I am a senior operations and business development professional with more than 20 years of experience in areas such as customer experience, sales, consulting, recruitment, logistics, sales administration, and client relationship management.
I lead end-to-end operational processes, including talent acquisition pipelines, team coordination, workflow standardization, KPI monitoring, invoicing, collections, and service delivery. I have managed recruitment teams and concurrent vacancies while improving time-to-fill, placement performance, and client satisfaction.
I have a strong commercial background in freight forwarding and logistics, where I developed key accounts, managed multimillion-dollar sales pipelines, expanded regional commercial volume, and trained sales teams on products and pricing.
I am experienced in remote customer experience operations, resolving high volumes of customer inquiries, coordinating fulfillment, and managing returns and refunds while maintaining high satisfaction and response-time standards.
I am a certified competency evaluator under Mexican SEP/CONOCER standards and have assessed and certified more than 100 candidates. My strengths include client management, recruitment and selection, operational follow-up, analytics, administration, collaboration, and process improvement.
I work fluently in Spanish and business English, and I use platforms such as Podio, Monday, Shopify, Gorgias, and CRM systems to support efficient operations and customer-focused service.
I manage recruitment and operational activities for more than 30 active clients. I use structured communication strategies that have supported 70% client retention and repeat business.
I oversee an end-to-end recruitment pipeline across 20 concurrent vacancies, reducing average time-to-fill from 20 to 15 days. I lead a team of five recruiters, standardize workflows, and manage invoicing and collections tracking for more than USD 50K in annual billings.
I provide part-time remote customer experience support, resolving more than 100 customer inquiries weekly through email in Gorgias. I maintain a 95% customer satisfaction rate and an average first-response time below eight hours.
I coordinate order fulfillment with warehouse teams, resolve shipment incidents within 24 hours, and process returns and refunds while maintaining accurate customer records.
I led recruitment and consulting operations for more than 30 clients, maintaining a 90% client satisfaction score. I coordinated service delivery and operational follow-up across a team of 15 recruiters.
I designed and implemented five internal processes that reduced recruitment cycle time by 50%. I also introduced KPI monitoring, supporting revenue growth and expansion of the client portfolio from 10 to 30 accounts.
I evaluated and certified more than 100 candidates under SEP/CONOCER national competency standards, achieving a 90% completion rate.
I conducted over 100 competency assessments under EC0301, EC0217, and EC0076 standards, supporting candidate validation and professional development.
I developed more than 40 key accounts that generated over USD 1M in annual revenue. I focused on client acquisition, commercial relationship development, and account growth.
I increased commercial volume in the Bajío region by 90% through management of a USD 3M sales pipeline and account-level ROI tracking.
I led commercial development for the Freight Forwarding division in the Bajío region. I acquired more than 30 new accounts and supported regional business expansion.
I trained 50 sales team members on freight forwarding products and pricing, contributing to a 30% improvement in team quota attainment.
I led Telemarketing and Sales Administration teams totaling 10 people across Mexico. The teams achieved 80% of national targets and generated more than 80 qualified leads per month.
I implemented Balanced Scorecard reporting and CRM administration for 70 users, improving data accuracy by 80% and providing insights for the global marketing team.
Master, Family Sciences
Master in Family Sciences.
Bachelor's Degree, Marketing
Bachelor's Degree in Marketing.
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