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- Dynamic Leader who offers a background in Global Multicultural Consumer Research, Strategic Analysis / Planning, Trends Tracking, Metrics, U.S. Hispanic Business Development, Translations / Cultural Adaptations, and Customer-Centric Initiatives; contributes talent in Project / Program Management, Team Building, Training / Development, and Coaching / Mentoring; and exhibits an ability to see the big picture within evolving markets.
- Visionary Professional with commendable accomplishments in pioneering multicultural research, and who can rise above challenges to develop policies / procedures, manage key projects, and drive winning outcomes.
- Top Performer who boasts above-average career results, and who can make decisions to rexxxxxxect positively on operations in alignment with a company s vision, value, and goals to attain a significant competitive advantage.
- Bilingual Communicator (Spanish / English) who builds and sustains synergistic relationships with globally based multicultural senior-level management, business / operational teams, vendors, and clients; who excels in both autonomous and collaborative work environments; and who leads diverse staff by example and with integrity.
Represented U.S. Hispanic / Latino population from 21 countries in the Simmons National Consumer Survey .
Developed guidelines for reputation management across both traditional and digital environments, including mapping engagement processes for mitigation / resolution of escalated issues among bilingual consumer survey.
Spearheaded Simmons National Consumer Survey recognition as leading and most trusted market research resource, and further achieved highest NetPromoter scores for wide-ranging Hispanic market research products.
Actively upheld Media Rating Council (MRC) accreditation for 8 consecutive years by passing strict annual audits.
Led sales initiatives for revenue opportunities with AMEX and upsell efforts with Univision and NBC Telemundo.
Reduced project lifecycle by 4 weeks by actively streamlining product evaluation and all programming updates.
Saved 13% in annual operational expenses with single automation initiatives, and successfully managed significant staff reduction and cost containment to continue operations during 2008 2009 economic downturn.
Honored with an MVP Award at Experian, and achieved a 5 out of 5 performance evaluation rating in 2011.
Defined Data Quality Standards and instituted a uniform QA system at three, large-scale independent call centers.
Created a fulfillment coding system to improve mailed survey language accuracy and reduce re-mail requests 40%.
Multicultural Research ￨ Project Management
Capitalize on the opportunity to provide U.S. Hispanic expert advisement for this global media measurement and analytics company, including evaluating Spanish language translations and cultural adaptations for U.S. Hispanic research participants, as well as developing communications for Hispanic and non-Hispanic audiences.
Lead targeted issuance of final approvals on Spanish language survey instruments and collateral materials, along with actively communicating weekly priorities, including tracking all call center data collection in-field progress.
Collaborate with staff in questionnaire design to fulfill various Hispanic-specific client requests.
Expertly monitor quality of bilingual data acquisition processes and recommend improvements.
Consistently ensure call center s adherence to project schedules and sample management plans.
Write detailed training guidelines and lead training for call center s bilingual interview team and leader.
Digital Research Director (2011 2012)
Strategically steered a forward-thinking digital research panel team during a start-up phase, including building Hispanic and Non-Hispanic research panels for a cross-platform planning tool linking 60,000+ consumer data elements with key consumer insights (e.g. brand preferences, psychographic aspects, and behavioral factors).
Profitably scoped business requirements and test plans for bilingual (English / Spanish) web-based recruitment portals, and developed engagement tactics, set up a simulation lab, and educated new staff on best practices.
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Digital Research Director (continued)
Led valuable translations and cultural adaptations project lifecycles for several national products simultaneously.
Built and sustained productive operations by coaching and empowering all cross-functional departments team.
Recruited, trained, and managed resources to launch a cutting-edge technology digital research study.
Led development of panel recruitment communications and signed-off on Spanish language adaptations.
Served as Hispanic Consultant for department leaders of Syndicated Data Collection and Custom Research.
Collaborated with geographically dispersed teams (i.e. software architects, call center staff, digital interactions experts, talent acquisition team, legal fellows) to successfully lead an in-scope, on-budget launch.
Consultant ￨ Project Management Expert (2005 2011)
Utilized broad scope of industry knowledge and dynamic business acumen toward managing diverse data collection projects while providing integral support as the multi-cultural expert for the company s xxxxxxagship products, as well as the Simmons National Consumer Survey and Simmons National Hispanic Consumer Study .
Applied strong leadership talents toward directing multiple internal / external data collection teams, including planning and prioritizing resources to achieve goals, establishing success metrics, and monitoring progress.
Represented company as a Multicultural Expert, including proactively supporting sales teams on presentations for AMEX Global Diversity Council, Experian Interactive, and NBC Telemundo and Univision, among other clients.
- Engaged stakeholders in knowledge-sharing sessions (e.g. Lunch & Learn Workshops), and fostered collaboration through resourceful bounded communities of practice and key evidence-based project sessions.
Developed and implemented a uniform Quality Assurance system at three, large independent call centers.
Authored Interviewer Data Collection Quality Policies & Procedures manual for 2 MRC-accredited products.
Mentored a Technical Product Management team and Custom Research leaders on questionnaire design, multi-modal research methodologies, language adaptation, and key Spanish-dominant interviewer training.
Increased participation rates by 18% in Hispanic market areas by designing and managing recovery solutions targeting low-cooperating segments, and saved $40,000+ in overall annual operational expenses.
Generated an 80% conversion rate by re-engineering data collection processes across six sample frames.
Built a culturally relevant knowledge base for Hispanic products to consistently exceed Net Promoter scores.
Developed virtual and in-person training sessions for colleagues, auditors, call center, and senior managers.
Hispanic Data Collection Manager (2002 2005)
Played a vital role in managing high-volume data collection projects, internal resources, and contracted vendors, including spearheading results-generating Hispanic business initiatives in alignment with core objectives.
Drove operations growth by recruiting, training, mentoring, and managing a team of internal / external staff.
Contributed on compliance initiatives and Media Rating Council (MRC) accreditation audit process.
Designed and translated bilingual survey research instruments and various respondent communications.
Served within a leadership role for the Simmons National Hispanic Consumer Study regarded for over a decade as the comprehensive leading Hispanic product within the competitive consumer research industry.
Master of Business Administration (Strategic Leadership & Management ￨ 4.0 GPA) Universidad Metropolitana
Puerto Rico Hospital Association Convention (2014)
OSHA Compliance (2015) ￨ HIPAA Compliance for Healthcare Professionals (2015)
Association of Briefing Program Managers ￨ Association for Talent Development South Xxxxxx Chapter
Institute for Healthcare Improvement ￨ The Beryl Institute Patient Experience Global Community of Practice
Excellent Professional References Provided Upon Request
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