CAROLINA FERNANDEZ
Dallas
Summary
Enterprise project leader with expertise in managing full project lifecycles for large-scale implementations in SaaS and hospitality sectors. Skilled in orchestrating technical integrations and proactive risk mitigation, resulting in high client satisfaction and efficient workflows. Committed to continuous improvement and fostering team development.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Enterprise Senior Project Manager
KMS Lighthouse
Dallas
03.2022 - Current
- Deliver 15+ concurrent enterprise knowledge management implementations annually for Fortune 500 clients, maintaining 95–100% quality scores across all projects
- Manage full project lifecycle for engagements valued at $100K–$200K, consistently meeting scope, timeline, and budget targets
- Orchestrate project kick-offs with C-level stakeholders, translating business requirements into actionable project plans with defined milestones and deliverables
- Architect and deploy integrations with Salesforce, Microsoft Dynamics, Zendesk, AWS, Genesys, and Teams, reducing client time-to-value by streamlining technical workflows
- Execute comprehensive UAT cycles and coordinate go-live activities, achieving zero critical defects at launch across 20+ implementations
- Implement Scrum and Kanban frameworks to accelerate delivery velocity and improve cross-team visibility into project status
- Identify and mitigate project risks proactively, developing contingency plans that prevent schedule slippage on 100% of at-risk projects
- Developed project plans using Agile methodologies and tools.
- Facilitated communication between stakeholders to ensure alignment.
- Identified risks and implemented mitigation strategies throughout project lifecycle.
- Delivered high level of service to clients to extend relationship and encourage further projects.
- Established best practices for managing complex projects successfully.
- Enhanced development and drove continuous improvement of project delivery process by providing strong program leadership.
- Led a team of 10+ professionals to complete a content migration project.
- Deliver Implementation Process for potential clients.
Customer Onboarding Manager – AMERS
SiteMinder
Dallas
11.2019 - 04.2020
- Directed team of 8 Onboarding Specialists, exceeding monthly activation targets through individualized coaching and performance management
- Redesigned onboarding workflows by segmenting assignments based on tenure, skill level, and language proficiency, improving activation rates
- Accelerated new hire ramp-up by developing immersive product training workshops combining hands-on observation with role-playing exercises
- Analyzed team performance metrics and delivered monthly trend reports to leadership, identifying improvement opportunities that streamlined onboarding timelines
Market Operations / Onboarding Manager I – LATAM
Expedia Group
Dallas
03.2014 - 04.2019
- Built and led high-performing team of 22–25 specialists plus 1 Team Lead, consistently surpassing departmental KPIs through strategic coaching and development
- Onboarded 500+ hotel partners across Latin America, delivering platform training that optimized inventory management and increased partner visibility across Expedia's points of sale
- Spearheaded cross-functional business initiatives from planning through execution, anticipating market impact and coordinating regional rollout plans
- Presented data-driven recommendations to Senior Management, contributing to scalable process improvements for centrally managed partners
- Conducted 2–4 international market visits annually to Chile, Argentina, and Mexico, delivering in-person training and presentations that drove supplier engagement and revenue growth
- Led weekly regional analysis meetings, synthesizing performance data across multiple South American markets to inform strategic decisions
Strategic Market Operations Supervisor – LATAM
Expedia Group
Dallas
12.2014 - 03.2017
- Supervised 17 agents and 1 Team Lead, implementing coaching strategies that drove team performance above departmental benchmarks
- Reduced operational errors by designing and implementing a DRR approval process and buddy system for quality assurance
- Maintained strong supplier relationships by ensuring prompt, accurate responses to partner communications via email and phone
- Optimized resource allocation by strategically scheduling training sessions and coaching initiatives, improving cost efficiency
Market Operations Team Leader – LATAM
Expedia Group
Dallas
03.2014 - 12.2014
- Mentored 17 agents to consistently exceed performance targets through tailored coaching and immediate feedback
- Established performance monitoring and reporting cadence, enhancing accountability and facilitating early identification of quality gaps
- Delivered targeted training and guidance, promoting ongoing skill development across the team
Education
Hospitality & Tourism Management Certificate -
Florida Atlantic University
Boca Raton, Florida01-2020
Associate of Arts - Business Administration
Richland College
Dallas, TX01-2015
Skills
- Project Management
- Agile methodologies
- Scrum
- Kanban
- Jira
- Asana
- Stakeholder Management
- Risk Mitigation
- User acceptance testing
- Technical Integrations
- Data Analytics
- Process Automation
- CRM software
- ERP software
- Customer support software
- Call center software
- Collaboration platform
- Leadership
- Team Development
- Performance Coaching
- Cross-Functional Collaboration
Certification
- Jira Fundamentals - KMS Lighthouse Certified, 2022
- Project Management Foundations: Quality – LinkedIn Learning
- Project Management Simplified – LinkedIn Learning
- Digital Marketing Foundations – LinkedIn Learning
- Human Resources Foundation – LinkedIn Learning
- Product Marketing Foundations – LinkedIn Learning
Timeline
Enterprise Senior Project Manager
KMS Lighthouse
03.2022 - Current
Customer Onboarding Manager – AMERS
SiteMinder
11.2019 - 04.2020
Strategic Market Operations Supervisor – LATAM
Expedia Group
12.2014 - 03.2017
Market Operations / Onboarding Manager I – LATAM
Expedia Group
03.2014 - 04.2019
Market Operations Team Leader – LATAM
Expedia Group
03.2014 - 12.2014
Hospitality & Tourism Management Certificate -
Florida Atlantic University
Associate of Arts - Business Administration
Richland College