Dec 2023 – Dec 2024 · 1 yr

• Lead 6 customer success managers across different tiers (entry, senior, and strategic) in charge of customer and revenue growth as well as retention. Total book of business north of 20 million dollars in ARR. In charge of playbook creation, copywriting, coaching, and performance management.

Apr 2023 – Jan 2024 · 9 mos

• Promoted to lead the global enablement function (new hire training, continuous education) for over 1000 employees. Ensured content relevance, updates, communication structure and cadence. Used lessonly (Now Seismic) to support instructional design via the creation and curation of elearning content. Used the quality framework previously set up to ensure training and coaching effectiveness as well as targetted continuous learning.

Sep 2021 – Apr 2023 · 1 yr 7 mos

• Led the global quality function for account managers, HR and support teams. Successful implementation of gong scorecards, streams and smart trackers to support interaction assessment and process level improvements. Reduced data entry errors from 7% to .5%. Reduced new hire learning curve by 45 days.

Sep 2020 – Aug 2021 · 11 mos

• Responsible for recruiting, managing, and building a bench of sales leaders and sales executives.
• Assist in refining the sales training program to train new employees.
• Coaching and development of sales leaders and their reports.
• Assist in creating and leading the sales process, playbooks, career paths, quality and appropriate measurements for sales managers and SDRs.
• Working with stakeholders across the business to align on priorities and drive strategy and initiatives forward.
• Identifying and driving recommendations for improvement in the areas of process, efficiency, quality and productivity.
• Build a fun, high energy environment where people love coming to work.

Jun 2019 – Aug 2021 · 2 yrs 2 mos

• Managed multiple clients for a b2b sales outsourcing agency. Implemened long-term strategies for maximizing customer and company sustainable proven value. Integration of functions and activities such as Marketing, Sales (full cycle), Quality Assurance, Enablement and Support.

Jan 2019 – Jun 2019 · 5 mos · Bogotá, Bogotá D.C. Department, Colombia

• Fell in love with an idea, fully managed 6 different sales accounts from BDR profile assessment to training to reporting and ensuring account growth. Created inside sales methodology followed by a rigorous quality assurance program.

Jan 2018 – Oct 2018 · 9 mos · Santiago de Cali, Valle del Cauca Department, Colombia

• Led and developed a strong leadership team composed of 7 managers for several operational segments for over 250 FTEs (Sales, Quality Control, Quality Assurance, Training, Information processing, Collections & Customer Service.) Effective, tailored communication with client focused on account growth and performance excellence. Strategize, communicate and execute inputs for maximized ROI. Analyse and act on customer, client and employee satisfaction.

May 2017 – Dec 2017 · 7 mos · Bogotá D.C. Area, Colombia

• Manage, support and enhance the collection processes for sites in the Dominican Republic, Puerto Rico, Belize and the British Virgin Islands. Deploy key communication strategies to optimize assertiveness, pitch, volume, tone and utilization of words. Lead and develop team of front and back-end adjusters for all small business loans, mortgages and credit card portfolios.

May 2016 – Nov 2016 · 6 mos · Bogota, Colombia

• Support operational excellence via employee growth, provide a structured framework for the training teams that will deliver a number of benefits focused on improving the accuracy, relevance and efficiency of training initiatives such as:
• HR KPI: E-sat, Trainees Satisfaction
• Operational KPI: Average Handling Time (AHT), First Call Resolution, Transaction Monitoring
• Financial KPI: Gross Margin
• Manage and develop a team of smart, commited individuals specialized in different lines of business creating a unified impact toward client, employee and end-user satisfaction.

Dec 2011 – Apr 2015 · 3 yrs 4 mos

• Ensure operational excellence and process-level improvements. Provide data intelligence relative to team-wide behavior opportunies. Lead QA improvement iniciatives in conjunction with operations, training and acct mgt. Led the QA operations for San Salvador, Bogota, Philippines and Dominican Republic.
• #1 Site for 9 months straight in a year.