Senior Global Program Manager – Customer Engagement Social Media
IGT Interglobe Technologies
Total years of experience :23 years, 11 months
Area of Expertise: Aviation Integrated IT and BPM services, Program and Project management, Social Media, Digital strategy, CRM, Technical integration, Customer Service, Data analytic.
Revenue Managed: Around $ 5 Million USD
People Managed: around 150 people globally in 4 different locations (Philippines, India, UAE and Netherlands)
Responsible for the global department of social media for one the of the world's largest travel conglomerate. I provide strategic and operational support to companies of the travel industry mostly focus on airlines. The biggest program I mange is with KLM Dutch Airline performing project management, effective process control, digital analytic monitoring, performance reporting, and crisis resolution with more than 120 agents.
Coordinator of technical integration between CRM (Salesforcs) and other airlines’ tools trough APIs. I Mange the strategy and implementation of several engagement (CRMs) and data analytic tools like: Salesforce, Radian6, Vdong, Hootsuite, Pluggio. We have been the first team in the world to use Salesforce Service Cloud launching a pilot phase for the customization of the CRM.
Major Achievement: I set up and coordinate CoE (Centre of Excellence) for social media in our company raising the revenue from $ 200K to around $ 5 Mill. Major achievement was the launch services of languages in non-western markets in technical and operational areas. Our services expanded in the Chinese speaking countries with 2 new social media channels (Wechat & Sina Weibo) through the implementation of a CRM called ‘Vdong’. We also expanded on the Russian speaking market through another social media channel named Vkontakte. In the Korean market we serve in Kakao Talk and Kakao Stoires.
Area of Expertise: Program and Project management, Fundraising, Digital strategy, CRM, Data analytic.
Revenue Managed: Around $ 7 Million USD
People Managed: around 500+ people globally in 10+ different countries (Italy, Liberia, Cameroon, DRC, Argentina, Brazil, Peru, Paraguay, Honduras, India)
Responsible for the fundraising programs, the digital presence & online communication. I was the Director’s advisor, working closely with the Board of Directors. Coordination of more than 15 project managers for the implementation of global projects in more than 22 countries worldwide.
I was In charge of the company private and public fundraising programs coordinating the overall activities for project implementation and monitoring at field and administrative level in Asian, African and Central/South American region. The public funds were coming from the European Union, United Nations, Italian Government and major foundations.
Major achievement: The restructuring of the private fundraising department. This included the reorganization of the online communication department. I was giving support and advice to the Director for reviewing and/or developing strategies and operational plans for fundraising and digital campaigns.
Coordination of the Organization regional office for Kenya/Somalia/South. Management of a project for the Italian Ministry of Foreign Affairs for the reduction of HIV in Nairobi. Sudan
• Supervising the administrative and logistic operations for the regional projects (South Sudan; Somalia)
• Budget management
• Representing the NGO with the partners including UNHCR, UNICEF, UNOCHA, etc.
• Preparation and leading of contracts following donor procedures
• Management and supervision of the human resources
• Training and capacity building for the local NGO and public entities
Supervising and expanding the NGO's programmes in a peacekeeping and peace-building environment. Developing plans for project implementation including training, budgeting, monitoring and evaluating
• Monitoring and Evaluating on the field of all the projects (Liberia, Sierra Leone)
• Training national staff to facilitate participatory planning processes
• Supervise and coordinate all staff activities
• Budget management
• Following and enforcing logistics, finance, HR and security policies
• Representing the NGO with the partners including UNICEF, UNDP, UNESCO, etc.
Research and teach in post-conflict setting focusing in peace-building environments.
Planning, implementation, supervision and coordination of the logistic and administrative office of a building firm with over 50 staff
Driver and transport maintenance
Dates September 2004 - July 2012 Political Science / Conflict management and conflict resolution in Africa ISCED 6A
Dates September 2003 - September 2004 Masters degree in 'Peacekeeping operations and Security Strategies' with the thesis title: "A comparative analysis between the European Security Strategy and the US Security Strategy" ISCED 5A
Dates September1998 - July 2003 Title of qualification awarded Ma (Master of Art) Five year course in 'Political Science' including one year ERASMUS scholarship with the completion of five Political Science modules in Portuguese language. Monograph title "A study into the UN's role in international peacekeeping and comparing its successes and failures in the case of Mozambique" through co-ordinated research of archives in the Biblioteca Nacional de Lisboa and the Biblioteca de Ayunatmento de Santiago de Compostela. ISCED 5A