Lead end-to-end onboarding and implementation activities for new enterprise accounts, coordinating agreements, order creation, delivery timelines, stakeholder communications, and operational readiness to ensure successful customer adoption. Support strategic enterprise accounts, including Hartford, Johnson & Johnson, Kenvue, Abbott Laboratories, Eastman, and Cardinal Health, with portfolios exceeding 2,000 leased devices and technology solutions, coordinating operational requirements and ensuring alignment with customer expectations and business objectives. Partner with Business Development and Sales teams to support new customer acquisitions, coordinating onboarding, implementation planning, operational readiness, and customer transition activities. Oversee the operational lifecycle of leased equipment, supporting implementations, returns, replacements, asset transfers, equipment losses, and trade-in activities while maintaining service continuity and account accuracy. Collaborate with Sales, Service Delivery, Finance, Contract Specialists, and customer stakeholders to resolve complex operational issues and support successful account outcomes. Manage customer requests, operational cases, and account activities through Salesforce, handling multiple daily requests while ensuring SLA compliance, timely resolution, and on-time delivery across enterprise accounts. Served as a Subject Matter Expert (SME), supporting onboarding and training initiatives for 20+ team members while promoting process consistency and operational excellence.

Developed executive dashboards and performance reports for commercial leadership teams across Central America, supporting regional budget forecasting, operational efficiency, and strategic decision-making. Analyzed commercial budgets, forecast cycles, and departmental performance data to identify variances, support financial planning initiatives, and contribute to annual budget development across commercial operations. Coordinated with external service providers, validating service delivery and invoice accuracy while supporting purchase order requests, budget tracking, and operational continuity. Developed workforce forecasting models and capacity plans to align staffing levels with customer demand, improving service coverage and operational efficiency across retail locations.

Coordinated operations across multiple client programs, leading Team Supervisors and supporting teams of approximately 40 customer service representatives. Managed operational performance through KPI analysis, including service levels, quality, productivity, attendance, and customer experience metrics. Facilitated weekly business reviews with Operations, Workforce Management, and Finance teams to monitor account performance and support operational planning. Presented monthly operational results, performance trends, and improvement initiatives directly to client stakeholders. Served as a key liaison between internal teams and clients, supporting escalations, performance improvement plans, and business continuity initiatives. Contributed to the launch, stabilization, and ongoing management of new client programs, supporting operational readiness, service delivery, and performance objectives.

Led teams of 20–25 customer service representatives, driving performance across service levels, quality, productivity, and customer experience metrics. Developed and executed coaching plans, performance reviews, and corrective action initiatives to improve individual and team results. Monitored operational KPIs, identified performance gaps, and implemented action plans to achieve business objectives. Served as the primary escalation point for complex customer situations, operational issues, and service delivery challenges.