Oct 2022 – Nov 2024 · 2 yrs 1 mo · Mexico City, Mexico

• Strategic and results-driven leader with 8+ years of experience in operational strategy, revenue growth, and cross-functional leadership across Latin America. Currently pursuing an MBA in International Business and Public Policy, I bring a global perspective, data-driven decision-making, and a track record of leading high-impact initiatives.
• Directed business growth strategies, driving product adoption and market share expansion. Led collections campaigns to recover aged receivables, improving cash flow and financial health.
• Owned customer retention efforts, managing proactive engagement programs to reduce churn and protect recurring revenue. Made informed cancellation decisions in line with policy and legal frameworks, improving customer communication and outcomes.
• Leveraged analytics tools (Power BI, Excel, R Studio, Tableau) to monitor performance, identify trends, and build executive dashboards that enable agile decision-making. Applied forecasting techniques (Moving Average, Exponential Smoothing, Holt’s Method) to predict retention rates and align operations with demand.
• Built and led high-performing teams of Account Executives and Renewal Managers, providing coaching and development to drive performance and accountability. Fostered a culture of continuous improvement, collaboration, and strategic alignment.
• Known for bridging business, data, and people to deliver measurable results. I bring clarity, empathy, and execution to every challenge and aim to lead transformational initiatives that deliver sustainable growth and long-term value.
• Areas of Focus:
• Customer Success Leadership • Customer Retention & Churn Reduction • Revenue Operations & Growth Strategy • Product Adoption & Value Realization • CS Operations & Analytics • Forecasting & Performance Management • Executive Dashboards & Insights • Cross-functional Leadership • Team Development & Coaching • US Markets

Oct 2021 – Jul 2022 · 9 mos · United States - Remote

• Customer Success & Service Leadership | Strategic Account Enablement
• Led end-to-end delivery of product and operational services to ensure clients received high-impact support aligned with their business objectives. Developed and maintained service excellence frameworks that elevated customer satisfaction and long-term value.
• Designed and implemented comprehensive onboarding and training programs to accelerate product adoption and ensure customers achieved measurable outcomes. Actively engaged with clients to assess evolving needs, using insights to refine service delivery and identify opportunities for added value.
• Built a culture of trust and transparency by incorporating the customer voice into strategic conversations, advocating internally for enhancements based on real-time feedback. Served as the primary liaison between clients and internal teams, ensuring expectations were met while building strong, collaborative relationships.
• Drove customer retention and account growth by proactively monitoring contract expirations, leading renewal initiatives, and identifying upgrade opportunities that aligned with customer goals. Promoted upselling and cross-selling strategies grounded in value realization and solution fit.
• Established streamlined processes for rapid issue resolution, reducing response times and enhancing customer satisfaction across the lifecycle. Positioned the team as a strategic partner to customers, not just a service provider—strengthening loyalty and maximizing lifetime value.
• This role demanded a balance of strategic vision, operational execution, and client-centered thinking—skills I consistently leveraged to improve retention, expand accounts, and deliver exceptional customer experiences at scale.

Dec 2020 – Jul 2021 · 7 mos · Mexico

• Led high-performing underwriting analyst teams with a strong focus on risk assessment, operational efficiency, and strategic decision-making. Specialized in transforming underwriting operations through advanced data analytics, process improvement, and performance optimization.
• Designed and implemented comprehensive training programs to accelerate onboarding, enhance technical expertise in loss run analysis, and ensure alignment with regulatory standards. Built a culture of continuous learning and development that increased team capability and engagement.
• Established and scaled quality assurance protocols, leveraging Six Sigma methodologies and routine audits to reduce underwriting errors and ensure consistency. Improved overall process accuracy and compliance, contributing to stronger client trust and operational excellence.
• Drove process innovation by applying learning curve theory and efficiency frontier modeling to streamline workflows and increase output. Used MTTR (Mean Time to Resolution) to monitor service responsiveness, leading to measurable improvements in customer satisfaction.
• Developed dynamic KPI dashboards and reporting tools to provide actionable insights and operational transparency to senior leadership. Applied statistical forecasting techniques to anticipate volume trends and allocate resources effectively.
• Conducted utilization and productivity analysis to inform staffing strategies, reduce overhead, and improve profitability. These data-driven initiatives directly contributed to enhanced margin performance and efficient workforce deployment.
• Partnered cross-functionally with executive stakeholders to align underwriting strategy with broader risk management and organizational goals. Delivered insight-led recommendations that enabled smarter scaling, stronger controls, and sustainable growth.

Mar 2018 – May 2020 · 2 yrs 2 mos · Mexico · Hybrid

• At CompuCom Mexico, I led pre-sales support, order management, customer service, and account operations with a strong emphasis on operational efficiency, client satisfaction, and supply chain alignment. My role bridged commercial functions with logistics execution to streamline the order lifecycle and drive service excellence across B2B accounts.
• I managed the end-to-end order management process, optimizing coordination between sales, procurement, and fulfillment teams to reduce lead times, increase order accuracy, and improve delivery performance. I implemented key process improvements and tracking systems that enhanced visibility across supply chain stages and accelerated cycle times.
• As part of the pre-sales support function, I conducted detailed product research and pricing analysis to ensure accurate and competitive proposals aligned with supply capabilities. This significantly improved win rates and supported strategic sales engagements.
• I maintained strong relationships with key clients by providing high-touch account management, including personalized service strategies and ongoing performance monitoring. This client-centric approach improved satisfaction and retention, while opening opportunities for account expansion.
• In logistics, I collaborated with internal teams and third-party logistics providers to ensure timely fulfillment and minimize delivery issues. I supported efforts to optimize inventory and streamline cross-border operations, especially between Mexico and U.S. counterparts.
• I also built a responsive customer service framework, focusing on quick issue resolution, satisfaction metrics, and root-cause analysis to improve first-contact resolution rates and reduce escalations.
• This role strengthened my ability to lead cross-functional teams, align customer expectations with operational capacity, and deliver measurable improvements in supply chain execution, customer experience, and order efficiency across complex, high-volume environments.

Sep 2017 – Feb 2018 · 5 mos · Mexico City Metropolitan Area · On-site

• At Honeywell, I led customer operations across order management, logistics coordination, and cross-functional communication to ensure seamless service delivery and customer satisfaction. As the primary contact for key accounts, I built and maintained strong client relationships by proactively managing inquiries, anticipating needs, and resolving issues efficiently.
• I implemented structured systems to prioritize and respond to high volumes of customer calls and emails, optimizing service levels while maintaining a personalized touch. I also fostered a collaborative team environment by mentoring fellow service associates, sharing best practices, and promoting continuous improvement.
• A critical part of my role involved aligning customer service efforts with internal departments—including Logistics, Manufacturing, and Technical Support—to streamline communication and minimize service disruptions. I initiated regular interdepartmental updates to identify potential bottlenecks early and ensure timely resolution.
• In supply chain and logistics, I managed the complete order lifecycle—from accurate order entry to tracking, fulfillment, and returns—using robust tracking systems that minimized errors and improved visibility. I also led the returns process, ensuring customer-friendly experiences and swift resolutions, while overseeing invoicing activities to maintain accuracy and reduce disputes.
• Additionally, I prepared forecasting reports using customer data analytics to support planning and demand management, enabling smarter business decisions across teams.
• This role sharpened my leadership in operational execution, customer-centric process improvement, and cross-functional alignment—capabilities that I bring to executive roles focused on scaling customer service, enhancing supply chain efficiency, and driving commercial outcomes.

Apr 2016 – Jun 2017 · 1 yr 2 mos · Mexico City, Mexico · Hybrid

• As Sales Support Manager at Avaya, I led critical functions that empowered front-line sales teams across the U.S. market by streamlining internal processes, improving operational efficiency, and driving revenue assurance initiatives. My core mission was to enable the salesforce to focus on client engagement by removing administrative burdens and ensuring accuracy across the order-to-cash cycle.
• I managed the coordination between sales and the OEFC (Order Entry and Fulfillment Center), ensuring that all quotes were accurate, aligned with customer records, and matched on-site equipment and services. This "clean record" process significantly reduced billing errors and service delivery issues, enhancing both customer satisfaction and internal compliance.
• In collaboration with finance teams, I analyzed complex billing data, prepared accurate pre-invoices, and proactively addressed revenue obstacles by requesting the removal of billing blocks due to overdue payments. This approach safeguarded cash flow and improved client trust through timely issue resolution.
• Beyond operations, I took a leadership role in team development by initiating and leading teambuilding programs designed to strengthen communication, collaboration, and psychological safety. I championed the adoption of high-performance team KPIs—alignment, accountability, trust, and engagement—to foster a resilient culture of ownership and cross-functional cooperation.
• This role honed my ability to lead cross-functional initiatives, manage process transformation, and align support functions with broader commercial goals. I bring a strategic lens to operational support—bridging sales, finance, and service delivery—while building high-trust, high-performance teams ready to scale in dynamic environments.

Dec 2014 – Jan 2016 · 1 yr 1 mo · Monterey, California · Remote

• Provided interpretation services for clients in various industries, including banking, insurance, and healthcare, facilitating communication between Spanish and English speakers.
• Ensured accurate and efficient communication in high-pressure situations, maintaining professionalism and confidentiality at all times.

Jun 2009 – May 2012 · 2 yrs 11 mos · Toronto, Ontario, Canada

• As a Seasonal Agricultural Worker Lay Leader at St Paul’s Anglican church, I play a spiritual and community leadership role for groups of seasonal agricultural workers—mostly Mexican migrants—who attend church services or activities during their time in the area.
• Here’s what my responsibilities usually included:
• Spiritual Leadership
• Lead prayer groups, Bible studies, or devotional meetings tailored for seasonal workers.
• Support faith formation, especially for workers far from their home churches.
• Occasionally assist in liturgies or services (if permitted by church leadership), such as reading scripture or leading songs.
• Community Support & Advocacy
• Serve as a bridge between the church and the migrant worker community, helping the church understand workers’ needs (spiritual, emotional, or material).
• Help organize pastoral visits to worker housing sites or camps.
• Facilitate access to resources, such as language support, health services, or legal aid, in coordination with church ministries.
• Cultural & Language Liaison
• Translate or interpret during church events if workers speak a different language.
• Help create a welcoming environment for workers from diverse backgrounds.
• Assist the parish in offering culturally relevant worship experiences.
• Seasonal Ministry Planning
• Coordinate or support special events during harvest or planting seasons, such as masses, dinners, or retreats for workers.
• Train or mentor new lay leaders from the migrant community.
• Qualifications & Background
• Typically, a trusted member of the community with strong faith and leadership qualities.
• Have formal theological training and was recognized by the parish priest or diocese for my ability to lead and support others in faith.

Jan 2007 – Jun 2009 · 2 yrs 5 mos · Mexico City, Mexico

• Taught English as a second language and Business English to students preparing for international tests.
• Developed customized lesson plans to cater to individual student needs and learning styles.
• Implemented interactive teaching methods to enhance student engagement and comprehension.

May 2000 – Jun 2006 · 6 yrs 1 mo · Mexico City, Mexico · On-site

• At American Express, I held progressive leadership roles across Customer Service, Establishment Services, and Large Market Account Management, driving growth, operational excellence, and client engagement across Puerto Rico, Latin America, and the Caribbean.
• Customer Service & Cross-Selling:
• Led card activation and cross-selling initiatives, consistently surpassing monthly sales targets. By aligning customer needs with tailored financial solutions, I boosted card usage and product adoption. I maintained high service quality by adhering to QA standards and completing continuous training, contributing to enhanced customer satisfaction and loyalty.
• Merchant Acquisition & POS Strategy:
• Drove the expansion of American Express card acceptance by negotiating with small and mid-sized businesses. I developed and executed merchant onboarding strategies, highlighting value-added benefits to integrate Amex at the point-of-sale (POS). Collaborated with fraud prevention and compliance teams to ensure secure and sustainable partnerships, increasing transaction volume and merchant retention across priority sectors.
• Large Market – Key Account Management:
• Managed a portfolio of high-value corporate clients, negotiating card program upgrades and driving account expansion. Implemented growth strategies to increase card penetration, usage, and overall spending. Identified and pursued new business opportunities through strategic prospecting, while deepening existing relationships with senior stakeholders to ensure long-term value and retention.
• Across these roles, I demonstrated a strong ability to balance commercial goals with customer-centric execution. My experience showcases expertise in payments, B2B sales, and relationship management in complex, multi-country markets—building a foundation for success in strategic leadership roles.