- Structuring and leadership of the financial services and customer experience area (Customer service, finance, collections, retention, and churn recovery for national and international clients - Latin America).- Direct leadership and management of a team with over 15 people.- Management of customer service and retention indicators and metrics (NPS, CSAT, First and Full Resolution, contact rate, churn, customer retention, delinquency, and MRR management).- Reduction of company payment delinquency by 30% and an 80% increase in payment conversion.- Support sales, and customer success teams in negotiations with final clients (B2B and B2C).- Leadership of the project for the opening of a Legal Entity in Colombia and structuring of the electronic invoicing process following the laws, regulations, and cultural experience of the customer.- Automation and integration of the international payment platform: Ebanx and WorldpayLeadership of the project for implementing a third-party collection service to support the payment conversion area.

- Responsible for managing all projects and initiatives related to the financial operations area at RD Station.- Launched the RD Station CRM product for international markets (Colombia and Mexico).- Managed sponsorship receipts, billing, and customer service for RD Summit (the largest marketing and sales event in Latin America).- Mapped and optimized processes related to the billing system, including Revenue and Collections.- Led the Risk Management and Enablement Squad within the financial area.

Role as a customer service and experience analyst, handling financial demands such as service contracts, payments, delinquency collection, and invoicing.

- Invoicing for client companies and reporting to the electronic management system of the Spanish government.- Tax advisory for individuals and legal entities.- Income Tax declaration for individuals.

- Recruitment and selection for internship, and operations programs, acting as a Business Partner.- Reduced factory absenteeism by 25% in 5 months through the implementation of an organizational analysis project.- Managed HR KPIs (absenteeism, turnover, training, headcount, productivity), reporting to senior management and executives.- Developed employee training plans based on training needs assessment (TNA). Implemented an electronic training management system.- Worked on continuous improvement projects and reduction of human errors in the People Development pillar of WCM (World Class Manufacturing).- Led the Feel Good project, promoting health, balance, and well-being for employees.

- 40% increase in customer satisfaction through the development of a customer satisfaction survey and post-project feedback, utilizing the ServQual methodology.- Implementation of the quality control circle, using 5S methodologies, Pareto analysis, cause-and-effect diagrams, and standardization of the company's processes.- Administrative consulting for small and medium-sized business owners in the city of Lavras, conducting organizational diagnostics in human resources, process restructuring, finance, and marketing, followed by an action plan and assistance to clients.