Managed B2B client relationships and customer success initiatives, focusing on retention, revenue growth, and operational efficiency. Managed the full customer lifecycle from onboarding to ongoing relationship management for B2B clients. Identified opportunities for account expansion through upselling, tailored proposals, and pricing optimization. Maintained proactive communication with clients, addressing service needs and resolving issues quickly. Coordinated operational processes including order fulfillment and shipment management. Gathered customer feedback and translated insights into service improvements to enhance customer experience. Increased B2B revenue by 20% within one year through strategic account development. Improved customer retention from 75% to 90% via proactive account management and personalized support. Achieved 95% customer satisfaction by delivering tailored solutions and responsive service. Reduced customer response time by 50%, significantly improving service efficiency. Increased order fulfillment speed by 30%, enhancing operational performance. Optimized pricing strategy, increasing profit margins by 10%.

Managed third-party service providers and cross-functional operational teams within BPO environments. Supported cost optimization initiatives including workforce modeling and pricing adjustments. Participated in commercial discussions impacting budgeting, forecasting, and profitability. Oversaw SLA compliance and performance governance across internal and external stakeholders. Acted as escalation point for service delivery and operational performance issues. Quickly removed the account from hypercare, reducing Attrition from 39% to 7%. Improved the client's KPIs from 55% to 95% compliance. Reduced absenteeism from 24% to 14%. Improved revenue from $67k to $130k and the contribution margin from -131% to 14%. Improved training yield from 29.1% to 68% and handle capacity from 56% to 85%. Renegotiated agent salaries by 5% by re-profiling them and meeting performance objectives.

Managed the forecast (H2F, O2F, H20) and the account’s budget according to the client's locks to meet service levels depending on the season. Monitored and controlled KPIs and SLAs through constant communication with the training, HR, WFM, quality, and team managers support departments, to identify trends in favor of compliance and/or continuous improvement of metrics. Identified and implemented action plans that contribute to a successful relationship with the client according to their needs and compliance with requirements, product improvement, and quality of service. Carried out one of the most challenging LOBs of the campaign in a period of 2 months. Improved the client's KPIs from 65% to 95% compliance. Reduced the absenteeism of the operational team from 24% to 14%. Increased coaching compliance from 65% to 100%. Improved attrition from 20% to 8%.

Monitored and controlled KPIs and SLAs according to the operational strategy, with the support of the training, HR, WFM, quality, and agent departments, to identify trends and continuous improvement of metrics. Trained and monitored a team of agents to constantly improve their performance and control their absenteeism. Obtained, for 3 months in a row, the team with the best performance and a 40% improvement for Q3 and Q4 agents. Improved attrition from 18% to 7%. Reduced the absenteeism of the operational team from 20% to 10%.

Provided accurate information about providers' claims and appeals status with Cigna (doctors and nurses), medical benefits, eligibility, and pre-certification status. Took escalations and provided the fastest and most accurate solution to the supplier. Tier 1 for 5 months in charge of the nesting process of the waves that were in RAMP, training and helping a total of 100 new people.

Positioned the brand in both B2C and B2B channels, creating commercial strategies and controlling KPIs for the region, event organization for sales, design for all communication digital and retail channels, and managing a group of 30 sales representatives for retail and doctors. Opened and positioned the brand EXEL in Latam in retail stores (Fedco, Piel y Vida), growing it 4X from 2013 to 2014 and a sustained growth of 40% in the following years. Led digital marketing campaigns including ads and influencer strategies to position the brand. Created retail key events customer loyalty, enabling a successful commercial strategy and training for my sales force within the professional channel to increase sales and customer loyalty in Beauticians and Doctors.