At GAFISA, I managed live services across more than 70 business-critical systems spanning three corporate brands. By analysing recurring incidents and working with outsourcing partners on root cause investigations and corrective actions, I helped reduce monthly incidents by 70% while consistently exceeding 95% SLA targets.
At BRITISH COUNCIL, I coordinated service introduction and operational readiness for the global rollout of a Young Learners LMS across 46 countries. I worked with business, technical, security and supplier stakeholders to manage service risks and support the transition into BAU.
At EWAVE, I worked with Kraft Heinz stakeholders and technical teams on customer service and financial system migrations, including a Salesforce Omnichannel solution that improved operational efficiency by 35%. I hold an MBA and CMI Level 7 Diploma in Strategic Management & Leadership, and my certifications include ITIL Foundation, Scrum Master Certified and Lean Six Sigma Yellow and White Belt.
