- Led a team of six managing the application process with over 200 schools and 1000+ international students annually.- Provide top-quality customer service with the fastest case-resolution time in the market.- Established SOP protocols for the operational process that resulted in securing the ISO 9001:2015 certification in 2019.- Contributed to a 90% revenue increase by improving efficiency in resource allocation and standardizing operational methods.- Created Power BI dashboards to visualize data and KPIs in real time, allowing cross-functional performance analysis of business goals.- Coordinated the optimization and automation of the CRM’s UX/UI to boost productivity, reducing operational case process time by 80%.- Increased high-touch level of communication with internal and external stakeholders to achieve common goals and ensure SLA adherence, resulting in constant increase of our Net Promoter Score.- Experience developing processes where little exist, with demonstrated flexibility to get things done. I like to make things happen.- Hired, trained and developed a total of 22 staff members.- Naturally became the “Go to” person for cross-functional teams, including executive management.- Developed a coaching role through different departments to keep people engaged and motivated.- Demonstrated ability to work through ambiguity to detailed solutions. I can take a vague problem, crisply frame the challenge, identify a path forward, and drive an initiative over the finish line.

- Contributed to a 200% growth from Ibero America by nurturing partnerships and providing sales support.- Oversaw 64 B2B accounts in Spain and Latin America ensuring their customers success.- Visited 32 clients in Latin America providing training, strengthening business relationships and conducting seminars with potential new clients.

- Mentored 40 international students participating in the Student Leaders program and supervised their community service outreach activities.- Designed and implemented the workshop “Becoming a Change Agent”.

- Built a portfolio of 70+ clients advising over financial investments plans, life & health insurance.- Provided top-quality service for new sales, renewals, and claims updates achieving 100% customer retention.