Reporting to the VP of Operations and work closely with other EF English Live operation leaders in Brazil and EMEA. Additionally, I have added responsibilities for office management, ensuring the smooth operation of the office environment by supporting various functions, including HR hiring processes, managing comfortable workspaces, and handling accounts payable.

Reported to the Country Manager and had the opportunity to work in all areas of the operation and actively participate weekly meetings with Global Senior leaders of the company to review KPIs and set action plans. Overall responsibilities:Lead the optimization of operational processes to ensure efficiency and effectiveness across all aspects of the operation, working closely with marketing, sales, and post-sales teams to align strategies and initiatives, fostering a collaborative environment that drives business growth and customer success.Share insights and best practices with other operations teams in Brazil and across the EMEA region, contributing to the continuous improvement and standardization of operations practices.Establish KPIs to measure the success of operational initiatives, driving accountability and continuous improvement within the team.Bring initiatives to enhance the customer experience, ensuring seamless interactions and high levels of satisfaction throughout the customer journey.

Reported to the Country Manager, where my duties included the development and execution of strategies to improve customer retention and reduce churn. Additionally, I actively participated in weekly management meetings, providing presentations to the CEO and VP of Finance.Participate in the monthly review of churn provisions with VP of Finance and Business controllers providing insights and feedback based on customer interactions and payment trends from Latam markets.Work together with sales teams to identify opportunities for upselling or high churn risk offers, aiming to boost the profitability of the operation.Analyze customer data to identify trends, usage patterns, and areas for improvement. This information is used to inform strategic decisions and prioritize initiatives aimed at enhancing the customer experience.Key achievements:- Achieved a 20% reduction in churn across all Latam markets.- Increased the retention rates by 25%- Achieved a 50% increased in renewal rates.

Reported to Country Manager and led the Post Sales teams across Latam, which included Customer Service, Retention and Collections.- Overseeing the reconciliation process for payments received locally and cross-border from customers across various currencies and payment systems in Latam. (MXN, COP, CLP, VEF, ARS, USD)- Verifying the accuracy of payment records and resolving discrepancies in reconciliation reports.- Collaborating with finance and accounting teams to ensure accurate recording and reporting of financial transactions.- Identifying opportunities for automation and streamlining of workflows to improve productivity and reduce errors.

Reported directly to the Country Manager and was responsible for:- Addressing customer inquiries, concerns, and complaints promptly and effectively.- Ensuring high levels of customer satisfaction through timely resolution of issues.- Implementing strategies to enhance the overall customer experience.- Managing a team of customer service representatives to handle day-to-day interactions with customers.- Monitoring and managing accounts receivable for customers from Mexico and US (Hispanics).- Implementing collection strategies to ensure timely payment from customers.- Following up with customers on overdue payments and negotiating payment terms when necessary.- Participating in the hiring process for new customer service and collections reps.- Developing training programs to onboard and train new agents on company policies, procedures, and systems.- Providing ongoing training and support to ensure agents have the necessary skills and knowledge to perform their roles effectively.

Main responsibilities:Coding and entering expenses into the General Ledger.Conducting credit investigations for new customers and establishing credit limits.Managing accounts receivable.Initiating new purchase orders for the plant and ensuring smooth importation of shipments into the main warehouse in Mexico.

In this position, I had the opportunity to work in the Tax and Legal department auditing companies from various industries, primarily maquilas in the automotive industry located on the border with the United States.Overall responsibilities:- Fiscal services regarding employee compensation- Auditor for social security contributions and state contributions- Development and review of tax strategies (ISR, Social Security, Infonavit, state contributions)- Payroll administration and compliance with employer obligations