• Lead and foster strong relationships between Business and Operations teams to ensure smooth operations, customer satisfaction, and compliance with Citi’s guidelines and local regulations.• Serve as the primary point of contact for clients, optimizing both transactional and non-transactional processes to drive continuous improvement in the customer experience.• Coordinate cross-functional teams to ensure seamless execution of client requests, leveraging operational efficiencies to deliver results.• Drive business growth through strategic involvement in digitalization initiatives, product development, remediation efforts, and campaign management.• Ensure alignment with business objectives by ensuring full compliance with Citi’s policies, procedures, and local regulations, while maintaining a focus on meeting client needs and achieving long-term success.

• Conduct market research and prepare business reports.• Develop a project to optimize the transport and logistics process for pharmaceutical products.• Monitor and integrate the commercial, quality, and pharmaceutical areas.• Conduct internal procedure audits.Key Achievements: Analyzed market data to prepare reports and present business plans to management; Developed an improvement project to prevent temperature deviations during the handling of pharmaceutical products in the supply chain at the airline’s main hubs; Improved communication between departments to ensure quality and compliance with industry regulations.

• Track, communicate, and impact key performance indicators such as customer risk, satisfaction, on-time delivery, among others.• Ensure compliance with workflow planning.• Oversee performance according to site-level KPIs.Key Achievements: Improved communication regarding workflow status between Operations and Area Managers, escalating any customer experience risks to senior management; Advised, coached, and effectively supported new managers and colleagues on central flow standards and procedures; Successfully analyzed numerical data to assess situations and take appropriate actions within the company.

• Develop business and marketing plans.• Prospect, search for, and follow up with clients to ensure business.• Process information through social media channels.Key achievements: Established the commercial and marketing program by implementing brand standardization processes; Successfully maintained consistent growth in achieving commercial objectives and measuring customer satisfaction through after-sales service; Increased engagement and follower metrics by generating informative, value-driven content and analyzing data collected from social media.