Build and maintain Tableau and Salesforce dashboards to inform business operations decisions.-Built the first customer support metrics Tableau dashboard for US operations, using metrics such as incoming call volume, call acceptance rate, SLA, hour distribution and CSAT to provide insights on staffing plans, team performance, training needs and call volume distribution.Deliver analytical reports and insights based on data analysis and user research to gain operational efficiencies and improve the user experience.-Created a data model in cross-functional collaboration to understand churn and establish future projects to increase customer retention.-Uncovered sign-up flow roadblocks by combining support feedback and data analysis of dropped users during different signup stages to inform a solution backlog of work for the engineering team.Collaborate closely with cross-functional departments to identify customer pain points and propose solutions to improve the customer journey and operation products.-Analyzed the accounts review process for the Risk & Fraud team to understand process effectiveness and correlation with churned merchants.-improved existing Chargeback Ops data model and created a Tableau dashboard to understand chargeback rates and trends across different technologies, MCC, and merchant types.Evaluate and implement new customer experience operations products.-Implemented the Tixtime tool in the US as workforce management to improve the allocation of agents in different channels and improved productivity metrics reporting. -Designed and managed the implementation of the first comprehensive and scalable interactive voice response (IVR) to enable customer-need-centered call distribution and allocation.

- Led a team of five skilled salespeople, providing guidance, training, and support to handle escalated customers and partners.- Conducted business development projects working closely with the software engineering and marketing team. In particular, I spearheaded the analysis, development, and execution of enhanced customer acquisition workflows.- Designed and analyzed surveys for customers and partners to gain valuable insights into their journeys. By collecting and interpreting data from these surveys, I was able to identify areas of improvement and make decisions to enhance customer satisfaction and engagement.- Played a pivotal role in managing relationships with landlords'. I effectively negotiated, mediated, and resolved conflicts between landlords and tenants, ensuring mutually beneficial outcomes and maintaining positive long-term partnerships.- Developed and maintained key accounts - Remote Year.- Oversee website content for over 2,500 apartment listings. I ensured accurateand up-to-date information was presented to potential customers.- Supported hiring processes.

Recruitment and selection of staff across all levels and units of Ecuador based program of international NGO.- IT analysts.- Program Managers and Coordinators.- Social workers.Applied and analysis of psychological tests and wrote selection reports.

Managed the full life-cycle recruitment process, selection, and hiring of all staff levels for three cities, seven movie theaters, and 400 employees. Average of 25 onboarding per month. - Team member- Human Resources Analysts- Maintenance Technicians- Operations ManagersEvaluated and proposed strategies of organizational development, psychosocial risk, and occupational healthManaged counseling strategies related to personnel management.