Coordinated multidisciplinary and remote teams to implement omnichannel solutions, aligning technology initiatives with business objectives across products, engineering, CX, and operations. Led transformational projects focused on elevating Customer Experience (CX), including the implementation of tailored CRM solutions, Genesys Voice Path, and AI-powered chatbot capabilities—enhancing automation, personalization, and service efficiency. Drove digital transformation initiatives centered on operational excellence and continuous improvement of the end-to-end user experience.

Managed dynamic product roadmap, delineating pivotal milestones and deliverables for both short and long-term success. Utilized user research to integrate user-centric features across multiple channels, including WhatsApp BOT and IVR. Led Agile project coordination for teams across multiple regions, ensuring project timelines and objectives were consistently met in a remote-first environment. Enhanced strategic planning for the Omnichannel Automate Outages Notification product, ensuring alignment with company objectives for cost reduction across the Caribbean Market. Implemented and managed projects, focusing on digital adoption solutions and customer care automation.

Collaborated closely with Product Owners, Developers, and Stakeholders to establish the project's scope, prioritize backlog items, and guarantee the delivery of valuable features for Omnichannel Products, including Chatbot and IVR to enhance customer experience by providing technology direction and overseeing project execution. Managed multidisciplinary and remote teams, while fostering a culture of continuous improvement and innovation. Acting Jira Product Owner: Implemented JIRA adoption for sprint tracking, improving visibility and transparency into project progress. Led and facilitated proactive communication of project status, budget management, identified issues, and potential risks to sponsors and partners. Led the adoption of Agile methodologies across multiple Customer Care teams to improve collaboration, communication, productivity, and continuous improvement.

Led end-to-end IT projects from initiation to delivery, ensuring alignment with business objectives, scope, and budget. Coordinated cross-functional teams to deliver complex technology solutions across engineering and customer experience. Managed project planning, risk mitigation, dependency tracking, and stakeholder communication to ensure on-time, high-quality delivery.

Acted as a key liaison between business stakeholders and technical teams, translating business requirements into clear functional and technical specifications for mission-critical systems, including Booking and Ticket Issuance Software and the Loyalty Program. Analyzed and documented end-to-end business processes, system workflows, integrations, and data flows across commercial, operations, customer service, and finance domains to support scalable and reliable solutions. Provided functional support during go-live phases through on-site engagement and direct end-user support, ensuring operational stability, smooth adoption, and minimal disruption to business operations. Developed and maintained comprehensive knowledge base documentation, including end-user guides and troubleshooting manuals, to support helpdesk teams and enable efficient issue resolution. Identified and drove opportunities for process optimization, automation, and continuous improvement to enhance system reliability, operational efficiency, and the overall customer experience.