Global Project Program Manager
15+ Years Across Europe, Asia Pacific & the Americas
📍 Open to relocation and international roles across Europe | Let’s connect
Experience & Skills
Professional Experience
2015 - Present
Senior Project Program Manager
I lead global cross-functional programs across the Americas, EMEA, and APAC, focusing on customer-facing delivery, process optimization, and strategic planning. I collaborated with key business units to reduce issue resolution time by over 60% and accelerate deal support readiness by 15% through streamlined CRM transformation initiatives. Leveraging Lean principles and advanced analytics, I’ve supported M&A readiness, portfolio transparency, and stakeholder alignment across complex enterprise landscapes.
2013 - 2015
Technical Support Specialist
In this advanced support role, I provided in-depth technical assistance to business clients, resolving complex hardware and software escalations across Latin America. I consistently ranked among the top performers in resolution accuracy and customer satisfaction, maintaining SLAs while ensuring a personalized, solution-oriented experience. My technical precision and customer-first mindset helped build trust with key accounts and improve team troubleshooting metrics.
2011 - 2013
Technical Support Associate
As part of a high-performing outsourced technical support team, I delivered software troubleshooting and IT support to international clients while mentoring peers on best practices. I was recognized for driving consistent quality, upskilling team members, and enhancing internal knowledge sharing. My contribution improved overall service delivery standards and helped stabilize account performance during key transitions.
2009 - 2011
Customer Care Specialist
In my early roles, I built a foundation in customer service, multitasking, and collaboration—managing ticket queues, coordinating team workloads, and maintaining service excellence under pressure. These experiences instilled the operational discipline and communication clarity that continue to shape my leadership today.
Skills & Expertise
Profesional Skills
Project Management | Program Management | Portfolio Management | Strategic Planning | Risk Management | Roadmaps | Business Operations | Corporate Strategy | Global Collaboration | Stakeholder Engagement | Lean Management | Process Improvement | Communication Management | Data & Analytics | Customer Success | Customer Presentations | Customer-Facing | Team Leadership | Teamwork | Creative Problem-Solving | Adaptability | Relationship Management | Result-Oriented Execution
Technical Skills
MS Excel (Macros, PivotTables, VBA) | PowerPoint | Visio | MS Project | OneNote | Outlook | Google Suite (Docs, Sheets, Slides, Forms) | Salesforce CRM | JIRA (Agile Workflows & Backlog Management) | Prompt Engineering | Azure AI | Machine Learning | Generative AI for Innovation & Process Optimization
Certifications
2025
Azure AI Fundamentals
Microsoft
2025
Lean Six Sigma White Belt
Lean Six Sigma Institute
2025
Lean Management Professional
Lean Six Sigma Institute
2024
Agile Project Management Professional
Atlassian
2018 - 2026
PRINCE2® Practitioner
Axelos Global Best Practice
2016
CompTIA Project+
CompTIA
2014 - 2026
CompTIA A+ce
CompTIA
Education
2008 - 2012
Marketing & Advertising BA
Universidad Interamericana (UIP)
Panama City, PA
2010 - 2011
Assembly, Maintenance and Repair of PCs Technician
Institute PC-Center
Panama City, PA
Languages
Spanish
Native / Bilingual Proficiency
English
Native / Bilingual Proficiency
German
Elementary Proficiency