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Summary

A creative, imaginative, forward-thinking and highly organized professional that achieves consistent results by delivering innovative solutions to complex business needs. My expertise includes building strong alliances with clients and business partners, providing strategic direction, customer engagement, executive management, leadership, global operations, project management, business development and sales performance. I am proficient in analysis, problem solving, strategic planning, team building, business process outsourcing and continuous improvement.

Skills

Leadership, Strategy, Management, Business Development, Operations, Marketing, Insurance, BPO, Sales, Account Management, Customer Service, Customer Engagement, Bilingual (English, Spanish), Microsoft Office 365

Industries

Telecommunications, Insurance, Healthcare, Media, Tourism, Entertainment, Retail

Work experience

LinkActiv, Inc
2010Present

Operations Manager

LinkActiv is an 800-employee business process outsourcing and integrated marketing solutions company offering bilingual omni media, multichannel strategic marketing services including Contact Center Management (Inside Sales, Customer Service), CRM, Direct Marketing and Fulfillment. 

Responsible for providing strategic direction, managing and supporting organizational performance, new business development, planning, compliance and project management including: 

  • Build strong alliances with clients and business partners.
  • Directly supervise 10 Senior Supervisors and 120 employees across four business units.
  • Develop and monitor operating policies and KPIs key performance indicators to mitigate risk and increase productivity across the company.
  • Industries served include companies from Telecommunications, Insurance, Healthcare, Media, Tourism and Entertainment.

Key accomplishments:

  • Built high-performing teams that consistently drive 20%+ year-to-year sales growth for assigned projects.
  • Designed and implemented operational controls, compliance procedures and process improvements by leading the annual SSAE 18 Audit Certification process. These resulted in 15% cost reduction in man-hours.
  • Achieved key strategic initiatives to support the managerial succession and growth plan by developing and implementing the Leadership and Effective Management Workshop. These resulted in increased retention rates and lower turnover.
  • Delivered CommSense, a new $5 million-dollar, state of the art, customer engagement facility to service US market.
ECONET Consulting Group
20012010

Vice President and Senior Consultant

At Econet Consulting Group provided strategic direction and delivered innovative solutions to complex business needs for various customers. We delivered management expertise and supported our clients in order to enhance performance, fuel business development and boost growth to reach their goals in a cost-effective manner increasing revenues and profits.

Clients included the Puerto Rico Manufacturers Association, Puerto Rico Tourism Company, Empresas Santana, Borschow Healthcare Distribution Group, PacTech, Caribbean Data, E-Business of Puerto Rico, City of Caguas, MMM Healthcare, MassMutual Financial Group, IKON Group, the Puerto Rico Government Development Bank (GDB), and Triple S-Vida.

Key Accomplishments:

  • As a Leadership and Sales Management consultant for the largest Life Insurance company in Puerto Rico, developed and implemented a 13-week boot camp for 80 supervisors and 22 sales managers. Resulted in monthly sales records in June and August 2010.
  • As acting Agency Marketing Director for a Financial Services firm, in FY2007-08 developed, managed and implemented strategies that resulted in annual sales growth of 50% versus forecast positioning the client among the largest foreign insurance and financial services companies in Puerto Rico.  For FY2008 growth was 13% versus minus 20% for the industry.
  • As acting VP of Marketing for the Puerto Rico Manufacturers Association, managed the overall strategic planning, development, coordination and implementation of business and marketing plans for FY04-05-06.  Key Accomplishments include developing and implementing for PRMA the CEO Executive Leadership Summit, increasing overall publicity by 200% ($728K) and new corporate sponsorship dollars by 50%.
  • As acting Director of Marketing and Global Operations for the Puerto Rico Tourism Company, managed the overall strategic planning and implementation of operation and marketing plans for PRTC worldwide including offices in USA, Canada, Europe, Latin America and the Caribbean.  Key Accomplishments include for FY 2003-04 developing and implementing strategies that helped Puerto Rico achieved the highest average occupancy percentage rate versus the last five years with rates of 82.5% (high season) and 79.1% (fiscal year).

Education

InterAmerican University of Puerto Rico

MBA

Finance and Marketing

InterAmerican University of Puerto Rico

BBA

Finance

Licenses

Disability and Health Insurance, Property and Casualty Insurance, InBound Marketing