LATAM Workflow Manager – Consumer Strategy (Senior Program & Workforce Lead) at AMAZON (2022-02 – Present)
- Built and directed a 36-person cross-functional regional planning division, deploying a tiered staffing model that trained 40 specialists in 4 months and reached 100% operational autonomy in 5 weeks.
- Engineered a consolidated reporting infrastructure that eliminated manual data latency, accelerating decision-making speed 50% for senior operations directors.
- Served as Global Prime Captain for Amazon Stores peak events, securing 10% cross-regional flex capacity to stabilize service delivery across global fulfillment networks.
- Deployed 24 global operational frameworks across fragmented multi-country workflows, delivering a 3% efficiency variance and 6% resource utilization gain.
- Advised the Americas Benefits & Pay HR division on SAFe/Agile adoption, cutting ticket resolution time 25% and operational backlog 10% within 60 days.
- Governed localized data inputs for the Worldwide Capacity Planning (WWCP) cycle, directly steering headcount requirements for corporate OP1/OP2 fiscal planning.
Senior Business Operations Lead – Americas Industries at DXC TECHNOLOGY (2021-05 – 2022-02)
- Built an end-to-end talent redeployment mechanism across the Americas region, redeploying 500 technical resources from ending projects into revenue-generating roles within 12 months.
- Cut involuntary workforce reductions 25% by matching unassigned IT personnel directly to active revenue pipelines.
- Automated internal placement matching to fill vacant, revenue-generating roles, cutting average bench tenure from 3-6 months to 0 days for 75% of redeployed candidates and converting salary cost from non-billable overhead to revenue-generating billable labor.
Senior Business Operations Lead – Global Delivery & Transformation at DXC TECHNOLOGY (2017-04 – 2021-05)
- Governed execution of a global restructuring program across three P&L business units, enabling transition of a 250K-employee footprint to optimize organizational margins.
- Directed the Americas Delivery transformation strategy against a $200M annual cost-reduction target, migrating high-cost positions to global delivery hubs (Costa Rica, India, Philippines, Poland).
- Designed centralized financial validation systems to audit exit timelines, severance risk, and statutory labor law compliance across 20+ countries with HR, Legal, and Payroll.
- Consolidated workforce reduction metrics into the C-level dashboard for the HPE-CSC merger integration steering committee, advising the COO and CHRO on DXC Technology's final operating model.
Business Operations Lead – Core Delivery Americas at DXC TECHNOLOGY
- Executed quarterly workforce realignments impacting 5% of a 22K regional headcount across six countries, hitting 90% of structural optimization targets for 4 consecutive quarters.
- Synthesized headcount data and process refinements for the VP of Americas Delivery, building the operational foundation DXC scaled into its final operating model across its entire global country footprint following the HPE-CSC merger.
Workforce Manager – Americas Healthcare Applications at HEWLETT PACKARD ENTERPRISE (2016-05 – 2017-03)
- Managed end-to-end workforce planning for 50 Healthcare application projects, accelerating onboarding for direct hires and contractors to protect revenue-direct roles.
- Cut revenue leakage from delayed hiring from 12% to 0% for three consecutive quarters, built on a Salesforce-to-Taleo staffing pipeline mapping sold bookings and project cost models to open revenue-direct positions and targeting exact-date staffing to close billing gaps.
Support / Operations Manager (Manager of Managers) at BOND ENTERPRISE (2007-07 – 2016-04)
- Directed cross-border operations across Costa Rica and Ireland, managing a tiered structure of 6 Team Managers, 75 CSAs, and 10 Risk Analysts.
- Migrated support infrastructure from Ireland to Costa Rica, cutting structural headcount 47% and capturing $2M in annualized structural savings.
- Improved Average Handle Time (AHT) 8% through SOP deployment, dashboard development, and formal career-path planning for secondary management tiers.
Cashier Manager / Customer Service Supervisor at Platinum Management Advisors & Fincorp Propiedades (2003 – 2007)
Supervised teams of up to 25 across cashier operations, financial reconciliation, and frontline customer service, building the operational discipline behind a 20-year enterprise operations career.
