Raul Urquilla

Lead transformation work across HR, Finance, IT, PMO, Facilities, and Operations, focused on making the organization easier to scale. Functionally lead Facilities Management across six sites through a team of 20+, including org design and job architecture.

Built the AI adoption strategy for a 10,000+ employee company in its first director-level AI role, using human-led, AI-assisted workflows. Led the formal company-wide rollout of Google Gemini as the primary AI platform, including the first AI usage policy covering security, ethics, and governance.

Led market entry for Ghana, scaling operations to 120+ employees within three months. Managed IT infrastructure evaluation, procurement, cultural integration, and facilities setup for the new market.

Standardized RFP and sales support processes, improving implementation efficiency by 40%. Provided technical advisory for site buildouts and advised clients on multi-location strategy.

Scaled the IT Operations team from 15 to 70 employees supporting a four-country expansion. Supported site buildouts across El Salvador (400 to 800 seats), the Philippines (700+ seats), the United States (100+ seats), and Colombia (300+ seats). Executed rapid deployment of 1,000 seats in three months during the COVID-19 pandemic in Cagayan de Oro, Philippines.

Managed concurrent projects including client onboarding systems, IVRs, CRMs, and API integrations. Deployed COVID-19 remote work infrastructure for 500+ employees, with hands-on server room setup for 400+ additional seats. Supported major US operations implementations in Nebraska, doubling US operational capacity. Set UI/UX design standards and development practices.

Managed customer service operations for financial services and payment solutions clients. Optimized workflows to increase NPS and CSAT in operations supporting college student disbursement programs.

Led a 60+ representative technical support operation for a Canadian ISP, covering cable internet, DSL, and VoIP on the voice channel.

Led a 15 to 20 agent team providing premium technical support to Google Workspace customers, with a Gmail focus.

Provided email and phone technical support to Google Workspace customers, with a Gmail focus.

Delivered new hire training and built training material for a 200+ representative Zynga support operation, including refresher and productive practice programs.

Provided remote executive assistant support to a US-based client.

Provided voice support for customers of a Canadian mobile carrier, then moved to email and chat support for Zynga social games.

Provided frontline technical and customer support.

Provided frontline technical and customer support.

Completed Situational Leadership II certification, focusing on leadership and management skills.

Earned an E-Commerce Diploma, covering e-commerce principles and practices.