I am a global operations and customer support executive with more than 10 years of leadership experience across customer support, technical support, trust & safety, and business operations.
I have led large multicultural teams of 3,000+ employees across LATAM, North America, EMEA, and APAC, with responsibility for service delivery, workforce strategy, KPI governance, and operational excellence.
My background includes full P&L ownership, forecasting, EBITDA management, and executive stakeholder management, working closely with C-level leaders on growth, transformation, and operating model design.
I have delivered measurable business impact through automation, analytics, and digital transformation, including cost reduction, improved CSAT, lower repeat contacts, and stronger productivity.
I have also built and scaled international service delivery hubs and supported rapid operational expansion, including large team ramp-ups and process redesign initiatives.
I am comfortable leading remote and hybrid operations, managing vendor and escalation environments, and driving continuous improvement in complex, high-volume organizations.
I am open to senior leadership opportunities where I can help scale customer operations, improve performance, and deliver sustainable business results.
Directed global customer support and technical support operations across streaming, aviation, hospitality, fintech, and language services. Led multicultural teams of more than 3,000 employees, owned P&L and operational governance, and partnered with C-level executives on strategy and transformation. Implemented automation and digital transformation programs that improved CSAT, productivity, and profitability.
Led regional customer and partner operations during the COVID-19 period, ensuring service continuity and operational resilience. Developed payment validation improvements that reduced payment errors by 40% and implemented machine-learning fraud detection initiatives with 92% accuracy.
Managed supervisors and frontline operations with accountability for service delivery and KPI achievement. Led onboarding, workforce planning, performance management, and operational improvement initiatives.
MBA, Operations, Production and Service Management
Bachelor's Degree, Industrial Engineering
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