General Manager and Strategic Operations Leader

Led Colombian and global operations for a US-based trucking BPO and managed-services provider delivering safety compliance, dispatching, load planning, recruiting, and outsourcing services. Scaled the local division from 1 to 31 employees through full-cycle hiring, onboarding, organizational design, and leadership across five operational verticals.

Drove 400% MRR growth and 1300% client-base expansion through sales negotiations, pricing changes, and a strategic shift from staffing to managed services. Led the Watchtower safety operating system roadmap and launched an MVP in three weeks using Cursor and webhook-based ELD integrations, reducing monthly alerts for a key client by 96%. Implemented CRM, ERP, Notion, and Aircall systems and designed a Tier 1/Tier 2 operating model across India and Colombia.

Served as the sole salesperson for a high-end short-term rental portfolio in Chicago, managing inbound leads from Airbnb and direct booking channels. Owned the full guest and sales lifecycle, including communications, pricing negotiations, account management, and booking fulfillment.

Generated more than $600K in closed sales revenue, contributing 25% of total company revenue. Captured high-value market share through aggressive lead conversion and personalized service for luxury rental clients.

Led a critical international restructuring for an influencer marketing platform facing financial insolvency across Colombia, Mexico, and Peru. Conducted an administrative audit covering contracts, compliance requirements, financial discrepancies, and legal exposure.

Designed and executed a restructuring and cost-reduction plan that reduced headcount by 71% while preserving business continuity and avoiding bankruptcy. Managed the cross-functional transition, including the strategic elimination of the leadership position.

Led the Colombian market entry for a health-tech and pharmaceutical company. Designed the expansion roadmap across legal, accounting, operational, and regulatory requirements.

Oversaw budget planning, financial management, and end-to-end country operations. Spearheaded the acquisition of a critical pharmaceutical license in collaboration with technical directors to accelerate operational readiness.

Pioneered business development and strategic partnership initiatives for English- and Spanish-speaking markets. Directed sales and operations strategy supporting expansion across the United States, United Kingdom, Canada, Australia, Spain, and Latin America.

Improved customer lifetime value by managing sales, onboarding, and retention workflows using HubSpot, 8x8, and Intercom. Aligned product-roadmap priorities with market demands and coordinated multichannel marketing efforts to strengthen product-market fit.

Managed commercial and administrative operations for a logistics company serving US, Canadian, and Mexican freight markets. Increased annual revenue from $800K to more than $4M USD within two years, representing 400% financial growth.

Built and led a sales engineering team, developed targeted sales strategies, and managed high-volume freight operations and carrier relationships. Led a Salesforce ERP migration from HubSpot, including technical requirements and logistics customer database development, while providing leadership to accounting and customer care functions.

Worked in high-volume BPO environments supporting major telecommunications and consumer accounts. Progressed rapidly from customer service agent to floor supervisor through strong leadership, quality performance, and sales results.

Delivered customer operations for Tier 1 accounts including Xfinity, Google, and AT&T. Consistently exceeded quality and sales metrics across multiple service campaigns and BPO platforms.

Studied Business Administration in Bogota, Colombia.