At Optum Global Advantage, a division of UnitedHealth Group, ranked No. 4 on the 2024 Fortune 500 list, I lead operations in Colombia with full P&L responsibility and strategic planning to drive significant business growth. Key accomplishments during my tenure include:Operational Excellence: Consolidated 23 Lines of Business, achieving top-tier performance globally.Financial Milestone: Steered the operation to reach the break-even point a year ahead of schedule.Talent Retention: Secured industry-leading talent retention, maintaining an attrition rate less than half the industry average over the last two years.Innovation: Spearheaded the adoption of cutting-edge technologies, including Artificial Intelligence (AI) and Machine Learning (ML), to enhance operational efficiency and foster innovation.

Led the strategic planning and execution growing the operation from 2,200 to +6200 employees through a digital transformation process, enabled sustainable growth, improved profitability, increased 5 times client portfolio, while ensuring top performance ranking with each of our clients, and improving employee and customer experience to world class levels. Established alliances with Public Sector securing over US$5M public investments to impact talent development and improving Costa Rican BPO and Services industries competitiveness in LATAM.Consolidated SYKES Costa Rica as the Sustainable Development Center of Excellence for the organization at world-wide level, delivering positive and sustainable impact from the triple bottom line approach, documented on a comprehensive and verified GRI report.

Designed, implemented, and consolidated the business plan for the mineral trading startup that resulted into regional presence in Brazil, Bolivia and Costa Rica with Tantalite annual sales contracts with the two largest Tantalite processors in the U.S. for over $3.5 million dollars in less than 2 years.

Led the team responsible for Sales Operations & Marketing to Corporate Accounts, Medium & Small Businesses and Partners Management at the time the company switched to Software as a Service (SaaS) offerings for the core revenue generating applications.Successfully implemented solution selling for account management teams and partners, opportunity management for the SMB segment and surpassed sales quotas, while exceeding at the same time on clients and partner satisfaction goals.

Re-positioned Dell as a preferred vendor on Strategic Accounts on the Public Sector and Private Sector.Successfully implemented a business model combining Direct and Channel Partner Sales Strategy to surpass Enterprise Software and Solutions revenue goals and ensure key win-backs on most relevant customers.

Lead the creation and execution of a service portfolio, that allowed the firm to serve multinational companies and government entities to improve, through CRM implementations, their sales and marketing productivity, while ensuring customer loyalty.

Led a regional team responsible for 30 countries, that doubled revenue in 3 years and ensured the highest Client Experience and Employee Satisfaction indexes in Latin America and the 2nd place at worldwide level.Consolidated BPO (outsourcing) strategy to deliver tech support, customer service and centralized demand generation and sales along the region. ensuring sales and support processes optimization, adapted to serve different countries, and cultures on three languages.

Developed and implemented a centralized partner-based strategy and territory plan for Small and Medium Business Segments for six countries, surpassing yearly revenue and profitably goals.Consolidated the BPO strategy to deliver world class customer experience to clients and prospects.Developed and successfully implemented a long-term partner strategy that supported revenue growth for Microsoft in Costa Rica and then became the model to implement on the rest of Central America countries.

Developed and executed demand generation strategies leveraging the distribution channel to reach the small business segment, surpassing revenue goals. Consolidated distribution strategy for Colombia, ensuring full territory coverage, double digit growth and devaluation risk hedge practice eliminating 100% bad debt accruals

Successfully led reengineering projects for public sector customers, reducing lead time for citizens facing broken processes and increasing new users’ activations.

Responsible for developing and packaging offerings for customers of the Finance Sector based on market research and analysis.Executive Development sales and marketing strategy definition and execution