Led and managed teams, streamlining operational workflows and driving continuous process improvements. Developed strategies to sustain key performance metrics while fostering strong relationships with SDMs, Managers, and Directors. Optimized workloads by setting clear deadlines for projects and ensuring timely delivery. Coordinated onboarding and launch periods for new clients and protocols, ensuring smooth implementation and compliance.

Responsible for Government Solutions Reporting and Automation of processes. Assistant to Government Solutions Manager.

Responsible for Delivery Management Reporting and Automation of processes. Assistant to Americas VP with reporting MBR, QBR. Responsible for AT&T's Analytics, Reporting and Service Level Agreement, Mining of KPIs and SLAs for root cause analysis.

Tasked with resolving complex issues per contract requirements with Account Client, its customers and contractors. Engaging in follow-up activities on phone and back office to ensure process is completed appropriately.

Responsible for Monitoring, Assessing, Coaching and Providing Feedback for CSA and DSAT Scenarios. Qualified Coach of Excellence and Trainer for team members in path to proficiency.

In charge of leading team members per KPI and metrics established by Outsourcing contractors. Responsible for driving performance and presenting results to Client parties as well as assisting them with support and development.

Data collection, Analytics and sorting for rural area projects concerning Health, Education and Communities. Monitor and Execution of Projects for Communities and Rural Schools in Quetzaltenango, Guatemala.