Designed and implemented the affiliate program. Recruited, onboarded, and managed key partners (influencers and trading academies), generating strategic agreements that boosted brand visibility and client acquisition in international markets. Developed sustainable commercial agreements, aligning company growth objectives with affiliate profitability. Managed critical incidents related to the platform and trading accounts, ensuring agile resolution and service continuity. Implemented and optimized the customer service chatbot, improving automation, accuracy, and first-contact resolution. Defined, monitored, and improved customer satisfaction KPIs through data analysis and corrective actions. Monitored SLAs, response times, and quality for support agents, providing feedback and operational improvements. Resolved complex cases, performed root cause analysis, and prevented incidents. Optimized workflows, knowledge base, and support protocols. Key achievements include consolidating an international affiliate network, reducing critical incident resolution times, improving CSAT through operational optimization and AI use, and increasing support team efficiency.

Identified potential leads and solicitations in various portals authorized by state agencies. Analyzed requests to assess the company's capabilities for participating in the solicitation process. Managed the design and quotation process for potential projects. Led the awarded contracts cycle, including placing orders, managing suppliers and installers, and overseeing project closure. Responsible for reporting processes using CRM systems.

Consolidated and tracked LatAm’s project planning process, while ensuring prioritization and optimization of the project portfolio. Set the rules for LatAm project governance (approval, delivery, and post-implementation); quality assurance, and reporting processes (in alignment with related policies and methodologies). Reviewed processes for all projects and obtained segment and functional level approvals. Led all LatAm Countries PMOs (Argentina, Brazil, Chile, Colombia, Mexico, and Venezuela). Tracked and monitored project development and delivery through monthly status reporting, and guaranteed data quality in Planview (Portfolio Management tool). Tracked and monitored Project Portfolio Key Performance Indicators. Tracked and monitored Projects and Project Portfolio Budget, actual, and forecast. Led 1:1 and quarterly meetings with Local PMOs (Countries). Organized and prepared status report project reviews for Regional and Local heads (COOs). Responsible for informing Portfolio Project performance in the monthly COOs meeting. In parallel, responsible for aligning the Executive Strategy Platform (Balanced Scorecard) to Zurich Insurance Latin America Strategy. Monitored and controlled monthly updates of initiatives, objectives, and key performance indicators. Produced monthly reports based on data reported in the tool, and informed the regional COO.

Provided thorough analysis of current IT policy/process/technology to identify service improvement initiatives to reduce the impact of problems on both the Business and IT. Identified necessary improvement actions through facilitating cause and effect workshops with the business, support teams, ITAG, and Retained IT, to identify core underlying problems. Proposed, agreed, and gained sign-off of service improvement initiatives to address core problems with the business and/or suppliers. Worked closely with the business and/or suppliers to plan and prioritize service improvement initiatives by demonstrating clear benefits when these initiatives are completed and clear ramifications when they are not initiated (risk assessment). Engaged with and monitored the high-level progress of suppliers and support teams to implement agreed programs (including appropriate governance). Demonstrated the positive impact of programs through tangible improvements to service KPIs. Influenced the upgrade of KPIs through Performance Management where existing KPIs do not reflect the true customer experience. Gained buy-in from key stakeholders in support of Service Improvement. Trained on facilitation techniques and Service Improvement tools. Mentored peers. Stayed abreast of internal and external key business issues and strategy and proactively worked with the business (business analyst) and suppliers to ensure IT continued to meet longer-term strategic needs. Led and mentored team.

Participated in development of the annual budget(s) for IT, utilizing controlling tools and ensuring adherence to the schedule; obtained full understanding and sign-off by budget owner. Prepared assigned financial reports, including variance analysis and explanations (Actual/Forecast, IT Allocations, and Billing Variance, etc.). Prepared and reviewed timely allocation of IT costs; reviewed results with business units as necessary. Supported the process of IT cost allocation to the business units for IT services. Monitored expenditures for assigned services, ensuring compliance with corporate policies. Supported financial implications of initiatives, ensuring availability of budget and preparing financial reports. Identified ways to automate processes, minimizing manual intervention and increasing efficiency. Approved invoice payments / ensured proper authorization and transactional support (contracts, invoices, etc.) for incurred expenses. Applied the methodology of PMO of the organization (ZPMF).

Project Leader of collaboration solutions on the Lotus Notes Platform. Improved legacy interfaces of the procurement system with other major platforms such as AS/400 and SAP. Applied governance processes to project initiation and approval at STC (conceptualization); governed the project to ensure the quality of deliverables document as the end product. Governed project closure for feedback (challenges encountered, implemented actions, etc.). Total hours: 2400.

Project Leader of Collaboration Solution (Domino / Lotus Notes). Project 1: Implemented a "Blog" tool for controlling and monitoring Data Center processes (On Lotus Notes 5.0). Applied governance processes to project initiation and approval at STC (conceptualization); governed the project to ensure the quality of deliverables document as the end product. Governed project closure for feedback (challenges encountered, implemented actions, etc.). Total hours: 1120. Project 2: Led the Procurement workflow Lotus Notes Collaboration project to automate requests for purchase orders for general services (office supplies). Coordinated human resources involved in all phases of the project. Applied governance processes to project initiation and approval at STC (conceptualization); governed the project to ensure the quality of deliverables document as the final product. Governed project closure for feedback (challenges encountered, actions implemented, etc.). Total hours: 560. Project 3: Led Requirements for travel allowances workflow system (Lotus Notes Domino Workflow 3.0) to automate application forms for travel money, facilitating approval through a workflow. Also automated proof of expenditure. Applied governance processes to project initiation and approval at STC (conceptualization); governed the project to ensure the quality of deliverables document as the final product. Governed project closure for feedback (challenges encountered, actions implemented, etc.). Total hours: 1760. Project 4: Minor enhancement (Legacy Systems - Lotus Domino Notes - AS400). Total hours: 2400.

IBM Lotus Notes specialist. Implemented Domino/Lotus application platform (Mainframe) for customers including Banesco, Owens Illinois, Banco Occidental de Descuento, and Banco Canarias.