Rachael De La Cruz

Leads integrated portfolio view across two of the PMO's largest portfolios within a 6,500+ employee service organization, aligning priorities, sequencing, dependencies, capacity, and launch timing. Provides executives clearer insight into portfolio performance through QBRs, health reviews, dashboards, and decision forums.

Positioned Client Service & Support for Schwab's TD Ameritrade merger by coordinating approximately 12 cross-company workstreams and translating future-state needs into an integrated multi-year readiness plan. Advanced service and workforce transformation across portfolios exceeding $20M by managing complex cross-functional programs.

Aligned priorities, decisions, and cross-functional execution across a 4,000+ employee organization during organizational transition by partnering with an SVP and executive leadership team. Created organizational clarity through executive communications, leadership forums, and operating rhythms.

Strengthened onboarding, operational readiness, execution consistency, and issue resolution across a distributed network of 30+ partners and 66,000+ locations. Equipped leaders with clearer operational insight by translating partner, sales, and customer performance data into executive dashboards.

Established more consistent, scalable implementation delivery by leading software implementation and operational-change programs, coordinating readiness, stakeholder communication, adoption, and service performance.

Increased workforce readiness, adoption, and operational effectiveness across enterprise policy, process, and technology changes by using performance data and stakeholder feedback to identify implementation gaps and refine execution plans.

Built stronger leadership capability and frontline readiness across call center, retail, and operations teams by translating performance needs into scalable coaching, communication, training, and organizational-change initiatives.

Raised team performance and service consistency while managing three supervisors and approximately 25 employees, using KPI accountability, coaching, retention analysis, escalation management, and continuous-improvement practices.

Earned a Bachelor of Business Administration in Finance from the University of Texas-Pan American.