CRM Management: Oversee the CRM system's functionality to ensure accuracy and efficiency, managing approximately 900 entries per quarter. Implement quality control measures and conduct regular audits to maintain up-to-date data, resulting in a 50% improvement in lead follow-up rates.Sales Compensation Analysis: Conduct thorough analysis and review of the sales compensation structure. Identify areas for optimization, achieving a 62% increase in accuracy during compensation audits and dispute… Show more CRM Management: Oversee the CRM system's functionality to ensure accuracy and efficiency, managing approximately 900 entries per quarter. Implement quality control measures and conduct regular audits to maintain up-to-date data, resulting in a 50% improvement in lead follow-up rates.Sales Compensation Analysis: Conduct thorough analysis and review of the sales compensation structure. Identify areas for optimization, achieving a 62% increase in accuracy during compensation audits and dispute reviews. Partner with Finance and HR to adapt strategies based on findings to align with business objectives.Contract Auditing and Maintenance: Spearhead the audit, maintenance, and simplification of contract workflows within Salesforce and X-author. Collaborate closely with Legal, Sales, and Operations teams to streamline and consolidate contract templates, reducing the number from 16 to a cohesive set of 5. This initiative has improved document accuracy and minimized back-and-forth interactions between Sales and the contract processing team, enhancing efficiency and ensuring compliance.Data Analysis for Strategic Insights: Analyze sales data from multiple sources to identify trends and actionable insights. Provide monthly reports to the sales team, supporting decisions on go-to-market (GTM) strategies and reducing dispute interactions by 64%.Cross-Functional Collaboration: Lead communication and coordination efforts across Sales, Compensation, Marketing, and Finance teams. Streamline key workflows to reduce processing times, align on strategic initiatives, and boost overall operational efficiency and revenue growth. Show less

Stabilized the subscriptions team operation after a backlog with limited resources in 6 months.Audit and rework work instruction documents for the subscriptions team.Collaborate with the legal team to update subscription contracts downsizing customer contracts from 10 different contracts to 2 comprehensive contracts for better customer experience.Coordinate team operations in high-fluctuant operation to maintain SLA of 24-48 hours response time.Coordinate refresh training with… Show more Stabilized the subscriptions team operation after a backlog with limited resources in 6 months.Audit and rework work instruction documents for the subscriptions team.Collaborate with the legal team to update subscription contracts downsizing customer contracts from 10 different contracts to 2 comprehensive contracts for better customer experience.Coordinate team operations in high-fluctuant operation to maintain SLA of 24-48 hours response time.Coordinate refresh training with other teams to clarify the current team’s scope.Experience with the Order Entry and Contracts teams. Show less

Transitioned the subscription operations from the former team in the USA to Costa Rica while mentoring and training 9 different agents all of them with performance evaluations of +90 average.Managed an average of 25 subscription-related escalations through email and phone calls per day.Processed credits for subscription charges while coordinating with finance teams for proper execution.Audited subscription charges for big customers with +100 accounts to ensure proper billing.

Manage email escalations with a response time of 24 hours or less.Provide training sessions on software such as OrthoCAD to doctors and practice staff.Order entry in SAP for supplies for a catalog of over 50 products.

Fulfilled and exceeded customer satisfaction goals in a consistent manner.Provide support to the iTero line of products over the phone and email to orthodontist, dentists and practice staff.

Top performer for several months in the Capital One fraud prevention team.Handle an average of 30 calls per day related to fraud prevention for Capital One.Provide support to different banking products from Citi Bank such as savings, checking, credit accounts and the Citi Bank’s website.