFTP, HTTPS and AS2) and supported teams in transferring files over public and private networks using PGP-encrypted protocols.• Led the development of a new software application that boosted efficiency; successfully sped up project timelines and increased the capacity for more clients.• Maintained a high conversion rate through effective consultations with prospective clients.• Effectively balanced best practices to meet client and brand needs. Show less

Workforce Management Operations Analyst

• Aug 2011 - Aug 2014

As the Service Level Coordinator, I managed teams in real time, developed all strategic team plans and oversaw resource allocation for service support. I set objectives and launched initiatives to improve performance and contain costs. I collaborated with cross-functional teams to implement new accounts as well as de-implement exiting accounts. I managed all skill prioritization workflows while ensuring compliance with contractual client agreements. To support operations and customers, I resolved any identified gaps in Review Intra Day Capacity Planning projections. I also conducted in-depth analyses that led to creation of queries to capture availability, overtime, and other relevant trends. Among my accomplishments:• I shaped a new reporting structure and successfully automated capacity planning.• I was formally recognized for ability to forecast the number of agents required based on call volume.• I assessed operational risk to craft and implement Rapid Action Plans as needed. Show less

Service Level Coordinator

• May 2007 - Aug 2011

Manage daily queue management resulting in improved hourly SLA from 55% to 87%. Worked with the re-engineering team, to help implement best practices and processes to reduce reject queue volume.

Travel Counselor

• Jun 2006 - May 2007

Coordinate changes to corporate client’s on-line reservations. Arrange cars and hotels for on-line bookings. Handle customer service issues.

Reservations Specialist

• Jun 2000 - Jun 2005