B2B Account and Operations Manager

Managed an end-to-end portfolio of more than 200 key corporate accounts, providing contract follow-up, financial clarification, and tailored support to business decision-makers. Maintained a 92% customer satisfaction score and coordinated with Finance, Legal, IT, Sales, and Human Resources to reduce response times by 25%.

Led client service and operational support strategy for demanding corporate users. Improved communication and onboarding workflows, achieved a 90% first-contact resolution rate, ensured SLA compliance, and managed escalation channels for rapid issue resolution.

Redesigned the full billing, document control, and collections cycle for B2B accounts, reducing overdue receivables from 70% to 1–3%. Led a multidisciplinary team of 12 employees and managed purchasing and OPEX/CAPEX budgets, reducing expenses by 10%.

Managed more than 1,200 annual corporate reservations, ensuring SLA compliance and optimizing meeting room scheduling. Coordinated post-event follow-up to gather client feedback and support service quality.

Achieved a 90% first-contact resolution rate for customer requests and implemented an inventory control model that reduced internal shortages by 15% while eliminating excess inventory.

Comprehensive education in business administration, finance, and business operations management, with a professional focus on process improvement, operational efficiency, and B2B customer service.