Seasoned project professional with over a decade in managing technology and software development projects, specializing in Agile practices and stakeholder management.
Oversaw project lifecycle from initiation to delivery, coordinating cross-departmental efforts.
Applied Agile practices such as Scrum and Kanban to improve project adaptability and team productivity.
Facilitated effective communication between technical teams and business stakeholders to ensure project alignment.
Identified potential project risks and developed mitigation strategies to minimize impact.
Solvo Global
Act as client-facing liaison, ensuring high satisfaction and alignment with service standards., Monitor, analyze, and report on KPIs to drive operational improvements., Develop and implement action plans to achieve performance goals., Collaborate with cross-functional teams to improve workflows and customer experience., Provide coaching and support to staff to ensure consistent service delivery.
Sutherland Global Services/ Remitly
Developed compliance policies, training, and risk assessments aligned with FCA/CBI standards., Monitored internal controls and implemented process improvements to meet EU consumer protection laws., Built and led high-performing teams, improving engagement and performance., Collaborated with cross-functional teams to track compliance and mitigate consumer risks.
Atlantic BPO/Greyhound
Handled ticketing, routing, and fare inquiries for U.S.-based customers., Processed payments and ensured accuracy in transactions., Delivered consistent customer satisfaction across all interactions.
Bachelor’s Degree
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Led diverse teams, fostering collaboration and professional development to achieve project goals.
Grupo Éxito
Assisted customers with purchases, payments, and product support., Provided cross-department support to maintain service quality
