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Work Background
Nikola Digital LabManager of Operations
Nov. 2019San Jose• Acting as Operations Lead & Liaison for a Software Development Crew, ensuring alignment between business requirements and technical implementation across teams.
• Spearheaded process reviews, delivery metrics, and SOW adherence to ensure high-quality, scalable solutions.
• Serving as the Single Point of Contact (SPOC) for all client/vendor-related operative functions, fostering strong stakeholder relationships.
• Implementing continuous improvement initiatives to enhance operational effectiveness and controllership standards.
Prodigious Latin AmericaSenior Account Manager
Jan. 2017 - May. 2019Alajuela, Costa Rica• Managed account operations for an offshore Digital Production Team of 50+ members, collaborating with cross-functional tech and non-tech teams to deliver technology projects.
• Developed and executed staffing strategies to support new client business verticals, ensuring alignment with organizational goals.
• Reengineered management support structures to a senior, tech-oriented model, improving delivery efficiency and service quality.
• Oversaw onboarding of new operations for dedicated and pooled-model teams, ensuring seamless integration and adherence to KPIs.
• Designed and implemented E2E solution strategies to address client escalations and drive process improvements.
Prodigious Latin AmericaRegional Operations Manager
Feb. 2016 - Jan. 2017Bogotá, Capital District, Colombia• Aligned operational models across HR, Recruiting, Compensation & Benefits, Finance, and Client Delivery verticals, implementing change management strategies and ensuring consistency and efficiency between the Costa Rica and Colombia sites.
• Reduced annual attrition by 16% through employee retention and satisfaction strategies.
• Increased headcount by 20% to 200 HC by deploying talent acquisition strategies and capability models aligned with client individual needs.
• Redefined and deployed a new management, scalable structure to provide career path succession and, through active coaching, develop the latest wave of senior site leaders.
• Acted as the SPOC for overseas clients, ensuring effective communication and alignment of project goals.
• Developed Site & Capability presentations used to generate trust and growth of the existing clients and acquire new business from Groupe.
Prodigious Latin AmericaDirector Program Management
Mar. 2010 - Jan. 2016Alajuela, Costa Rica• Managed account operations for an Agile Offshore Digital Production Team of 300+ members, collaborating with Group agencies across regions.
• Led end-to-end delivery of complex, large-scale programs, including sourcing, acquiring, and launching operations for new business ventures.
• Designed an organizational model supporting rapid growth, mirroring client structure for long-term career path alignment and role succession plan, leveraging a layered management structure for multi-client team operations, improving scalability and efficiency.
• Supported an early HR team in developing an effective and scalable performance review program that was replicated across the organization.
• Developed and implemented operative processes for digital delivery, account KPIs, and talent-sourcing strategies.
• Led the implementation of KPI reporting solutions, cascading insights to organizational stakeholders as the owner of our executive communication strategy.
• Worked with reporting managers on continuous improvement for delivery, new talent life cycles, employee evaluations, and retention strategies.
Hewlett-PackardCredit Analyst
Oct. 2007 - Mar. 2010Costa Rica• As a part of an operations transition team from client to vendor offices, I documented as-is Fin Ops- related (contracts/collections/billing) processes for Tribune Group newspapers in Chicago, New York, Washington, Baltimore, and Los Angeles.
• Then, based on as-is process documentation, I designed and implemented standard operating procedures, streamlining workflows and improving controllership.
• On Target, over 6 months, we executed process migration efforts for the Costa Rica teams through training of new resources with client-approved SOPs. • For 2 years, we helped our client streamline operations while reducing costs to clear out Chapter 11 requirements.
IBMPayroll & Compensation SME
Aug. 2001 - Sep. 2007Costa Rica• First, I worked as a Subject Matter Expert supporting P&G employees’ benefit and compensation programs, focusing strongly on client satisfaction thought process implementation.
• Then, I led the transition and implementation of HR/Payroll processes for DANA Corporation, ensuring alignment with business requirements.
• Conducted process mapping and documentation, developing HR/Payroll process manuals for training and reference on-site across vehicle components manufacturing sites in Ohio, Kentucky, and • Delivered training to Data Analysts and Customer Service Reps, ensuring the smooth adoption of new processes using client-approved SOPs.
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