Dynamic executive who is self-directed and has built an impressive record of achievement in both corporate and consulting roles, proven ability to innovate and execute while demonstrating effective leadership and vision in high customer facing environments. Recognized as a charismatic change management leader, fluent in English and Spanish, with intermediate Portuguese language skills. Accustomed to leading in collaborative organizations. Proven to drive results and consistently exceed expectations, while successfully coaching and motivating teams to innovate during growth and organizational change. Offering over 18 years of experience in over 40 diverse markets throughout the Americas, Europe, and APAC; demonstrated expertise in leading and developing diverse global teams, including technology, professional services, product development and cross-functional training and development teams; (web/content developers, instructional designers, training delivery, consultants). Customer Centric Leader who Delivers Innovative Learning Solutions Led customer training engagements, focused on product adoption and driving operational effectiveness; increased transaction processing for credit approval rates to 91% and issuer transaction processing rate to 99.23%. Drove employee development and organizational effectiveness via strategic program management of organizational gaps analysis, employee engagement, talent reviews, and succession planning in alignment with business and customer strategies. Led a team of 70, centered on employee development, customer/product training, e-support, pre-sales, implementations and ongoing learning services increasing organizational effectiveness and product adoption. Directed evolution and operation of proprietary global employee and customer LMS, Amadeus e-University. Drove roadmap, application architecture design and customer e-learning/e-Support program analytics. Expanded customer/partner/employee e-learning portal to 40 new markets increasing registered users from 10K to 20K year-1; monthly averages: Students Trained 4K, Page Views 41K, and Performance Support = 7K. Accomplished at Critical Thinking and Strategic Leadership Creative thinker effective at designing meaningful analytics/BI used for decision making, strategy/channel/program evolution and effectiveness. Multilingual/Multicultural Executive with demonstrated ability to easily navigate through highly political and diverse cultural environments, gaining trust at all levels within an organization, facilitating project success. Proficient product manager successful at driving complex customer, product/service strategy by creatively motivating cross-functional internal/external teams, driving innovation and customer solutions. Exceptional communicator who designs and delivers sophisticated program strategy and business cases to C-level executives effectively communicating strategic opportunities, financial impact, competitive landscape and best practices for increasing brand equity and organizational effectiveness.
Responsible for professional services growth and P&L including budget and financial planning of consulting engagements.
Held complete responsibility for the operation of this subsidiary in accordance with directives from Board of Directors, led sensitive reorganization; defined and directed implementation of business objectives, ceased 5-year rapid capital devaluation trend and significantly increasing business profitability.
Exercised strategic business and resource management, product/service marketing, and P&L accountability, including capital and operating contract management, budget administration, risk management, and effective human capital management for seven distinct operations.
Managed Staff of 60.
Maintained high customer satisfaction via efficient management of project resources, deadlines, and solution delivery, resulting in continuous contract renewals over a 5-year period.
Key Clients: Mexican Sec.
of Environment, Natural Resources & Fisheries, U.N.
PAN American Health Organization (PAHO), U.S.
Environmental Protection Agency (EPA) and U.S.
Foreign Commercial Services Agency.
Drove bi-national project collaboration between Mexican/U.S.
government agencies and non-governmental organizations, (NGOs), via the design, implementation, deployment of multi-organizational programs including complex stakeholder collaboration and content management system; instrumental in the development and implementation of a comprehensive 10-year multi-agency border environmental plan.
REGIONAL DIRECTOR01/2012 to 01/2015 AMADEUS NORTH AMERICAMiami, FL
Global Travel Industry IT Solution Provider Responsible for cultivating the evolution and expansion of employee development and product/customer learning strategies focused on supporting customer business needs and enhancing their experience while driving ROI, increasing revenue and supporting market share goals.
Full accountability for overall business unit budget, forecast and capacity planning.
Led a team of 70, centered on training solutions that support implementation, retention, and account cultivation via collaboration with HR, commercial, product, and other partners on strategic customer training solutions that communicate value, help increase attach rates and drive product adoption and customer loyalty.
Directed the integration of the North America and Latin America and Caribbean Learning Services organizations leveraging synergies, best practices, and resources to more effectively support regional customer learning needs.
Expanded proprietary LMS, Amadeus e-University, in 45 global markets, increasing reach to 165 countries.
Led roadmap evolution and ongoing operation of LMS portal; exercised leadership of CMS and LMS strategy in an agile/scrum development environment, servicing over 35K registered users; offering an interactive, learning ecosystem of sales and product technical documentation, performance support, self-study, and live online training.
Designed and led implementation of global sales operations certification program focused on expanding company footprint into the corporate travel space.
Included defining methodology, implementation, and automation program KPIs, resulting in 18% increase in the corporations segment globally.
Developed and led strategy and implementation of customer and internal employee knowledge transfer initiatives, including customized training engagements that increase product adoption, usage and revenue for key customer implementations: AmExp, Expedia, Orbitz, and VECI.
Collaborated with HR Partners throughout the Americas to drive the design and implementation of effective sales operations and employee development training e-solutions that strategically align learning and development programs to help meet business and employee development goals at both strategic and operational levels.
GLOBAL EXECUTIVE CONSULTANT01/2004 to 01/2012 OMA Exchanges IncMiami Beach, FL
Retained by global clients to leverage expert thought leadership and effective program management focused on implementing innovative product/service solutions, change management and Strategic training programs.
Provided leadership in program management that impacted operational effectiveness, customer experience, product development, channel management, and brand building at regional, country and product levels.
Clients included: FedEx, MasterCard, and Scotiabank, B/E Aerospace.
Led strategy, design, and implementation of regional electronic-payments card operations hub, including customer service, POS strategy, chargebacks handling, settlement and transaction processing for debit and credit customized installment programs, loyalty programs, and other market-specific e-payment solutions.
Directed complex multi-country e-Payments solutions and market launches, for key products: Small Business, Wealth Management, Leisure and Corporate Travel card programs, via collaboration with internal/external stakeholders, customized training programs, and effective motivation of direct and indirect teams.
Developed strategic market/service roadmaps to support FedEx Latin American & Caribbean leadership with employee engagement, regional consumer support strategy.
Partnered with country product teams to identify market trends, qualify product ideas, and determine opportunities, and keymarket segments; effectively facilitating the execution of value-added product adoption marketing campaigns; resulting in market averages of 75% acquisitions, 85% activation, 80% usage, and 75% retention.
Led the selection, configuration, implementation and management of a SaaS virtual product contact center and ticket management solutions for B/E Aerospace associates worldwide, successfully supporting on-time enterprise-wide mission critical application upgrades and migrations.
Provided project and change management expertise to support Oracle ERP application migrations, via effective leadership of the instructional design of e-Learning content and e-Solutions.
VICE PRESIDENT of Strategic Operation Services for Latin America & Caribbean.
01/2001 to 01/2004 MasterCard Worldwide Latin AmericaMiami, FL
Global payments brand offering electronic payment processing and solutions.
Managed and promoted client operational services for the LA/C region as part of the executive team, included oversight of a global professional staff of 38 domiciled both in U.S.
and throughout the region.
Provided client relationship leadership relative to client on-boarding, client/partner communications, new product implementations, learning services program design/delivery, issue resolution, and support services for the regional and global key accounts; key markets: Argentina, Brazil, Caribbean, Chile, Mexico, Peru in addition to Spain.
Directed implementation of product/services implementations, training strategies, and customer engagements focused on driving operational effeteness, market, and product penetration while enhancing customer experience and increasing usage; effectively improved transaction processing; increasing Latin America and Caribbean credit approval rates to 91% and issuer transaction processing rate to 99.23%.
Executed regional customer strategy and organizational restructuring, driving customer "Top Box" satisfaction ranking up from 62% to 100%; maintained 100% satisfaction ranking for two consecutive years.
Led the design and implementation of customer operational review and minimum standard program focused on increasing region-wide acceptance rates; delivered $8 million in recovered and new revenue year-one.
Managed business unit budget, including professional services P/L revenue and capacity planning.
BA: Computer Science Fine Arts & PsychologyHOFSTRA UNIVERSITYHempstead, New YorkComputer Science Fine Arts & Psychology
U.S. Embassy, Mexico City, Mexico
1994 to 2001
Awarded bid to lead bi-national technology projects based out of U.S. Embassy - Mexico City, Mexico.
Managed consulting engagements that promoted U.S. democracy, business, and culture, and supported bi-national social-economic sustainable programs while contracting with various agencies domiciled in the U.S. Embassy, Mexico, (then largest U.S. diplomatic mission abroad), worked closely with the Ambassador and the Deputy Chief of Mission.
GM/ PROJECT MANAGEMENT CONSULTANT U.S. Embassy, Mexico City, Mexico 1994 to 2001 Awarded bid to lead bi-national technology projects based out of U.S. Embassy - Mexico City, Mexico. Managed consulting engagements that promoted U.S. democracy, business, and culture, and supported bi-national social-economic sustainable programs while contracting with various agencies domiciled in the U.S. Embassy, Mexico, (then largest U.S. diplomatic mission abroad), worked closely with the Ambassador and the Deputy Chief of Mission.
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Companies Worked For:
AMADEUS NORTH AMERICA
OMA Exchanges Inc
MasterCard Worldwide Latin America
Job Titles Held:
GLOBAL EXECUTIVE CONSULTANT
BA : Computer Science Fine Arts & Psychology
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