Experience

• 

  Servicios aéreos estrella, s.a. de c.v.

  Nov 2009 - Dec 2011

  • Purchasing Specialist / Quality Assurance Auditor Jr.

    Jan 2011 - Dec 2011

  • Supplier Development Specialist / Quality Assurance Auditor Jr.

    Jun 2010 - Dec 2010

  • Assistant to Sales Manager

    Nov 2009 - Jun 2010
• 

  American express

  Oct 2012 - Dec 2018

  For this double assignment, I managed executive escalations for both Corporate and Consumer customers servicing 2 different markets: Mexico and International Dollar Card (42+ countries). My main tasks were related to account analysis, case build-up, communication with upper hierarchies (Directors and above), case remediation, feedback to respective lines of business if applicable. My main customers were Nivada Mexico, Interjet, The University of Puerto Rico, and Sergio “Checo” Pérez.I also managed government inquiries from both PROFECO and CONDUSEF on customer complaints for the Mexico Market: I would verify the customer account, balance, general status, previous customer communications to determine whether to respond positively or not to the cusomer's demands. Then I would provide official notice to the said institutions within their own official deadlines, providing written and visual evidence backing up business resolutions. This task was subject to both official and internal quality audits. Show less

  • Global Dollar Card New Accounts

    Apr 2017 - Dec 2018

  • Consumer Relations / Special Handling Unit

    May 2015 - Apr 2017

  • International Dollar Card - Customer Care Professional

    Oct 2012 - May 2015
• 

  Branch international

  Jan 2019 - Jun 2019

  Associate - customer service / loan review

  In my first experience in the FinTech industry, I was assigned to a double role as a Customer Service agent, managing general customer inquiries through different communication channels (zendesk, Facebook/GooglePlay, the app chat). I would mak sure the customers understand how to use the app, learn to submit a loan application, and make their payments on time. I would also assist in general app troubleshooting. I also provided support to Loan Review on the new/routed-for-manual-approval applications, reaching up to 460 applications reviewed per business day. I also received general instruction on SQL, Market research and practices, Social Media management, team leadership, problem ownership, and accountability. This is, by far, the role where my leaders most contributed to foster the skills that I would later continue to develop in my professional path. Show less

• 

  At&t

  Jun 2019 - Mar 2023

  In this role, I managed B2B IT Project implementations, COI layers 1 and 2 for 100+ site scopes in and out of the US. My responsibilities covered post-sale (Risk assessment, project scope, deliverables setting, stakeholder approval), project delivery (scope changes management, issue and jeopardy solution, communication across teams, leadership levels, status delivery on the overall implementation progress), until transition to life cycle.In addition, I was able to excercise my team leadership, content planning, organization, schedule coordination skills by leading the second internal "Fast Track" program, intended to provide general upskill and product information refreshment to a group of colleagues specially selected/volunteering in a span of 4 weeks. I planned and selected the content structure, reached out to internal teams for support on setting up learning sessions with SMEs, supervised internal communication within all parties, coordinated and scheduled all learning sessions to all required attendees and provided general reports and status to the GPM's Mexico's upper management. I also colaborated with the Internal Communication Team on applying the authorized communication strategies to keep the team together specially after the 2020 COVID lockdown. Show less At the entry level in the Global Project Management division of AT&T, I managed COI Layers 1 and 2 for 2-50 site scopes. Afterwards, I was assigned to serve temporarily as a Migrations Support PM in the nighttime. My main responsibilities were planning, scheduling, and conducting around 65 Data Migration and services cutover calls at night and different time schedules, coordinating up to 5 store managers and 5 technicians working onsite. In this role, my bilingual services strongly contrubuted to save the company around 25,000 USD in PM costs. Show less

  • Specialist - Global Project Delivery

    Sept 2021 - Mar 2023

  • Sr. Associate - Global Project Delivery

    Jun 2019 - Sept 2021
• 

  Icon plc

  Jun 2023 - Aug 2024

  Client manager i - language services (ls)

  In this role I provided support to ICON's Language Services clients that submitted Medical Translation requests by managing all client budgets, develop project plans, handle all communication and translation deliveriesI had the opportunity of setting up a great-scale translation project for one of the most important Pharma Labs worldwide, with an approximate word count (WC) of 500,000 characters and a $93,000 USD contract value.

• 

  Nielsen media research limited

  Sept 2024 - now

  Sr. project manager - us media contact center

  In this role, I lead Automation/Technology Capability projects to reimagine, simplify, and scale opportunities across the US Media Contact Centers.