Open to opportunities

Akyanaid Guerra

@akyanaidguerra

Bilingual Operations Manager | 6+ yrs in B2B SaaS & CS | Seeking remote CSM, AM, or Ops roles | Native EN/ES | HubSpot & Lean Six Sigma certified

Colombia

Message

What I'm looking for

I’m looking for a customer-obsessed team where I can scale customer success from the ground up—owning account health, SLAs, and KPI-driven QBRs—while leading cross-functional teams and reducing escalations through process design and coaching.

I’m a Bilingual Customer Success Manager with 6+ years driving account performance, retention, and cross-functional collaboration across multi-stakeholder B2B environments. I specialize in building scalable processes from zero and turning operational data into better outcomes for customers.

In my current role as Operations Manager at Health Prime International, I built LATAM operations from scratch as the first Colombian hire. I own end-to-end delivery across 4 US enterprise accounts and 7 service lines, with full P&L-adjacent responsibility for SLA compliance, account health, and performance reporting.

I’ve delivered measurable results by redesigning workflows, enforcing SLAs, and leading targeted coaching—reducing client-facing escalations from 40+ daily to 2–3 (90%+ reduction). I also improved service turnaround time by 25% and drive strong customer experience with 98% CSAT, using proactive monitoring and cadence-based performance reviews grounded in real KPIs.

I’ve also led high-impact launches and team development, recruiting, onboarding, and developing 50+ associates and 4 team leads while building culture, training playbooks, and QA frameworks from scratch. My background spans SaaS, gaming, logistics, and BPO, and I thrive working US business hours from LATAM with distributed global teams—bringing a clear, stakeholder-focused voice and continuous improvement mindset.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

Health Prime International

Jan 2024 - Present (2 years 5 months)

Built LATAM operations from zero for 4 US enterprise accounts and 7 service lines, owning SLA compliance and account health reporting. Reduced client-facing escalations from 40+ daily to 2–3 (90%+), improved service turnaround time by 25%, and delivered 90%+ escalation reduction via proactive monitoring and workflow redesign.

& Customer Success Account Health Monitoring SLA Escalation Management Cross Functional Stakeholder Management

Referrals Coordinator Manager

Red Valley

Jan 2023 - Jan 2024 (1 year)

Generated 30–50 new and reactivated B2B partnerships per month to expand referral networks and revenue pipeline. Co-designed a ClickUp workflow that cut spreadsheet dependency by 50% and built seasonal nurture campaigns to retain and re-engage dormant partners.

Partnership Outreach Campaigns Process Design

Operations Supervisor

RAM BPO

Dec 2021 - Dec 2022 (1 year)

Supervised a 12-person technical support team supporting Magaya's logistics SaaS platform, managing QA audits and Salesforce-based client communications across 100+ active accounts. Resolved escalations within 24-hour SLA targets and translated customer feedback into process improvements and product adoption insights, contributing to improved first-contact resolution rates.

Technical Support Management Sales Force Communication SaaS Operations Team Supervision Process Improvement

Team Lead, Legal Operations

Solvo Global

Dec 2020 - Dec 2021 (1 year)

Founding team member for launching Colombian operations for a US personal injury law firm, building workflows, training materials, and quality standards from scratch for a team of 8. Managed bilingual client intake and attorney communications across 200+ active cases monthly, bridging US legal teams with Colombian staff to ensure consistent service delivery and 95%+ documentation accuracy.

Legal Operations Workflows Training Enablement Quality Standards Client intake Customer Service Operations

Senior Associate & SME

Supercell (via BPO)

Jan 2019 - Jan 2021 (2 years)

Achieved 98% CSAT across player support for Clash of Clans and Clash Royale and earned two promotions before the first anniversary. Promoted to Subject Matter Expert within 4 months, developing macros and response optimizations to improve team-wide efficiency and consistency while acting as voice of the player to product and QA stakeholders.

CSAT Subject Matter Expertise Support Macros & Response Optimization Customer Experience (CX)Global Customer Support