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Work experience

English Teacher


•    Taught four advanced English courses, tripling student registration in one term. •    Served as substitute and guest teacher in 60+ courses per term, ages ranging from 8-75.•    Keynote speaker at “Federación argentina de asociaciones de profesores de ingles”.

May 2006Sep 2007

Global Product Manager - AppleCare

Apple, Inc.

Responsible for the end-to-end product management of Apple's extended service products (AppleCare Protection Plan), whose revenue was the primary contributor to 18% ($229M) growth of Software, Service & Other Net Sales in 2007 revenue.

•    Within the first quarter of employment, launched a new packaging design. Defined and implemented new global online registration process and product contract version tracking.

•    Successfully launched APP for iPod nano/iPod shuffle and APP for AppleTV simultaneously and globally (across 17 countries and 5 SAP instances).

•    Effectively launched partner-specific APP for iPhone by which new multi-regional logistics model was tested and employed.

•    Led a global competitive analysis and aided in the definition and approval of an innovative Point-Of-Sale experience for the Retail and Reseller channels.

•    First to document end-to-end SAP process flows across all channels and regions, including fulfillment, sales, revenue recognition, warranty scheduling and registration.

•    Created and drove the “Customer Pulse” program with back office and contact center teams to identify product support trends and align issue resolution across tiers.

•    Led a taskforce of eight colleagues and gained management support to further investigate cost optimization for the global SAP parts creation process.  Identified and commenced action to systematically automate 2 process steps prior to leaving.

Oct 2004Apr 2006

Senior Manager, International Operations

Yahoo! Inc

Responsible for executing customer service operational strategies internationally. Served as principal consultant and business strategist for international matters to the head of Yahoo! CC.

•    Integrated existing and newly acquired regional teams (Europe, Asia, and Latin America) into global CC’s direction and organization, providing a consistent, customer-centric strategy and gained efficiencies in systems, processes and resources.

•    Responsible for regional budgeting process with in-country CC, finance and HR teams.

•    Supported strategy, planning, budgeting, and transition of centralizing European operations, resulting in  $2 M savings, in which nine country teams were centralized to Dublin, Ireland.

•    Led offshore outsourcing vendor selection in Asia to identify cost-effective multi-lingual, multi-channel solution.

•    Directly managed a team of 12 in UK, Asia and Latin America. Tripled service level in Brazil and UK while maintaining flat headcount within financial quarter.

•    Hosted Global CC Summits (60+ delegates from 20 countries and 100 live web cast attendees).

Dec 1999Oct 2004

Account Manager - International

Yahoo! Inc

Single point of contact for 26 international businesses, managing customer support readiness for 100+ global and regional products, on average 40 launches per year.

•    Established and maintained cross-departmental end-to-end escalation and resolution processes for global products.

•    Integrated newly acquired ecommerce group in Australia, resulting in outsourced weekend support coverage and higher service levels (30% to 85%), while maintaining flat headcount.

•    Hired and managed an international team of 10 J1-visa sponsored CC agents. Negotiated 7 newly budgeted headcount under the direction of the country General Managers.

•    Decreased 15% of agent workload in 8 countries by identifying online self-service design improvements.

•    Promoted on average every two years within the department.



MS Office



•    I have been fortunate to travel internationally to over 20 countries including: China, France, Sweden, South Korea, Brazil, Mexico, Australia, Japan.

Volunteer Services:

•    ESL assistant teacher for 2 years at Redwood City Adult School, for low-income, Hispanic students.

•    In my previous companies, I have participated in various company-sponsored volunteer programs, including but not limited to: HarvestBank, elementary schools with special needs, etc.

•    At Yahoo!, I participated in teaching basic computer skills for Spanish-speaking subcontractors.

•    At Apple, I served as secretary and editor, as well as aided with events for the Apple Hispanic Association.