About Me
Where Process Planning Meets Active Execution
Over a nearly two-decade career, I have thrived at the intersection of business operations and structured project management. My leadership path spans managing high-capacity international contact centers, steering complex IT helpdesk infrastructure, and guiding cross-functional compliance operations as an Eligibility Specialist Supervisor for the State of Florida.
I approach operations through a precise project management lens. Armed with professional credentials in Google Project Management and Google Data Analytics, I specialize in mapping out clear project life cycles, managing stakeholder expectations, eliminating resource waste, and building systemic accountability patterns.
Impact by the Numbers
Performance Boost
Engineered workflows and sprint-based milestones that drove a 60% increase in team output within three months.
Seat Scale Management
Directed daily lifecycle operations for a massive international contact center, elevating productivity by 30%.
Years Experience
Comprehensive history of leading cross-functional teams, executing high-stakes projects, and scaling operations.
Core Capabilities
Project Management & Methodology
Applying structured frameworks to define project scope, manage resources, mitigate risks, and ensure on-time delivery of complex organizational initiatives.
Operations & P&L Management
Comprehensive experience overseeing daily workflows, alignment with strict corporate SLAs, and optimizing operational budgets and profitability.
Data Analytics & KPI Tracking
Leveraging data-driven diagnostics to uncover operational bottlenecks, establish clear baselines, and design predictive performance reporting.
Risk, Compliance & Governance
Specialized expertise navigating state and federal regulations, managing quality assurance parameters, and establishing proactive fraud-prevention frameworks.