At Inter-Con Security, I directed Shared Services transformation and 24/7/365 operating governance for a 150-FTE organization supporting 20,000+ officers. My work integrated service delivery, process controls, data quality, technology reliability, compliance, and continuous improvement.
At Allianz Partners, I directed capacity, scheduling, and coverage strategy across the United States, Spain, Colombia, and Mexico. At Lyft, I led Real-Time and Forecasting teams across voice, chat, and email, building daily and interval-level forecasts and identifying capacity gaps.
My workforce planning work has included support for approximately 1,000 contact-center FTEs and leadership of a shared-services and scheduling organization. I’ve applied generative AI to attendance audits, incentive calculations, vacation-capacity planning, roster analytics, SOP translation, and executive reporting, with validation controls and human accountability.
