Glenda Peace

Experience

• 

  Self-Employed

  Jun 1999 - Feb 2015

  Director, Moderator, Interviewer and Analyst for qualitative market research projects, ranging from local SMEs to Fortune 500 clients in Latin America and the Caribbean

  • Market Research Consultant (Qualitative)

    Jun 2008 - Feb 2015

  • Interpreter and translator (English-Spanish)

    Jun 1999 - Jul 2013
• 

  Procter & Gamble

  Jan 2001 - Aug 2001

  US Employee Services Associate
• 

  Norfolk

  Mar 2003 - Aug 2003

  Executive Director Assistant and Office Administrator
• 

  Habitat for Humanity-Costa Rica

  Sept 2003 - Aug 2004

  Manager Global Village Department

  National Coordinator for international volunteer groups and community development projects

• 

  Supra Telecom

  Aug 2004 - Dec 2004

  Recruitment and personnel selection coordinator

  INTERNSHIP

• 

  International Student Volunteers-Costa Rica

  Jan 2005 - Jun 2005

  National Assistant Coordinator for international volunteer groups and community development projects
• 

  CID-Gallup Latinoamérica

  Jun 2005 - Oct 2006

  Assistant Projects Director, Moderator and Analyst

  • Assistant Director, Moderator, Interviewer and Analyst for qualitative market research projects (Central America and the Caribbean)

• 

  ULACIT (Universidad Latinoamericana de la Ciencia y la Tecnología)

  Jan 2007 - Apr 2007

  Professor

  Prepared and taught two courses:- Entrepreneurship (in English)- Consumer Behavior (in Spanish)

• 

  Synovate

  Aug 2007 - May 2008

  Projects Director, Moderator and Analyst

  Director, Moderator, Interviewer and Analyst for qualitative market research projects (Central and South America and the Caribbean)

• 

  Mi Credenza

  Jun 2012 - Jul 2013

  Owner/Manager

  Vintage Boutique Thrift Store

• 

  Four unit apartment building (Owner: Thelma Clarence)

  Oct 2012 - Mar 2013

  Construction Project Manager (shell and core stage)

  Planned, coordinated and supervised scheduling, contractors, purchases and crew for the project. After the core was completed, assisted in the finishing stage.

• 

  CWT

  Apr 2015 - Dec 2020

  Leading multi-region recovery projects for Fortune 500 client accounts at risk. Leading retention projects for Global accounts and Fortune 500 clients, by identifying and prioritizing top concerns, leading the research, analysis and implementation of program and process improvements, in close collaboration with internal departments and the client. Creating and maintaining interactive dashboards to asses needs and opportunities and to monitor project progress. Monitoring call, process and product quality KPIs for the operation. Researching processes to discover gaps or opportunities for improvement. Collaborating across functions like talent acquisition, training, knowledge management, process automation, HR, account management, to positively impact cycle times, error costs, customer satisfaction, employee retention.Site BCP Owner and backup owner. Getting to know the corporate travel industry and business by interacting with end users in North America on a daily basis, learning the tools and processes, working in the front line, observing management and organizational practices and culture. All of this while organizing travel arrangements for business travelers in North America.

  • Global Service Recovery Consultant

    Jun 2019 - Dec 2020

  • Business Analyst

    Jun 2016 - May 2019

  • Corporate Travel Counselor

    Apr 2015 - May 2016
• 

  Concentrix

  Jan 2021 - Feb 2022

  Global Analytics Specialist

  Conducting analysis of global customer support operations for a FAANG company and presenting people, policy, product and process improvement recommendations. Presenting results to internal (up to VP level) and client product managers and stakeholders. Overseeing or accompanying the implementation of improvement recommendations.

• 

  Moody's Ratings

  May 2022 - now

  • VP Global Commercial Operations Processes

    Jul 2024 - now

  • Assistant VP Global Commercial Operations Processes

    May 2022 - Jun 2024