Served as Senior Project Manager leading discovery, requirements gathering, and delivery planning for the redesign and expansion of a Spanish-language digital engagement platform serving caregivers, pharmacists, healthcare professionals, and brand ambassadors across Spain.

Partnered with Spanish-speaking business stakeholders, UX designers, developers, marketing teams, and vendors to facilitate requirements workshops, define product capabilities, prioritize MVP functionality, and develop a phased implementation roadmap. Managed cross-functional collaboration across geographically distributed teams while balancing business objectives, technical feasibility, regulatory requirements, and customer experience.

Key initiatives included:
– Complete website redesign and user experience modernization
– Adobe Commerce platform enhancements
– Multi-persona user journeys and role-based experiences
– Customer account management and personalized dashboards
– Pharmacy locator and product sample request workflows
– CRM and email marketing automation integrations
– Learning Management System (Moodle/XPeer) integration with Single Sign-On
– Digital resource library and caregiver education portal
– Gamification and ambassador engagement programs
– Analytics strategy, reporting, backlog management, and phased release planning

Responsibilities
– Led discovery and requirements workshops with Spanish-speaking stakeholders
– Translated business objectives into user stories, functional requirements, and implementation roadmaps
– Managed scope, risks, dependencies, and executive communications across multiple workstreams
– Coordinated global engineering, UX, QA, and business teams throughout planning and delivery
– Drove Agile planning, backlog prioritization, sprint readiness, and release governance.

Project Objective: Build out a central Customer Service environment with an extended Tier 2 customer service department (for technical support) and an Inside Sales unit with limited outside sales/field support.

Project Outcome: Customer Service department with 3 members and Sales team w/6 members. Also created a process for the marketing department to keep an ongoing funnel of inbound leads for the sales team to process. Role: Project Manager (implementer/consultant)

Responsibilities:
– Recruiting, training, software update recommendations for new processes, keeping the project on time, and reporting to champions and stakeholders
– Weekly stakeholder meetings to report on progress, reallocate resources, if needed, and review the budget and sales achieved to date

Project Objective: Build out an Inside Sales unit in the headquarters office as a proof of concept that sales can be achieved from within. Financially, the goal is to break even with a $1 million budget.

Project Outcome: Built a team of 4 Inside Salespeople, 2 support staff, and 1 manager; integrated a CRM to manage opportunities; implemented a Sales Process; provided training; and managed the marketing process, lead generation, list compilation, and performance reviews for the sales team. The outcome after 12 months was $160k profit.

Responsibilities:
– Created Project Plan, oversaw implementation, trained manager, reported to stakeholders and champions
– Kept the integrity of the process that was created, managed relationships with individual contributors as well as executives

Project Objective: Rebrand and rebuild client website to promote sales via online submission along with outbound efforts to support newly developed inside sales team and allow the CEO/Owner of the organization to be able to travel less.

Project Outcome: New branding and fully functioning website with automated marketing tool integration included.

Responsibilities
– Liaison between client and web teams
– Submitted change requests, adjusted timeline and expectations
– Communicate tech requirements for a marketing automation tool integration with CRM
– Trained the owner and primary team members on how to properly utilize the marketing tool and use standard practices for recording and interpreting data

Project Objective: Build out Customer Service and Inside Sales team Project Outcome: Team of 3 Customer Service Reps, 1 Sales Manager and 2 Inside Sales Reps, client went out of business before concept could be proven (the project was ultimately abandoned after a year as the company went under). There was a revolving door of individual contributors. Once a new employee was trained up, they would quit and leave the organization. It would require consistently bringing in new employees and each time that would add to the expense of the overall project. Out of all the projects I have handled, this was the largest failure. We were completely over budget and there were no results to indicate that the process developed for which the project was created, would ever work in this environment.

Responsibilities:
– Recruiting Customer Service and Inside Sales team members
– Developing a project plan, establishing a training program for Customer Service and Sales teams, training for Managers, implementing CRM software and reporting tools, reporting progress to stakeholders and champion