• 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”.
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.
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).
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.
Travel:
• 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.