Senior Program Manager at Galileo Financial LATAM (formerly Technisys), supporting Development teams, Engineering Managers and Division Heads. Developed and maintained executive dashboards and reports used by senior leaders, enabling timely decision-making, risk identification, and support across development initiatives. Collaborated with cross-functional teams including Engineering Managers, Product Managers, UX/UI, Senior Developers, and Division Heads to implement process improvements, such as migrating initiative tracking from spreadsheets to Atlassian’s Atlas dashboards, ensuring smooth transitions. Owned Software Capitalization Reporting, maintaining high data accuracy on a monthly basis by tracking development efforts, KTLO hours, and time off. Ensured alignment with Finance for forecasting and budgeting purposes, and provided audit-ready documentation that supported compliance and streamlined financial reviews. Regularly coordinated with Finance stakeholders to validate and reconcile data. Led On Call support reorganization across teams, improving after-hours coverage and process adherence.

Managed software and hardware renewals and new purchases monthly, with contract values ranging from small amounts to multimillion-dollar agreements, ensuring timely processing and compliance with company policies. Successfully negotiated with US and international vendors, securing improved contract terms, discounts, and cost avoidance. Led repository management of company vendors in ServiceNow, overseeing purchase orders, renewals, and inventory (ServiceNow and Workday), ensuring up-to-date records and accurate data for reporting and decision-making. Worked closely with Legal, Privacy, and Security teams to ensure all vendor contracts adhered to company privacy and security policies, managing the compliance review process effectively. Provided detailed reports on vendor performance, spend tracking, and contract renewal timelines, improving visibility across departments and ensuring better budgeting and forecasting. Coordinated audit readiness by maintaining accurate documentation and supporting periodic compliance reviews, ensuring alignment with corporate and regulatory requirements. Trained colleagues on ServiceNow, sharing best practices and new features to improve efficiency and effectiveness in ticketing and vendor management processes.

Senior Project Manager at PriceWaterhouseCoopers (PwC) from 2016 to 2019: Led the transition of Ethics and Compliance support services from PwC US to TCS Uruguay, ensuring seamless service experience and reviewing contract terms, KPIs, and service delivery requirements. Onboarded and trained a team of 15 members in Uruguay to handle employee queries via chat and email, providing high-quality support aligned with PwC's expectations. Achieved 100% customer satisfaction (CSAT) in two consecutive semesters as rated by PwC. Measured success based on key performance metrics including CSAT, response times via phone/chat, and agent availability, consistently meeting and exceeding service targets. Project Manager for Target Stores and Headquarters in 2015: Managed a 20-person support team to meet contract metrics such as availability, first-level resolution, and customer satisfaction, ensuring seamless 24x7 support operations. Fostered a positive work environment, ensuring high team engagement and availability. Consistently delivered high-quality service with low missed call rates and high first-level resolution. On-Site Coordinator for Chiquita Brands in Costa Rica (2013-2014): Acted as main point of contact and representative for TCS at client’s office, collaborating daily with IT Managers. Facilitated day-to-day operations and supported coordination between TCS and client team. Level 1 Service Desk Agent for Chiquita Brands in 2012: Provided front-line IT support to employees across Central America, the U.S., and Europe, resolving issues efficiently and contributing to high customer satisfaction. Initiated creation of troubleshooting articles, enabling first call resolution and reducing escalations. Achieved consistently high CSAT scores.

Developed strong interpersonal and communication skills through daily client interaction, managing high-pressure situations.

Developed strong customer-facing and teamwork skills by assisting diverse audiences and supporting front-of-house operations during cultural events.