• Responsible for driving continuous improvement in the customer experience throughout all points of contact with the brand, from purchase to after-sales service.• Collaborate closely with sales, marketing and customer service teams to identify areas of opportunity and develop innovative solutions that improve customer satisfaction and brand loyalty.• Leads data analytics projects to identify trends, patterns and pain points in the customer experience, using advanced analytics tools to gain actionable insights.• Designs and implements staff training and development programs aimed at improving customer service and problem-solving skills.• Ensures the alignment of internal processes with customer expectations and needs, overseeing the effective implementation of operational improvements.• Collaborate with research and development teams to integrate customer feedback into the design and launch of new products and services.• Achievements: Standardized the purchasing experience and service quality nationwide among brand dealers, resulting in a 20% increase in OER (Overall Experience Rating) and NPS (Net Promoter Score) per branch.

• Lead the establishment and growth of Black Shipp, a pioneering consultancy in challenging established paradigms in operations, customer experience, healthcare, finance, software and start-ups.• Define the strategic vision and business direction, establishing clear objectives and aligning resources to achieve long-term success.• Develop and maintain strong relationships with key clients, providing innovative solutions tailored to their specific needs.• Direct and supervise a multidisciplinary team, fostering an environment of collaboration and excellence in project execution.• Identify opportunities for business growth and expansion, exploring new markets and customer segments.• Establish strategic alliances and collaborations with other companies and organizations to promote joint development and maximize the impact of the solutions offered.• Achievements: Driven the growth and expansion of Black Shipp through the strategic acquisition of new key customers, consolidating strong and lasting relationships.

• Responsible for the logistics management of Heyday brands, ensuring compliance with delivery times and budgets by channelwith the objective of supporting brand growth and sales initiatives.• Developed tools and methodologies to calculate key metrics such as average freight cost per ton, on-time deliveries, shipmentvolume, capacity utilization, trading rates and other indicators across various distribution channels and markets.• Developed and implemented solutions to standardize, optimize and automate inventory management, allocation anddistribution processes, improving operational efficiency.• Managed the documentation and redesign of critical processes in the supply chain to resolve bottlenecks and ensure cost andstock KPIs were met across all channels.• Maintained accounting integrity with detailed records of freight transportation transactions, supporting month-end activitiesand audits.• I actively participated in multifunctional corporate development projects, collaborating in the management of working capitaland the creation of scalable processes, promoting the sustained growth of Heyday brands.• Achievements: I reduced annual freight costs by 33%, implementing a strategy to change from fixed to variable costs andconsolidating 80% of the services with a single provider.•

• Founded and led two key areas, supervising a team of 20 employees and directly leading 5 reports.• Responsible for the development and execution of operational strategies to optimize customer service, reverse logistics andrefund processes, ensuring efficient management.• Established and monitored key processes and KPIs to evaluate performance and provide regular reports to seniormanagement.• Worked with BPM's to create and document standard operating procedures (SOP), ensuring consistency and clarity in all tasksand operations.• Collaborated with multiple areas to identify client needs through periodic testing and focus group interviews. These insightswere fundamental to continually optimize our strategies and processes.• Ensure that all BPO's (Call Center) meet the service expectation.• Achievements: I reduced costs in Business Process Outsourcing (BPO) by 45% by optimizing the response time SLA, withoutnegatively affecting the customer experience.

Mentor of early stage Start-Ups belonging to students from the University of Santiago de Chile, with a focus on technology-based businesses.

• I led On-boarding, Customer Experience and Customer Service teams, collaborating closely with the IT area to drive thedevelopment and continuous improvement of the application.• I coordinated the supervision of the efficient distribution of resources and tasks, focusing on the optimized management ofproducts and shipments. Implemented automated tracking processes to minimize delays and errors in last mile logistics.• Developed optimization strategies for key operational processes such as on-boarding of partners and riders, customer service and strategic alliances.• Coordinator of the operations area, customer experience, Customer Service, Call Center and development.• Achievements: I successfully led the launch of the application, prioritizing tasks in the backlog according to impact and effort.

• Supervised and improved restaurant and retail operations, with a focus on KPIs, including the company's key accounts, beingthe operational link with KAMs and allies.• Actively participated in making strategic decisions for operational configurations in different geographic areas, consideringfactors such as costs, maintenance and demographic variations.• Identified and reported operational failures, proposing effective solutions to the Operations Manager and the Global Technologydepartment.• Developed and supervised the implementation of the Safety Pay project, integrating an API to automate the payment system,improving efficiency locally and globally.• I led the Info Ticket project to control the management and quality of customer service, standardizing and measuring theattention provided for continuous improvement.• I led Customer Service, Call Center and Driver Support using platforms such as Zendesk, and supervised 10 administrative employees forfunctions such as onboarding and in-person service, reporting weekly to General Management.• Achievements: I managed to significantly reduce ally cancellation rates from 4.5% to 2% in just three months.

• Teacher of the debate team for Penta UC program for academically talented students.

• Executes an efficient energy project in the platform, based on a type B economical focus which leads to a triple impact (economic, ecologic and social.) The execution started in the second half of 2018.• Supervises in-app registered vehicle operations, improving and lowering the rates of unfinished trips.• In charge of complaints receipt through Zendesk and Aircall platforms, fulfilling daily metrics and improving the rates of customer's satisfaction.

• Dictates classes of Micro-enterprise and Micro-business Gestion.

• Responsible for generating public relationships with organizations associated to the NGO, and for creating the short- and long-term planning of projects. In charge of 20 employees.• In charge of analyze financial, commercial, and administrative aspects of the institution.

• Responsible for the creation, development and implementation of business. In charge of 9 employees.• Responsible for the creation, development and implementation of the business focusing on premium quality. In charge of 9 collaborators.• Leaders partner networking, achieving a strategic partnership with Cecinas Llanquihue (processed meat products company) becoming the only fast food business with its products within the region.• Responsible for the accountant and financial administration of the company.

• Responsible for the creation, development and implementation of the business. In charge of 130 collaborators. • Leaders the accountant and financial area of the company, achieves industrial services agreements with mining field companies such as Candelaria, Freeport-Mcmoran, Tech Carmen de Andacollo, Coemin, etc.• Participates in the building project of the sea water desalination plant in Caldera partnering with Minera Candelaria as contractor of civil works and metallurgical infrastructure.

• Responsible for providing support to the company's customer. reports toGeneral Manager.• Responsible for the registration and analysis of accounting information forthe company. Reports to the Finance Manager and is in charge of 8employees.• Responsible for the purchase of raw material to produce plastic bags.• Execute inventory turnover analysis to improve production efficiencyof the company.

• In charge of merchandising.• Production of events with ambassador brands.• Management of advertising contracts with companies.