• Partner Advocacy & Relationship Management: Acted as the primary advocate for partners within Broadcom, ensuring effective issue resolution across business units and maintaining long-term, mutually beneficial relationships with distributors and strategic partners.• Pipeline & Revenue Growth: Drove channel sales opportunities including renewals, upselling, cross-selling, and new sales, contributing to consistent revenue growth in the Americas territory.• Cross-functional Collaboration & Conflict Resolution: Collaborated with various Broadcom departments and partner teams to resolve conflicts, align on sales strategies, and enhance the partner experience. Led the execution of business and go-to-market strategies for strategic accounts.• Partner Enablement & Training: Led discussions and training sessions for all levels of partner organizations (from C-level executives to individual contributors), providing expertise on partner program directives, business planning, and go-to-market strategies.• Entity Consolidation & Onboarding: Spearheaded the successful consolidation of former CA Partners into Broadcom’s LATAM billing entity, ensuring smooth onboarding and ongoing relationship management. Managed partner transition processes to ensure satisfaction and compliance with new program requirements.• Strategic Business Planning: Developed and executed business plans and technical enablement programs for all assigned key partners, aligned with pipeline forecasts, marketing strategies, and KPIs.• QBRs & Performance Management: Actively participated in Quarterly Business Reviews (QBRs) and partner account planning sessions, ensuring alignment on sales goals, performance metrics, and business outcomes.• Compliance & Program Management: Monitored and ensured partner compliance with the terms of Broadcom’s Partner Program, driving adherence to program rules and maintaining high standards of partnership integrity.

In this role, I supported the Partner Account Directors and partners by managing sales processes, including pricing, discounting, and negotiations, while also advocating for diversity, equity, and inclusion in the tech industry.• Sales Support & Transaction Management: Managed and facilitated transactions for assigned regional accounts, collaborating with partners on pricing, discounting strategies, and negotiation tactics to maximize sales and margin.• Partner Relationship & Escalation Management: Acted as a key liaison between partners and internal teams, assisting in the resolution of complex issues and escalation requests, ensuring timely and effective solutions.• Cross-Functional Collaboration: Worked closely with Partner Account Directors to support the development of business opportunities, aligning partner strategies with company goals and ensuring seamless execution of sales initiatives.• Issue Resolution & Organizational Navigation: Assisted partners in navigating CA Technologies' internal structure, providing guidance and support on complex issues and facilitating resolutions by working with cross-functional teams.

In this role, I worked with major global companies to ensure a seamless customer experience, assisting with critical issue resolution, supporting process improvements, and contributing to service excellence initiatives.• High-Severity Issue Resolution: Acted as the face of the customer for escalation, coordinating efforts across business units such as Licensing, Sales, and Technical Support to resolve high-severity (Sev1) issues, ensuring rapid and effective solutions to customer problems.• Internal Process Improvement: Participated in multiple projects led by the Global Service Center Operations Team, including standardization of communications, design of training materials, and development of a Self-Assessment tool. Contributed to "How to Make Things Better" brainstorming sessions to enhance customer service processes.• Sales Opportunity Identification & Routing: Identified potential sales opportunities through the Global Customer Assistance Lead Entry Form, routing leads to the Sales team, and using Salesforce to track and manage these requests effectively.• Customer Communication & Translation: Assisted Latin American customers by providing language support, particularly for high-severity issues where clients were not comfortable communicating in English. Ensured clarity and effective communication between the client and the internal teams.• University Council Member: Contributed to the creation of the Student Self-Assessment questionnaire as a member of the University Council, improving customer engagement and feedback collection processes.

As the Customer Service Supervisor, I led a team of four customer service representatives, overseeing billing operations, order processing, and training. I was instrumental in streamlining processes and enhancing team performance, resulting in significant operational improvements.• Billing Process Improvement: Managed billing for three offices and successfully standardized and streamlined the billing process, reducing invoice generation and delivery time by 45%. Created detailed manuals and trained customer care representatives on the new procedures, ensuring consistency and efficiency.• Team Supervision & Training: Led and trained a team of four customer service representatives, tracking quality and ensuring adherence to best practices in order processing, customer service standards, and billing accuracy.• Collaboration with Warehouse Operations: Worked closely with the warehouse delivery team to ensure the prompt and accurate delivery of orders, improving the overall customer experience and satisfaction.• Quality Control & Process Monitoring: Developed a system for tracking the quality and efficiency of order processing, ensuring timely delivery and customer satisfaction.

As a cofounder of Gestion & Desarrollo, I led a Records Management and Consulting Services company specializing in helping public organizations in Colombia comply with Law 594 (National Law of Archives). My role spanned product management, project management, business analysis, and customer training, resulting in outstanding client outcomes and business growth.• Records Management Compliance & Process Improvement: Directed and coordinated teams to evaluate, design, and elevate Information Systems and Records Management processes for public sector clients, ensuring full compliance with Colombia's National Law of Archives (Law 594 of 2000). Achieved a 100% success rate in obtaining approvals and certifications from the National Archive Council for all client projects.• Training & Coaching Development: Developed a comprehensive training and coaching strategy that enhanced clients' knowledge of Information Systems and their understanding of the law by over 90%, significantly improving their ability to comply with regulatory requirements.• Business Development & Lead Generation: Led cold-calling campaigns, service presentations, and email outreach to generate leads for the Records Management Business Unit. This initiative resulted in a large portfolio of public sector accounts, establishing a strong foundation for ongoing business growth.• Client Relationship Management: Cultivated long-lasting relationships with public sector clients, providing continuous guidance to ensure their ongoing compliance with the National Records Management and Archive Law. This approach fostered trust and led to repeat business and referrals.• Product & Project Management: As Product Manager and Project Manager, I oversaw the end-to-end development and delivery of consulting services, from initial client assessments to the design and implementation of records management solutions. Coordinated cross-functional teams to execute projects on time and within budget