• Manage end-to-end residential real estate transactions, including buyer/seller representation, negotiations, and closing coordination • Co-founded and operated a real estate brokerage, overseeing business development, client acquisition, and operations • Led property renovation and house flipping projects, including budgeting, contractor coordination, and project timelines • Performed hands-on property maintenance and improvements to increase asset value and marketability • Identified investment opportunities and executed profitable property resale strategies

• Led enterprise-wide service improvement initiatives focused on data accessibility and operational performance. • Defined and delivered KPIs and dashboards for executive stakeholders, enabling data-driven service optimization. • Supported enterprise information models and process standardization across business units. • Identified automation and optimization opportunities to improve service adoption and operational efficiency.

• Managed a global End User Support operation supporting Workforce Software, leading teams across North America and LATAM. • Directed daily stand-ups, weekly governance calls, and monthly executive reviews with internal leadership and customers. • Oversaw SLA performance, queue management, escalations, and quality audits. • Drove continuous service improvement initiatives, increasing customer satisfaction and operational stability. • Led onboarding, coaching, performance management, and technical mentoring of service desk teams. • Partnered with stakeholders to identify automation and shift-left opportunities to reduce manual workload.

• Delivered IT services and product implementations for corporate banking clients. • Acted as primary service owner, managing customer expectations, SLAs, and service quality. • Conducted service reviews with executive bankers and key stakeholders.

• Managed a large internal Service Desk operation (55+ agents, 3 supervisors) supporting McDonald’s US restaurants. • Owned full-service delivery lifecycle: staffing, training, KPIs, SLAs, quality, escalations, and governance. • Implemented ITIL-based processes for incident, problem, and change management. • Improved SLA compliance and customer satisfaction through performance analytics and coaching. • Coordinated with onsite and offshore teams across multiple locations.

• Managed custom order processing and manufacturing coordination. • Collaborated with multiple departments to optimize order fulfillment.

• Led internal IT Helpdesk for Monitronics International Inc. • Supported EUC environments: desktops, Outlook, Active Directory, Office, telephony (Avaya). • Conducted daily operational reviews and performance reporting.

• Managed a team of 6 support engineers, overseeing daily operations, workload distribution, and performance. • Acted as Level 2 escalation point for administrative and service-related issues, ensuring timely resolution of critical incidents. • Owned and monitored SLA/OLA compliance, proactively identifying risks and reducing service penalties through continuous follow-up. • Coordinated incident management and reporting, delivering regular performance updates to clients and stakeholders. • Administered Help Desk resources (people, tools, processes) to maintain operational efficiency and service quality. • Ensured proper documentation and adherence to ITIL-based processes for incident tracking and resolution. • Partnered with HR in recruitment and onboarding, helping scale and maintain a high-performing team. • Supported account retention and growth strategies, contributing to client satisfaction and long-term business relationships.

• Led a support team, improving customer satisfaction and service delivery through process optimization and coaching. • Successfully coordinated the deployment of 150+ travel agents within 3 months, implementing Cisco VPN and Avaya IP solutions still in use. • Designed and implemented training programs and onboarding processes, significantly improving agent performance and consistency. • Mentored and developed team members, promoting 2 agents to supervisory roles and 1 to Training Developer. • Improved attendance, productivity, and engagement through structured 1:1s, coaching, and motivational strategies. • Recognized for exceptional leadership and team satisfaction, receiving strong feedback from both employees and senior management.

• Provided customer service, technical support, and sales (upselling) for telecom customers, including troubleshooting and device configuration. • Promoted to Team Lead, supporting training and onboarding of new hires and handling escalated customer interactions. • Selected to coach and mentor new representatives for the launch of a new call center operation. • Consistently achieved top performance in quality and attendance metrics. • Awarded Customer Service Recognition for outstanding customer satisfaction and positive feedback.