More than 8 years of expertise in project coordination, process enhancement, and team management across diverse industries. Proven track record in managing large-scale projects, streamlining operational workflows, and fostering business efficiency. Experienced in Agile methodologies, Six Sigma, and leading cross-functional teams. Proficient at utilizing project management tools such as JIRA, Confluence, Trello, and Figma, among others, to enhance processes and boost collaboration.

•Managed the product analysis for the client, establishing features and functionalities, and designing the glossaries to standardize the terms of reference of the product along with the in-house Design team, the Clients product owner, and the Clients operations team. •Coordinated weekly meetings to discuss progress and demo meetings to provide and receive feedback from the stakeholders and internal development team, ensuring team members have the resources they need to complete their assigned tasks on time and within their budget limits. •Monitoring the progress and scope changes throughout the projects, guiding the decision-making meetings for early releases and quality assurance processes. Designed roadmaps, sprint planning, retrospective sessions, demo and release events for digital products, and consistently met my short and long-term targets.

As a highly skilled and experienced Project Coordinator, I bring a comprehensive set of skills that I know will be an asset to any team. Throughout my career, I have consistently demonstrated my ability to lead and achieve, providing a solid foundation for taking on the role of Project Manager. With a keen eye for detail and a people-centric approach, I excel at making critical decisions and developing effective plans that drive successful outcomes. My exceptional communication skills, coupled with a proven track record in building strong professional relationships, have been instrumental in delivering outstanding results on every project I have undertaken.

Led multiple software development projects, ensuring alignment with client expectations, deadlines, and budgets. Defined project scope, roadmaps, and milestones, improving efficiency in sprint planning and execution. Collaborated with cross-functional teams using JIRA, Confluence, and Trello, enhancing transparency and progress tracking. Spearheaded process improvement initiatives, reducing project turnaround time by 30%. Directed customer service operations for Google Nest, overseeing 400+ agents and 24 team leaders. Improved agent pass rate from 34% to 90% in 90 days by refining training programs and feedback loops. Reduced agent turnover from 30% to 5%, implementing coaching strategies and accountability frameworks. Developed and maintained project roadmaps, sprint plans, and retrospective reports, enhancing team performance by 25%. Enhanced customer experience metrics, exceeding client expectations in service quality and resolution time.

Managed product analysis and requirement gathering, ensuring clear documentation for development teams. Designed standardized glossaries to improve alignment between stakeholders and operations teams. Led weekly progress meetings and demo sessions, ensuring stakeholders were aligned with project goals. Developed and maintained project roadmaps, sprint plans, and retrospective reports, enhancing team performance by 25%. Directed quality assurance initiatives, successfully increasing pass rates and improving service reliability.

•Coordinated and supervised the operation for Google Nest of more than 400 customer service agents in charge of 24 team leaders, providing constant feedback and training to achieve the quality standard expected by the client. •Increased the pass rate among the account from 34% to 90% in 90 days after changes in customer policies and procedures, considering that the iteration of new agent waves was every 15 days. •Decreased the agent turnover rate from 30% to 5% considered natural in the industry after reviewing the conversation during the coaching sessions of the team leaders, generating accountability of all those involved in the operation and above all the responsibility of the agent in front of the client.

Supported NGOs in navigating legalization processes and structuring their operations. Advocated for disability rights awareness and gender equality initiatives in Honduras. Coordinated fundraising marathons. Provided guidance to at-risk populations regarding their organizational rights.

Managed the product analysis for the client, establishing features and functionalities, and designing the glossaries to standardize the terms of reference of the product along with the in-house Design team, the Clients product owner, and the Clients operations team. Coordinated weekly meetings to discuss progress and demo meetings to provide and receive feedback from the stakeholders and internal development team, ensuring team members have the resources they need to complete their assigned tasks on time and within their budget limits. Monitoring the progress and scope changes throughout the projects, guiding the decision-making meetings for early releases and quality assurance processes. Designed roadmaps, sprint planning, retrospective sessions, demo and release events for digital products, and consistently met my short and long-term targets. Coordinated and supervised the operation for Google Nest Smart home division for more than 400 customer service agents in charge of 24 team leaders, providing constant feedback and training to achieve the quality standard expected by the client. Increased the pass rate among the account from 34% to 90% in 90 days after changes in customer policies and procedures, considering that the iteration of new agent waves was every 15 days. Decreased the agent turnover rate from 30% to 5% considered natural in the industry after reviewing the conversation during the coaching sessions of the team leaders, generating accountability of all those involved in the operation and above all the responsibility of the agent in front of the client.

Increased the effectiveness of the distribution speed of newspapers and magazines by 40% by the use of GPS technology, determining the distance traveled by the distributor between the warehouse and its most distant delivery point and the crossing with other routes in lighter and faster vehicles. Achieved the recovery of 60% of the financial arrears at 180 days due, performing data mining, crossing the records of the debtors and their documents with the physical record of documents signed as received, this represented a return of more than 100 thousand dollars for the company in a quarter. Managed an operation of more than 100 employees between supervisors and contractors, achieving the distribution and collection of more than 12 editorial products per month with a turnover of more than 100 thousand copies in three operation channels: street sales, indoor sales, and subscriptions.

Optimized distribution operations, increasing delivery speed by 40% using GPS-based route planning. Recovered 60% of overdue financial arrears ($100K+ in revenue) by implementing data-driven debt collection strategies. Managed a workforce of 100+ employees, overseeing distribution, logistics, and customer engagement strategies. Implemented cost-saving measures, reducing operational expenses by 15% while maintaining service quality.