Managed to improve quality metrics, quality in service, customer perception, establish and create processes and KPI’s, as well as achieve a solid and efficient team. Participated directly in the achievement of global projects such as the unification of processes, integration of a new telephone system and tickets, creation of a complaints system and comply with regulatory requirements such as the CFPB. Reduced customer service complaints by up to 70%.

Managed teams with personnel from various backgrounds. Participated in improvement projects, annual organization of the national sales convention in the USA, maintenance of quality standards in service, elaboration of personnel goals, elaboration of strategies for improvement of operation and sales, control and achievement of standards and metrics of a call center, achieved sales goals and maintained and grew the agent portfolio.

Managed logistics control, implementation of time and money efficiency strategies, management of customs procedures, inventory management, audit management, control/supervision of personnel and management of the operation of the distribution center in general, air and freight cargo logistics.

Supervised production, customer service, inspection of raw materials and finished products, process audits, creation and documentation of processes, management of production personnel, analysis of reports, continuous improvement, timely detection of product with defects, correction in production, etc.

Managed daily operation, personnel, maintenance of KPI’s, development of strategies, management of difficult situations, customer service, complaints handling, training new personnel, detection of needs, proposals for operational improvement, etc.

Control and management of the store, personnel management, image of the store, accounting of the store, control of values, customer service, inventory and merchandise management, sales strategies, reception of suppliers, etc.