Maria Fernanda (Mafe) Hernandez Burgos
Summary
I am a Global Account Manager and Operations Executive with 19 years of experience across transformation, delivery, and business development. From the cognitive computing era to today's AI landscape, I have built and grown $30M+ portfolios in a single fiscal year for world-class clients, combining operational excellence with bespoke commercial strategies, leading multidisciplinary teams always with integrity and the client's outcome first.
Overview
19
19
years of professional experience
Work History
Global Account Manager
Welo Data
Remote
2024.07 - Current
- By month 8 I achieved re-categorization of our services with procurement teams to refine our coverage opportunities and signed the first AIML contract with Apple. FY $2.1M
- Secured new business and renewed client engagement within first 6 months.
- Led commercial and strategic alignment between localization and AIML services, de-risking $32M portfolio.
- Achieved growth target for 2025 as only account manager during market contraction.
Account Manager
Telus International, AI
San Jose, Costa Rica
2022.06 - 2024.06
- Managed $10M annual budget for co-investment and innovation strategies.
- Co-created product with client for global relevance workflow coverage through RLHF with domain experts.
- Supported preferred vendor program for company's biggest client by transitioning to sales team.
Senior Program Manager
Telus International AI
Costa Rica
2021.04 - 2022.05
- Developed fast turnaround and retention plan for customer, establishing quality framework for all project delivery; served as interim director and recruited team of 5 senior leaders to oversee program.
- Owned key KPIs including data quality, productivity, AHT, financial governance, and margin to ensure project success.
- Supported diverse portfolio of HITL projects aligned with aggressive client growth plan; created processes with innovative approach and built a team during intense expansion.
Global Program Manager
Lionbridge
San Jose CR & Cupertino California
2015.06 - 2021.02
- Led PM teams in delivering localization services, audiovisual projects, subtitling, and developing specialized partner projects.
- Directed operational transformation to implement machine learning processes, enhancing project efficiency.
- Conducted client-strategic process reviews, including MBRs, QBRs, HBR, and yearly summits.
- Managed financial oversight throughout entire process from billing to invoicing, ensuring accuracy and compliance.
Contract Commercial Manager
IBM
San Jose
2012.01 - 2015.01
- Managed transaction processing and analyzed over $100M monthly to ensure accuracy and compliance.
- Oversaw account governance, audit readiness, and delivery assurance with executive and core team (finance managers, legal, and ops directors).
- Directed labor reporting, forecasting, and fall plans for account executive team to support operational objectives.
- Led a team of 4 associates to achieve project objectives.
Inventory Specialist
Procter & Gamble
San Jose
2007.01 - 2008.01
- Managed inventory and intercompany transactions for EMEIA.
- Utilized inventory management systems for accurate tracking and reporting.
- Supported special migration project for EMEIA-APAC, improving regional operational integration.
Education
BA - Business Administration
Universidad La Salle
San JoséCAPM -
Project Management Institute
Agile Management -
Project Management Institute
Scrum & Change Management -
Google - Generative AI principles -
Skills
- Strategic account management
- Client relationship management
- Business Process Improvement
- Data analysis
- Strategic Decisive Leadership
- Strong effective communication: typical stakeholders VPs, C-suite, Engineers & Product Owners
- Excellent EQ
References
References will be provided upon request.
Languages
Spanish
Native/ Bilingual
A1
English
Full Professional
A1
French
Elementary (A2)
A2
Timeline
Global Account Manager
Welo Data
2024.07 - Current
Account Manager
Telus International, AI
2022.06 - 2024.06
Senior Program Manager
Telus International AI
2021.04 - 2022.05
Global Program Manager
Lionbridge
2015.06 - 2021.02
Contract Commercial Manager
IBM
2012.01 - 2015.01
Inventory Specialist
Procter & Gamble
2007.01 - 2008.01
BA - Business Administration
Universidad La Salle
CAPM -
Project Management Institute
Agile Management -
Project Management Institute