Project & Operations Manager | Customer Success & Retention Specialist

Led operations teams and multidisciplinary squads to continuously improve user experience and digital-product adoption across Latin America. Managed operational delivery, including the help desk, with accountability for response times and service quality.

Directed Customer Success and retention teams, defining goals, KPIs, and strategies to reduce churn and maximize customer continuity. Analyzed user feedback and operational data to identify risk signals and customer-journey friction, collaborating with development and design teams to improve products.

Led regional teams responsible for supporting users during the implementation and effective use of educational platforms.

Designed adoption and training strategies for commercial teams and end users, supporting smooth transitions during new deployments. Managed internal and external stakeholders, resolving questions and deviations to ensure deliverable quality.

Coordinated international educational projects and integrated AI tools to automate content-production processes.

Acted as a liaison between development, design, and product teams, facilitating communication and resolving delivery blockers. Developed and analyzed performance metrics to optimize data-driven decision-making.

Provides freelance consulting for EdTech and government projects, translating business objectives into actionable operational plans.

Manages project risks, stakeholders, and impact KPIs while supporting innovation and operational strategy initiatives.

Designed indicator systems to evaluate the impact of public programs and prepared technical and executive reports.

Trained teams in data analysis, supporting evidence-based program monitoring and decision-making.

Designed and delivered training sessions for staff and school audiences.

Coordinated with educational institutions to align schedules, resources, and project implementation activities.

Led the implementation of educational programs in community centers and coordinated field teams.

Monitored program outcomes and measured implementation success to support continuous improvement.

Postgraduate specialization in Education and New Technologies.

Bachelor's degree in Political Science.

Executive program in Agile Methodologies.

Product Management program.

E-Commerce program.

Training in AI applied to processes, including Mermaid, n8n, Gemini, AI Studio, and Gamma.