A consulting firm focused on driving production growth, operational efficiencies, and customer service for small companies within the Localization Tech Development, Manufacturing, and Ecommerce industries.• Set production planning practice to scale production 4X to $4.5M+ per year for US-based factory. • Implemented inventory control software for small factory, cutting tracking time 50% and preventing stockouts.• Launched online customer service channel rerouting 50% of service requests to online channel.• Developed a Customer Support and Success Playbook and defined KPIs for EU Localization company.

A business strategy change required me to adjust our operational teams, technology, process, and people's mindsets to go from a technology-enabled service company to a SaaS business. By this time we had over 300 customers around the globe for whom we managed more than 1,500 multilingual websites on a daily basis with a geographically dispersed support team with multilingual capabilities operating around the clock and handling an excess of 25,000 requests a month through our different support channels, including ticketing systems, email, phone, and our localization platform.Scale was the overarching theme during this time. My focus was centered around optimizing our business operations while maintaining our commitments and improving our customer experience. I worked closely with Product to conduct an operations wide analysis where we identified the top opportunties for automation and process change. With periodic tech releases we exacted the needed automations and workflow changes that allowed us to reduce our operational cost by 50%. As expected, all these changes required constant training and coaching of our operational teams as well as our vendors, setting and enhancing our support and success playbooks.Our SaaS model change also meant putting our cusotmers on the driver's seat. We still offered a fully managed solution, but our need to make our customers successful with the platform required me to set an onboarding team to proactively manage our customer relationship through onboarding, retraining, and feedback management. The latter is a key aspect of any translation and localization operation. So key that what had been an external & manual quality management practice became an embedded capability in our platform after I partnered and led a project with Product, to capture and provide clear translation quality KPIs, which drove support cost down and increased visibility and customer confidence in our quality process.

This was a time for growth and our customer support needed to adapt and evolve to meet the ever growing needs to deliver projects on time and manage the daily translation and technical requests. To do so I implemented metrics around our customer support service to proactively manage for speed to response, resolution time, quality of service, and customer satisfaction. To take advantage of this information we set a Lessons Learned program to coach our talent, simplify processes, increase efficiencies, ultimately resulting in increased client confidence as observed through our improved CSAT and NPS scores.

This role started with heavy emphasis in helping sales grow our customer acquisition in the form of setting and presenting demos and translation samples and acting as the SME for everything related to localization best practices. It also required me to build a project management structure to support our growth and continue evolving our delivery process to ensure consistency in meeting our SLAs and our quality promise. This stage was all about setting benchmarks and proper KPIs to provide visibility into our service and manage for improvement. We detailed our promise to our customers by setting different SLAs for the different services, some as short as few hours - the majority on a 1-business day turn-around. Complying with such tight deliveries required managing vendors closely to extend our localization operations across the globe, with different time zones and languages.

I joined this company as a start-up and was tasked with managing the translation projects for our customers, which included vendor selection, setting workflows, and delivering to customers. Within a year our business model pivoted and so did out technology. In the process of making changes to our localization process and continuing deliveries for our customers, I also collaborated with development to incorporate translation and localization capabilities into the platform, often acting as the SME and setting business requirements. As it is expected with any start-up, I also supported sales in calls and in-person meetings, stood up demos for prospects, performed user testing in tech releases, and even did some translations, proofreading, and image localization.

• Editorial team member for both Spanish and English online portals in a Sports Network servicing LatAm. • Led daily sports content production for Tennis and NFL by publishing articles, interviews, and opinion pieces.• Collaborated in other categories by translating and proofreading press feed articles.