Managed operational health and performance metrics for Samsung LATAM across 32 countries, improving response times by 20% through structured action plans. Acted as escalation point for regulatory and operational issues, coordinating with legal, compliance, and regional operations teams. Developed KPI dashboards and reporting frameworks to monitor customer health and executive performance reviews. Built a centralized knowledge base to improve issue resolution and drive 15% increase in first-contact resolution. Supported account stakeholders by identifying operational gaps, risks, and improvement opportunities across customer journeys.

Led operational risk initiatives to improve response efficiency, reducing evacuation time from 15 to 5 minutes. Coordinated and trained a 50-person response team, ensuring readiness and adherence to safety protocols. Developed and maintained 5 operational risk programs, improving assessment and response effectiveness. Collaborated with internal and external stakeholders to standardize procedures and enhance operational safety.

Managed compliance and documentation workflows, ensuring accurate, accessible records across cross-functional teams. Partnered with legal and compliance stakeholders to ensure regulatory adherence and risk mitigation. Identified and closed regulatory gaps, reducing operational and financial risk by 25%. Coordinated cross-departmental stakeholders to maintain operational continuity and data integrity.