In my current Service Delivery & Incident Management Lead role, I oversee operational governance across four core service modules and more than 1,500 incidents per month. I lead technical leads, consultants, and specialists across technology workstreams, with a focus on incident visibility, prioritization, and service performance.
At Capgemini Mx, I led major incident management across more than eight LATAM countries and coordinated cross-functional teams during high-severity incidents. Earlier, as Project Team Lead, I led incident operations, achieved 96% customer satisfaction, and led RPA initiatives that automated 60% of internal processes.
As a Senior Program Manager contractor at Method, I delivered 11+ global AI initiatives and contributed to GenAI Phase 8 and PoP Foundation FY25 programs, which delivered outcomes exceeding $7M USD in business value. I also implemented program governance frameworks to improve execution efficiency and operational alignment.
At Kaydu, I led CRM and ERP integration initiatives and developed CRM use cases across business lines. My background also includes enterprise systems support as an Oracle Functional Consultant at Capgemini Mx, along with an engineering degree in Intelligent Computing and a master's in Innovation for Business Development.
