Oversee daily operations of the department, ensuring smooth workflow and timely completion of tasks. Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows. Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions. Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity. Responsible for guiding the team, keeping a goal-oriented mindset and ensuring proper process execution.

Served as initial point of contact for the brand, conducting meetings with facilitators, as well as with the Director and Vice-President to discuss performance, special client needs, and to evaluate results. Responsible for auditing outgoing invites and emails. Managed team tasks and workload distribution. Hosted quality and performance meetings with the brand coordinator for internal feedback, keeping track of tasks and workload. Kept track of requests received, analyzed data, and revised with sender. Responsible for workload distribution and tracking training results. Conducted pre-launch revision and approval meetings with the Senior Manager of Education Development and the Manager of Education Design for each of the created and outgoing invites. Created annual reports for Stakeholders and the Development and Execution Director of the brand. Facilitated team training sessions (Breakfast session) to discuss in-person-training challenges and to reinforce process knowledge. Created handouts with process overviews. Created a task checklist for in-person-trainings to assist the team and new members in ensuring quality and timeline completion demands were achieved. Led and structured the practices of the engagement committee, established development platforms for team members to broadcast their talents and to promote internal and external networking amongst teams. Currently in charge of training new members for the AVEDA moderator role. Created a study plan and interactive material to certify members for cross-functions. Identified team members with training talent and involved them in training processes to develop their skills. Created and showcased the 'NA Presents Video,' starting with a presentation video of the Point-of-Sale Department to expand the knowledge of NA work processes. Currently working on the Education Department Video. Currently involved with the planning of the OneSource Career Fair as the appointed NA region representative, in collaboration with representatives of the other business units. Became the Growth Ambassador, assisting co-workers in their development plan. Designed the Wall of Fame program to grow team motivation, ensuring the delivery of great results on predetermined and identified areas of opportunity. Launched the Education Force Teams platform, a platform where the team can find training material for each of our brands that also works as a cross-training tool (process-wise and market). Introduced and implemented strategies and new procedures to ensure targets were met by identifying areas in need of improvement.

Responsible for elaborating and coordinating training seminars for retailer's sales team in the US territory. Led the Panama COE Clinique team and created procedures, processes, and training material that are currently in place. Led meetings with Facilitators and Directors, cascading information to the team and elevating any concerns or challenges, providing solutions, best practices to implement, and monitoring the quality of our team performance. Led the Panama COE Aveda team, created procedures, housekeeping dynamics, session formats, and training material, providing space for each coworker to develop leadership skills in every session. Trained new hire coworkers and executed refreshers to fortify team knowledge on our processes. Created a Producer and Administrative COE Process documentation, best practices, and step-by-steps. Currently leading the Estée Lauder brand trainings for US and Canada, adjusting to our customer's needs and created training material for a backup plan for our last season.

Responsible for the process of hiring US candidates for the company's brands Point of Sale. Created I9 training documentation. Helped recovering the HR Onboarding team Quality Assurance results by creating a checklist for all our procedures to improve team performance.

Responsible for all international sales for each product line. Used marketing techniques, anticipating and recognizing new opportunities by proactively making surveys as a follow-up tool. Maintained constant communication with suppliers, vendors, and customers. Responsible for the execution of price analysis to elaborate competitive commercial quotes, ensuring gross margin profitability of the possible sale. Exceeded the amount of established metrics, analyzing over 40 commercial quotes per day considering best prices and quality of the item, product, or material.

Executed top-level customer service at all times. Responsible for expediting goods for clients by managing the entrance of all urgent requests. Maintained ongoing communication with the buyers, suppliers, and branch plant facilities. Bought indirect services and items to supply and fulfill manufacture needs.

Responsible for updating prices given from suppliers for the elaboration of Purchase Orders. Reviewed and analyzed best options, evaluating best prices, quality, and estimated time of delivery.

Responsible for implementing procedures for LATAM Weatherford by integrating Panama WP Products and procurement services. Responsible for purchasing all required items for the elaboration of parts for the Latin America Supply Chain. Verified prices and estimated time of delivery to comply with operational needs.

Responsible for Accounts Grief Resolution, Funds recovery, credits, and debits elaboration.

Responsible for analyzing freight charges, clearing all grief, to assure that charges are correct.

Collected client's debt over the phone while providing good customer service. Exceeded expectations in the amount of money per hour collected and quality customer service standards.

Enabled agents to meet customer's expectations by providing all the necessary tools to acquire great knowledge of the product itself, focusing on excellence for good customer service. Provided direct coaching and feedback to agents in Panama and agents in the United States via chat and e-mail. Developed leadership skills and elaborated a stationary to ensure that all agents followed quality procedures. Decreased the amount of low percentages in quality, increasing the quality rate to a minimum of 96% per month.