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Work Background
BeyondsoftSenior Operations Project Manager, Customer Experiences Platform Operations
Jan. 2024• Support application development teams with AWS cloud infrastructure
• Manage internal-facing security and infrastructure projects for the Cloud Operations team
• Established a centralized dashboard for tracking progress on concurrent work-streams, increasing project transparency and enabling a quicker response time to emerging issues
• Identify work-streams and take ownership to remediate all security issues detected
• Develop, track, and maintain milestones, schedules, minutes, status reports, work breakdown structures, action items, and technical deliverables
• Lead 100% of CEPO team information security, reviewing existing security protocols, identifying and addressing vulnerabilities
• Develop and maintain subject matter expertise through continuos training, collaboration and alignment
• Assess technical risks, drive technical remediation, and simplify complex issues to support teams
Critical MassProgram Manager, Project Management Lead
Nov. 2017 - Jan. 2024Costa Rica• Promoted to Program Management Lead within first 2 years, spearheading end-to-end project management initiatives within the Pharmaceutical industry
• Directed a 10-person team, consisting of seniors and mid-levels, focusing on career development and performance optimization
• Defined processes and led change management efforts, including training clients on tools and implementing Agile transformation
• Acted as the Voice of the Client, managing requirements, feedback, and escalations
• Spearheaded the automation of custom fields for project budget tracking, streamlining processes that saved the team 15 hours each month and improved accuracy in financial reporting by 20%
Prodigious Latin AmericaSenior Project Manager, Production Operations Management
Jun. 2016 - Nov. 2017Costa Rica• Part of the Production Operations Management, reporting to Site Director and Agency Relationships Director for LATAM
• Led internal projects to improve operational efficiency, including the development of an internal tool analyzing historical data for insights
• Managed two scrum teams, fostering transparency and effective communication while removing blockers
• Reviewed RFP/bid solicitation documents, contributing to successful project acquisition and execution
• Identified and resolved project obstacles, ensuring smooth workflow and timely deliverables
• Designed and implemented a resource allocation framework that increased team productivity by 25%, improving the response time of RFPs (request for proposal) and business acquisition enhancing overall proposal turnaround time
• Crafted and implemented targeted strategic roadmaps that connected quarterly milestones with annual targets; this approach resulted in the successful launch of 5 key initiatives, directly contributing to a 15% increase in market share
• Coordinated UAT activities, gathering feedback to refine project deliverables and enhance user satisfaction
Genesys AgencyDirector, Program Management Office
Sep. 2013 - Jun. 2016Costa Rica• Transformed operational strategies by conducting a comprehensive review of existing processes; led a team of 5, resulting in a streamlined workflow for better project tracking and communication across departments
• Coordinated feedback sessions to assess the effectiveness of the Agile framework; gathered input from 20+ employees, leading to iterative improvements that elevated overall team morale and engagement in project initiatives
• Improved Scrum ceremonies by creating a shared online dashboard, resulting in daily visibility into project progress for 20+ team members and enhancing transparency across the entire project lifecycle
• Facilitated stakeholder communication, championed Agile methodologies, and defined strategic roadmaps to drive organizational growth
POPProject Delivery Manager, PMO
May. 2012 - Sep. 2013La Aurora, Heredia• Transformed project operations and processes to drive efficiency and effectiveness
• Executed a data-driven approach to campaign lifecycle management, integrating real-time analytics tools to track performance metrics, leading to an enhancement of campaign effectiveness by 30% and boosted stakeholder satisfaction
• Championed risk management initiatives, uphold process control standards
• Key liaison between clients and digital production teams, facilitating seamless delivery operations
• Headed operational processes through the implementation of a data-driven resource allocation model; achieved a 25% increase in productivity while reducing project turnaround time by 15%
AccentureProject Manager, Project Management Office
Mar. 2010 - May. 2012Heredia, Costa Rica• Directed client relationship management efforts for high-value accounts, ensuring seamless communication and coordination that led to the successful delivery of projects on time and within budget
• Drove the entire lifecycle of accounts and campaigns, ensuring seamless execution and delivery
• Facilitated communication between local and offshore teams, optimizing workflow processes; this initiative led to a 40% increase in project milestone achievements and raised overall team productivity
• Engaged with brand to develop a standardized reporting system that advanced tracking efficiency by 30%
• Directed localization, development, and maintenance efforts for global websites
• Administered digital production budgets for core markets in the Americas and Europe
• Spearheaded the financial management of a high-impact project, implementing budget tracking processes that resulted in a 20% reduction in unnecessary expenditures
TrusantMarketing Manager, International Brands
Feb. 2003 - Mar. 2010• Managed four brands (3 US products and one for the UK).
• Planned, executed and reported on all advertising strategies.
• Followed up and reported on performance of marketing campaigns.
• Improved signup procedures from the main website and affiliate interfaces. • Coordinated print, online and television campaigns. • Dealt with providers and agencies directly.
SkybookOnline Advertising Coordinator, Digital Marketing
Jul. 1998 - Feb. 2003• Planned, executed and reported on all online advertising strategies.
• Followed up and reported on campaign performances. • Implemented strategies for client acquisition and retention.
• Analyzed and improved main website and affiliate tools. • Coordinated with providers in the US, Canada and UK. • Guided graphic, flash and web design as campaigns required.
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