As an Account Executive at Knowmax, I lead strategic sales and business development across the LATAM region and the US, with a strong focus on client acquisition and engagement. My focus is on delivering tailored solutions that enhance operational efficiency and transform knowledge management practices. From lead qualification to contract negotiations, I manage the full sales cycle, ensuring that businesses in Latin America and the US achieve their goals with Knowmax.

I was the central figure for client account initiation and ongoing management. I don't just oversee—I set our goals, define our strategy, and collaborate closely with the operations team, WFM, Training, IT, and HR to create tactical and strategic plans to improve and support. Together, we focused on recruiting, training, and retaining the industry's top talent for staff and agents. My role doesn't stop at planning; I'm always proactively searching for innovative methods to boost performance and strategically grow our team.

I was the go-to person for rolling out Knowmax's Knowledge Management Systems across various sectors—think telecom, retail, aviation, and fintech. I didn't just manage launches; I was a game-changer in how knowledge was created, organized, and used by our clients. The impact was real, affecting key metrics like Average Handle Time (AHT), Customer Satisfaction (C-SAT), and First Contact Resolution (FCR). Alongside platform partners, I deployed AI-based Knowledge Bases that were customized for each account's unique needs.In addition to Knowledge Management Systems, I optimized internal processes and introduced a Speech Analytics tool to improve quality metrics, standardizing these methods across various programs.

At San Francisco Fire Protection, I managed the technical service department, focusing on multiple remote projects. My role involved the strategic allocation of resources, taking into account project commitments, staff availability, and material necessities. Leading a diverse team of nine professionals, both on-site and remotely, I developed plans geared toward achieving specific quality and productivity goals. Client satisfaction remained a crucial performance indicator under my management.Additionally, I worked in tandem with other departments to identify and seize new business opportunities, playing a significant role in meeting KPIs and executing company-wide business strategies.

While operating my own business, I provided consulting services to Hakuna Matata S.A de C.V., a farm fostered by El Salvador's Ministry of Economy. My role involved a comprehensive evaluation of their end-to-end production processes for fruits and vegetables. This wasn't just a surface-level review; I delved deep to pinpoint the key operational elements that were affecting the farm's productivity. Armed with these insights, I was able to deliver targeted business recommendations aimed at optimizing their entire value chain, ultimately boosting efficiency and profitability.

In my role, I had oversight of both contractual and financial Key Performance Indicators, as well as the productivity of a sizable team of 120 employees at the service center. Acting as the main point of contact between all internal departments and our clients, I was in charge of 8 supervisors. Together, we developed and executed strategic and tactical plans designed to exceed business objectives. Alongside these responsibilities, I was actively involved in shaping MetLife’s customer service strategy, targeting world-class certification standards like those set by J.D. Power. All of this was accomplished while ensuring a healthy, productive work environment for all staff members.

In this role, I provided high-impact business recommendations to MetLife’s senior leadership through data-driven analysis of key performance indicators affecting Customer Experience, as well as operational and financial goals. My scope spanned multiple programs and outsourced service centers in Manila, El Salvador, and the USA, overseeing more than 1,000 employees. I wore multiple hats: from developing and overseeing cost-saving initiatives to refining processes across the board. By implementing continuous improvement methodologies, I standardized internal procedures, contributing holistically to the business's performance. This comprehensive approach resulted in tangible achievements, like a 7% improvement in CX metrics, $70K annual savings from reducing 180K misdirected calls, and the introduction of a new service line in El Salvador that led to estimated annual savings of $15K.

From Aug 2011 to Aug 2015, I served as a Product Processes Specialist at Sykes in El Salvador. In this role, I was responsible for creating customized reports through data analysis and recommending process improvements to both the service center and internal client operations. I managed cross-functional improvement projects in areas like training, quality, and recruitment for a team of 100 employees. I was also the go-to person for client interactions, particularly for product updates and the roll-out of new procedures that impacted both external and internal customers. My contributions were key in integrating MetLife's Customer Experience strategy into Sykes' operations and developing quality service improvement projects across all local programs.

In this role, I took charge of evaluating internal process compliance through monitoring employee-customer phone interactions. My tasks included generating quality performance reports, standardizing databases, and ensuring report accuracy. I also calibrated evaluation criteria and provided actionable recommendations for process improvements to client process owners. I managed a team of 8 quality analysts, focusing on productivity and meeting diverse requests from local operations across multiple MetLife programs. My efforts played a significant role in aligning MetLife's quality strategies with our local team framework and facilitated the standardization of best practices between quality and operations departments.