Experience

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  Bt for global business

  Apr 2014 - Oct 2020

  Senior operations manager

  As a Business and Operations Leader, I developed and implemented technical operational process automation to achieve efficiency and speed in customer service. I managed teams of people who promote these values, contributing to the construction of a highly motivated and engaged team.I managed 200 professionals in 3 countries (Brazil, Colombia, Peru) who formed the multidisciplinary operations structure, speaking Spanish, English, and Portuguese, ensuring effective communication and objective coordination of these professionals.• Managed the implementation project of the Unified Response Architecture (URA) of the call center/operations for 24/7 customer service and support to client services across all of Latin America, ensuring continuity and quality of services.• Developed customer service processes, monitoring, and contractual performance compliance using continuous improvement methodologies (Lean) to optimize operational efficiency and customer satisfaction.• Implemented effective people management practices, promoting team collaboration and development, resulting in a customer-centric culture.• Ensured strict compliance with SLAs (Service Level Agreements) by implementing performance indicators and performance metrics to monitor and continuously improve the services provided.• Actively sought innovation and continuous improvement, bringing internal digital transformation to the company and efficient processes to reduce costs and increase operational effectiveness. Show less

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  Sencinet

  Oct 2020 - May 2022

  Senior operations and delivery manager

  Responsible for managing over 170 professionals, distributed across different countries in Latin America, developing and managing the company's digital transformation from its inception to its daily use by employees, using agile methodologies and Lean to ensure remote collaboration, effective communication, and alignment of objectives.Development and implementation of strategies to improve operational efficiency and customer experience, that is, "close the loop" flows with the final client, generating significant impact on Cross-Sell and Upsell of the company's product portfolio.• Developed and managed various projects for the implementation of complex network projects, including Cisco, Fortinet, and Huawei in multiple market niches (Financial / Telecom / Food / Automotive / Skin-care, etc.) and internal projects for CRM (Service Now), ITSM+ for the management of call center/operations in 5 countries in Latin America.• Developed and managed the implementation of a Unified Response Architecture (URA) for the operations/call center team.• Use of continuous improvement methodologies, such as Lean, to ensure compliance with performance and contractual indicators, improving efficiency and effectiveness of operations.• Implementation of risk management processes and performance monitoring, ensuring the quality and security of the services offered.• Leadership and people development, ensuring the motivation and engagement of team members, using continuous improvement methodologies. Show less

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  Cirion technologies

  May 2022 - Sept 2022

  Senior customer success manager

  Cirion Technologies is a Telecommunication company with global customers, serving connectivity and datacenter solutions.I was responsible for the customer success management in multiple levels, leading over 500 employees in English, Spanish, Portuguese, focused on Customer and Operations serving international "high-revenue" contracts, including Microsoft, Google, Amazon, Meta, and Apple.Key Tools/Knowledge: CRMs Service Now, Zendesk, Jira, Salesforce, HugspotKey Achievements: - Contract Renewal rate increase in 4% - Successfull product adoption rate increase in 5%- NPS/CSAT satisfaction indicators increase in 7% over 6 monthsKey Responsabilities:• Oversee customer interactions across multiple channels (phone, email, chat, and ticketing systems) to maintain exceptional response times and resolutions.• Design and implement scalable customer support processes, optimizing workflows for efficiency and automation.• Monitor key customer service KPIs (CSAT, NPS, response time, resolution time) and develop strategies for continuous improvement.• Manage customer escalations effectively, working cross-functionally with technical support and product teams to drive resolutions.• Collaborate with Product, Sales, and Customer Success teams to align customer feedback with product development and retention initiatives.• Ensure smooth onboarding and ongoing support for customers, driving adoption and reducing churn. Show less

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  Sencinet

  Sept 2022 - Feb 2025

  Sencinet is a Telecommunication company with 100+ customers based all over Latin AmericaI lead over 100 employees behind Customer Succes, Operations, Delivery, Infrastructure areasAchievements: - Improved NPS/CSAT score in 45% in 2 years - Reduced customer churn percentage in 30% in 2 years ( renewals increasing )- Increased contract revenue in 4% first year and 7% second year through upsell and crossellKey Responsabilities:• Serve as the main point of contact for customers, guiding them through the entire lifecycle—from onboarding to renewal.• Regularly check in with customers to assess satisfaction, address concerns, and identify opportunities for improvement or expansion.• Lead new customers through the onboarding process, ensuring they quickly and effectively adopt products.• Develop a deep understanding of Sencinet products, becoming a subject matter expert to provide customers with tailored advice and best practices.• Advocate for customer needs internally, ensuring that their feedback is relayed to product and development teams for continuous improvement.• Monitor customer usage and engagement data to proactively address potential challenges or risks.• Collaborate with customers to create success plans, ensuring they achieve their desired outcomes.• Own customer renewals by providing internal contract managers high-touch experience that drives customer loyalty.• Identify expansion opportunities within accounts, positioning additional services or product features to meet customer needs.• Work closely with Sales, Product, and Support teams to resolve customer issues and share insights for product enhancements.• Participate in team meetings, providing feedback and suggestions to improve the customer success function. Show less Leading a successful client-facing senior team across Latin America, responsible for a global and local portfolio of clients across various market sectors. I developed and implemented customer success strategies, proactively engaging with stakeholders across the organization to promote customer voice and introduce continuous improvements by launching new programs using CSAT/NPS/Cross-Sell/Upsell methodologies.• Managed remote teams in Colombia, Peru, Brazil, and Argentina, developing leadership and people management skills in different cultures and languages (Spanish, English, and Portuguese).• Built active relationships with teams from different disciplines to deliver roadmaps and key negotiations with suppliers and clients.• Developed and managed multidisciplinary performance indicators, including Operations, Field Services, Delivery, Pre-Sales, and Contracts.• Executed presentations to the company's board of directors and clients on various scopes, such as new products, performance tracking, and continuous improvement plans. Show less

  • Senior Customer Success and Operations Manager

    Jan 2024 - Feb 2025

  • Head of Customer Success

    Sept 2022 - Dec 2023
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  Hcltech

  Feb 2025 - now

  Customer success manager - latin america