Our lifestyle and travel habits have evolved, shaping our preferences for accommodations towards places that feel like home. Amidst the abundance of choices between hotels and short-term rentals, other options await exploring.My experience as a consultant in the traveling and tech industries has afforded me insights into the evolution of lifestyle and travel habits. I’m developing a solution that simplifies transactions between homeowners and guests while establishing a risk-free environment for both parties.

I will help you to uncover a competitive advantage by delivering an exceptional customer experience. Together, we can accomplish this by crafting a tailored plan for you, which may involve:- Reviewing end-to-end customer journey- Establishing a customer-centric culture- Developing dashboards to track CX key metrics- Turning customer feedback into action plans- Optimizing customer support channels - Implementing a Voice of Customer program- Aligning employee incentives - Rethinking retention metrics and upselling opportunities - Conducting experience auditsThe ultimate objective is to cultivate loyalty and advocacy among your customers, leading to sustained growth and success for your business in the long run.

As the Head of Experience Operations, I spearheaded the Customer Experience strategy for Latin America. This involved managing the regionally distributed teams in charge of Insights, Digital & Member Support functions. Leveraging thousands of monthly data points, I distilled insights and trends gleaned from the customers to understand the overall product experience and ensure local teams addressed their needs and preferences effectively.Through a weekly cadence process with regional and country leadership teams, my role was to guarantee top-notch service delivery across all our operational areas. Reviews included key metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Retention Rate, and Support Response and Resolution times.

I expanded and operated the company's first official Voice of Customer Program across Latin America where we exceeded all KPI results in every part of our member's journey. As the program owner, I set priority projects with the Global and Regional leadership teams and ensured the business turned insights from our member's feedback into action. In addition, I led the efforts to establish the global renewal initiative as an essential part of the company's customer retention strategy.

I managed cross-functional expansion initiatives into new markets across Latin America, forecasting and addressing potential challenges to ensure the timely and seamless opening of new locations. In this process, I guaranteed we were hitting project milestones while ensuring we were upholding the exceptional standards of our product and service offerings. This multifaceted responsibility spanned various functions including Real Estate, Legal, Construction, Technology, Growth, Community, and Building Operations. I played an integral role within the expansion team, contributing to the successful launch of 12 out of the 14 cities in 7 countries where the company established its presence in the region.

I managed the expansion process across Latin America primarily for the Community function. My role encompassed tasks of a different nature: From sourcing and hiring candidates who would execute the sales and operations strategy in our pre-opening phase, to creating and implementing new operating models to accelerate our growth considering local needs and nuances.

During this rapid growth phase, I was part of the hiring committee for Community team members whose main responsibility is to deliver WeWork's differentiated experience in our locations. I created, implemented, and documented processes and best practices in key areas such as Community, Sales, Finance, and Building Operations. These efforts facilitated our rapid expansion across the region, enabling us to scale internationally to dozens of locations across various countries.As Community Manager, I led a business unit and team to create a collaborative environment amongst our members, reach our monthly sales goal, manage churn, and ensure the building was fully operational. Tasks included hitting financial goals, delivering the best customer service and experience, and maintaining company standards and brand guidelines.

As part of the first 5 team members in Latin America, our primary objective was to secure the first hundreds of WeWork members in the region. Based in Mexico City, we formulated and executed the sales strategy, conducted brand awareness campaigns, established relationships with local vendors, and negotiated benefits for our community with key partners. Additionally, I worked on the communication and localization strategy of our products and services.We achieved full occupancy at our first location in Latin America, with a substantial waitlist for future sites. We forged partnerships with leading players in the startup and enterprise ecosystem and organized impactful events. These endeavors made WeWork the most aspirational and desirable workspace in town forming a solid foundation for regional expansion.

I managed a startup portfolio of companies selected to participate in "The Digital Entrepreneurship Center (Centro de Desarrollo de Negocios Digitales)" project, a collaboration with Medellin's innovation agency Ruta-N.

As Project Manager at Xcale, operating within the Boston/Cambridge hi-tech ecosystem, I facilitated US business immersion and prepared startups for market access and investor engagement. Leveraging extensive networks across major US innovation and entrepreneurship hubs, we positioned startups for grants, potential joint ventures, or venture investments.

Financial Coordinator at NextLab, a program developed at the Massachusetts Institute of Technology (MIT) Media Lab between 2006 to 2012, and a spin-off with operations in Mexico and the US. Tasks included overseeing the daily financial operations across all company verticals and projects, I ensured the smooth functioning of financial activities. This encompassed monitoring and analyzing data, preparing periodic financial reports, and reconciling project records. Additionally, I played a key role in managing government grant applications and ensuring compliance with awarded grants, establishing and monitoring project budgets, and providing financial insights to the CEO and functional heads.

Oversaw the day-to-day operations of three retail stores within the family business. My focus was on maximizing sales, ensuring profitability, and maintaining excellent customer service. Responsibilities included tracking sales goals and expenses, managing a team of over 10 employees, overseeing recruitment and training, monitoring performance, establishing schedules, managing inventory and vendors, and setting pricing policies based on sales data.

As an intern at the Corporate Affairs Vice Presidency, I supported financial analysis within Social Responsibility programs, primarily focusing on the "Bloqueras Solidarias" project. This sustainable housing initiative, recognized by the United Nations and co-financed by the Inter-American Development Bank, aimed to alleviate extreme poverty in Colombia. My responsibilities included ongoing tracking and management of all social responsibility programs, monthly reporting and analysis, and periodic performance reviews with stakeholders.