American Express MéxicoProject Manager
Jan. 2006 - Mar. 2010Ciudad de México y alrededores, MéxicoManagement of the voice response project portfolio for the Consumer and Corporate Cards products. Responsible for end to end delivery of projects through the coordination of cross-functional global teams. In charge of planning and resource allocation, project prioritization, tracking, control and senior leadership alignment. Appointed as regional lead within the Global Voice Governance Team. Key accomplishments:
• Migrated multiple call centers across Latin America to create the first pan-regional operation for the Company.
• Delivered over 60 voice system implementations, including Voice Response redesigns, call routing strategies, desktop-voice integration, and strategic call recording and out-dialing capabilities.