• Led a team of 140 full-time employees, providing motivation and coaching to ensure goal achievement across the Americas and EMEA regions. • Managed and ensured the achievement of SLAs and KPIs for operations at Cisco, involving strategic planning, forecasting, quality management, campaign development, and action plan formulation. • Led project deliveries for operations, employing Agile, Traditional (Waterfall), Scrum, and Kanban methodologies using Jira Software. • Successfully implemented thr

• Managed a team of 30 Life Cycle Program Managers for CISCO. Ensured proper account management to guarantee high conversion rates at each milestone. Developed and conducted (WBRs) for the client, monitored daily productivity, generated forecasts, and reports, coordinated schedules, provided leadership, and coaching to the Program Managers to achieve desired results, and prepared both internal and (QBR) sessions.

• Led and coached a team of 65 technical support representatives in Bogota and Medellin. • Responsible for achieving SLAs and KPIs for the operation, ensuring proper account management, ticket logging, incident management, and request management. • Led projects for the implementation of new services within the operations. • Conducted WBR presentations, developed action plans, conducted root cause analyses, implemented improvement plans, and coordinated schedules and activities within the operati