Business Process & Project Manager

I lead end-to-end process improvement, automation, and operational transformation projects, coordinating Technology, Operations, and external providers from requirements definition through implementation, testing, and continuous improvement.

I increased operational update automation from 89% to 94%, freeing approximately 0.5 FTE per shift for direct customer support. I also led call center analytics and real-time dashboard implementations that improved calls answered within the five-second SLA by 9 percentage points.

I implemented automated performance reporting, KPIs, and incentive mechanisms that contributed to lower turnover and absenteeism and reduced paid overtime. I also designed customer success and operational dashboards using Claude and Looker to improve portfolio visibility, prioritization, and data-driven decision-making.

I led Operations, Quality, and Account Management teams, with responsibility for customer experience, retention, account growth, and operational performance.

I led the implementation of Freshdesk and Freshchat, including workflow design, automations, WhatsApp API integration, interaction tracking, and customer satisfaction measurement. I defined customer experience use cases and requirements for an AI chatbot that automated approximately 30% of conversations and reduced average handling time from two minutes to 30 seconds.

I implemented Zapia automation for quarterly customer outreach, increasing completion from 40% to 100%, and developed AI-supported reporting with Claude and ChatGPT. I also implemented NPS and customer experience dashboards and supported farming, upselling, and contract extension strategies that contributed to 90% customer retention.

I managed payment operations, workflows, and reconciliation reporting in a fast-paced, multicultural environment.

I coordinated with banks and technical teams to resolve discrepancies, monitor approvals, and ensure SLA compliance. I also identified process improvement opportunities and proposed data-driven solutions in collaboration with cross-functional stakeholders.

I led the Customer Experience team and cross-functional process and product improvement initiatives, connecting customer feedback with Product, Technology, and Operations teams.

I led requirements gathering, workflow design, and implementation of a ticketing system that improved traceability and reduced human data-entry errors by 99%. I also implemented a CRM-based returns workflow that increased customer satisfaction by 5 percentage points and reduced returns by 10%.

I identified customer retention opportunities, coordinated implementation of a retention system that improved retention by more than 15%, and used Excel and Tableau to analyze customer trends and prioritize customer experience and product initiatives.

I managed strategic customer relationships, market analysis, and commercial opportunities.

I negotiated contracts and developed solutions aligned with customer needs and business objectives.

International exchange program.

Training in social media content creation.