• Maintained compliance of Mississippi Compulsory School Attendance Law code; 37-13-91. 
• Conducted visits to the home or place of residence of a compulsory-school-age child 
• Ensured and confirmed that parents abide by Parental Responsibility Laws.  
• Counseled school-age children, parents, guardians and custodians on the importance of obtaining a High School Diploma.   
• Filed and prepared complaints/petitions reports with the Youth Court and Courts of Competent Jurisdiction.  
•  Enforced the Compulsory School attendance law by maintaining information concerning absenteeism and dropouts on public school and home schooled children.

• Recruited, interviewed and hired individuals demonstrating passion, dedication and added value to team
• Scheduled and delegated assignments based on team member strengths to optimize coverage and service levels
• Motivated and inspired employees to achieve high performance
• Communicated sales targets and worked with front-line supervisors to enhance revenue numbers and promotional techniques
• Processed refunds to satisfy customers when other avenues were exhausted or refused, prioritizing and maintaining revenue where possible
• Exceeded revenue objectives by promoting Loft Outlet's Store Cards to customers during service, account and sales follow-up calls

• Served as a point of contact with benefit vendors/administrators
• HRIS and ADP management systems training experience
• Scheduled job interviews and assisted in the interview and exit process
• Ensured background and reference checks are completed
• Processed payroll, which includes ensuring vacation and sick time are tracked in the system
• Updated and maintained employee benefits, employment status and similar records
• Maintained records related to grievances, performance reviews and disciplinary actions

• Led cross-functional teams on integration, system and regression testing of SaaS, web, and mobile applications.  
• Migrated software testers from waterfall to agile methodology, including manual to automated testing mindset.  
• Automated manual test efforts and increased deployment speed 15% by developing a Software Quality Assurance (SQA) strategy.  
• Oversaw SQA leads, analysts, and vendors from four countries.  
• Increased release acceptance 40% by executing strategic test plans with business partners and scrum teams.  
• Collaborated with cross-functional teams to prioritize, sequence, and estimate duration of QA phases and activities.  

• Introduced agile testing techniques to SQA team, which resulted in the team being recognized for accelerated test times, from 20 to five days.  
• Formalized SQA strategy establishing divisional standards, KPI's and procedures, for manual and automated testing.  
• Built onshore, and offshore, QA team from ground up including recruiting of talent, implementation of new hiring guidelines, and software product utilization.  
• Partnered with developers to create a continuous state of process improvement for test data methods.
• Evaluated tools for ITPMO, and set up processes, such as Business Process Management/SBM by Serena, application suites from HP.   

Managed Services Program Director for CBL Bahamas Project (Aliv Operator).

Roles: PMO, Fields Operations & NOC (network operations manager). Scope: 270+ sites, 15+ direct reporters, +10 Business partners. Network & Technologies: SRAN,CS,PS, EPC, IP Multimedia Sub-system (IMS), Charging System (OCS) & SDM. 3G, 4G, LTE & VoLTE (including Verizon roaming feature). OSS & BSS. Achievements:

• Full stack implementation of the Managed Services for Aliv (newest operator at Bahamas). Value: $66 MUSD. 
• Telcel roll-out of 1500+ sites with monthly completion rate of 180%.

Innovation Program Director & Service Culture Program Manager

Designed and implemented the transformation initiatives of Innovation and Service Culture with impacts in more than 3000 employees across the GSC (Global Service Center).

Roles: PMO, Coach, Change Manager driver & Innovation Evangelist. Scope: +100 innovation projects portfolio, 25+ innovation PMs, 20+ implemented projects. Responsible for the programs governance, budget, procurement, corporate communications, milestones delivery and programs/projects schedules. Achievements:

• Cost reductions for 5 MUSD USD/year.
• Skill and competence value creation to enforce the systematic innovation process & customer service.

Responsible for all technical aspects to support the day-to-day operations. Scope: Call Center, field technical support, warehouse, logistics, HW repairs, SW development, SW testing and IT infrastructure. 30+ direct reporters, 140+ gaming rooms and 9000+ machines all over Mexico. Achievements:

• Developed the corporate offshore plans aimed to open new markets abroad.
• Warehouse optimization leaded to the recovering of more than 3000 m² and 120% time saving dispatch.

Responsible of the technical post-sales service for Samsung Mexico. Scope: Product Engineers team (Audio/Video, TVs, Domestic appliances, Air Conditioning, Computers, Photography and Mobiles phones), B2B, Call Center, repair service centres network, quality assurance and regulatory bodies compliance (NOM, FIDE, NYSE and customs clearance). 30+ direct reporters, +90 service partners. Technical liaison with the R&D teams in Korea. Achievements:

• Produced operational cost reductions in the range of $10 MUSD/year.
• By applying PMI & Lean Six Sigma methodologies, the Service KPIs were improved in up to 160%.

Project Manager in chief for LATAM IT projects and initiatives (ABIS solutions). Scope: INE (Mexico), TSD (Costarica) & RENIEC (Peru). Roles: PMO, technical consultant and contract management.  Responsible for the budget, procurement, customer support and programes governance committees. Technical liaison with the R&D teams in France. Achievements:

• Led the world's largest multi-biometric ID system (multi-biometric AFIS). Value: $22 MUSD.
• Led the largest IT infrastructure project in the history of Peru (biometric AFIS). Value: $11 MUSD.