• Provide leadership to the Customer Service area ensuring the delivery of the service model standards• Plan and implement business strategy, supporting strategic initiatives in collaboration with stakeholders• Develop KPIs and metrics for process improvement, following compliance with corporate policies, and procedures• Liaise with cross-functional teams to develop and implement operational procedures and protocols• Collect, extract, and analyze data to generate business and operational management reports• Support in planning and delivering the annual corporate budget for Customer Service area• Coordinate daily operations to assure clients are answered accurately and in a timely manner• Manage, guide and coach the team to improve performance and guarantee clients’ satisfaction• Perform and monitor operational risk assessments to identify solutionsAchievements:- Improved SLA from 85% to 90% in 2020- Increased the customer service quality by 15%- Developed and implemented a project management tool to keep track of all activities and tasks

• Managed and planned daily activities, creating, and executing action plans to achieve maximum results • Coordinated the financial performance reporting and analysis, as well as forecasting and sales pipeline• Spearheaded risks management and implemented indicators to reduce costs and increase growth