Sary Tolosa

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Director of Operations and Customer Success

EVERYBODY LOVES LANGUAGES (ELL)

Sep 2023 - Current (3 years 1 month)

• Oversee global operations, ensuring seamless delivery of language learning solutions to clients in Latin America, Asia, and Europe. • Lead cross-functional teams, including project management, customer support, and product delivery. • Manage B2B projects, ensuring on-time, within-budget, and high-quality execution. • Optimize processes to enhance efficiency, reduce costs, and support scalability. • Strengthen client relationships, act as an escalation point, and ensure client satisfaction. • Collaborate with R&D teams to align operations with product development goals. • Mentor and develop teams, fostering a culture of collaboration and excellence. • Manage budgets and identify opportunities for cost savings and efficiency improve

Senior Director of Operations and Delivery / Program Manager

Blanc Labs

Jan 2021 - Dec 2024 (4 years)

• Client Delivery and IT Project Manager, at EQ Bank | Equitable Bank (7 years, concurrent): Successfully delivered complex IT programs across key business areas within the bank, including Commercial, Residential, Digital Banking, and Payments, on time and within budget. Led cross-functional teams, driving satisfaction through effective client management and communication, while implementing process improvements to enhance efficiency. • Supported Gen-AI team, leading the design and implementation of innovative AI-driven products for clients. Generating ideas and solving complex problems to optimize processes and save costs. Additionally, oversaw strategy workshops to foster collaboration and drive continuous improvement. • Implemented ne

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Director of Operations and Delivery / Project Manager and Scrum Master

Nov 2018 - Jan 2021 (2 years 3 months)

• Project Manager and Scrum Master, Healthcare Companies (5 years, concurrent): Led project management and Scrum processes for healthcare initiatives. Ensured successful delivery by managing timelines, coordinating teams, and facilitating Agile practices to enhance collaboration and efficiency. • Structured and optimized global IT operations, optimizing resource management, capacity planning, budgeting, profitability, and ensuring seamless cross-project coordination for a team of 40+ members. • Led Agile transformation initiatives, training and empowering numerous Canadian clients and new team members to enhance project delivery and client satisfaction.

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Head of PMO

Jul 2017 - Nov 2018 (1 year 5 months)

• Headed Global Operations, transforming it into a profitable entity with over 50% margin growth through strategic initiatives and operational optimizations, while overseeing profit, delivery commitments, and resource allocation to exceed organizational goals. • Designed, trained, and implemented the global Agile Framework, fostering a culture of efficiency and continuous improvement. • Established and managed the Project Management Office (PMO), directing Project Managers (PMs), Architects, Team Leaders (TLs), Quality Assurance (QAs), Business Analysts (BAs), and Product Owners.

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Senior Project Manager and Scrum Master / Program Manager

GLOBANT – Southwest Airlines

Oct 2015 - Jul 2017 (1 year 10 months)

• Rapidly structured multiple teams for various clients, including key roles such as Project Managers (PMs), Architects, Team Leaders (TLs), Quality Assurance (QAs) and Business Analysts (BAs). • Contributed to growing the account to 25+ PODs (400 team members). • Maintained project profit margins of at least 45% across multiple projects. • Managed multiple software development projects under Agile framework, achieving an average sprint velocity increase of 20% quarter-over-quarter. • Oversaw project P&L management, meticulously ensuring financial forecast accuracy, optimizing billing processes, and consistently achieving 98% forecast accuracy • Worked directly with international clients in the USA, frequently visiting to build relati

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Project Management Officer (PMO)

INTERGRUPO - Citibank

Jun 2014 - Oct 2015 (1 year 5 months)

• Managed the Project Management Office (PMO) for Citibank, overseeing 250+ annual projects with a $125+ million USD budget. Led a team of over 200, including 25 PMs and technical team. • Led global projects for infrastructure implementation and software development spanning USA and LATAM, successfully delivering projects with an average cost savings of 15% and achieving a 95% client satisfaction rate. • Managed significant communications and technology infrastructure projects leveraging technologies, achieving an average project completion time improvement of 20%. • Managed and controlled a budget of $150 million USD per year for infrastructure purchases across multiple projects, ensuring adherence to financial targets with a purchase

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Senior Operations and Project Manager / Program Manager

Apr 2013 - Jun 2014 (1 year 3 months)

• Led concurrent management of 9 complex projects (PMP/waterfall), achieving an average delivery rate of 95%. • Directed project teams across diverse regions, maintaining an average project budget adherence of 98%. • Implemented Agile methodologies across all projects, resulting in a 15% increase in team productivity and a 20% reduction in project delivery time. • Successfully negotiated contracts and managed vendor relationships for all projects, achieving an average cost savings of 10% per project.

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