Alejandra Casco

Managed end-to-end recruitment, onboarding, and operational workflows for U.S. corporate accounts, achieving a 58% account conversion rate. Supervised and mentored a team of 12 remote specialists and maintained project trackers to ensure on-time client deliverables and smooth handovers.

Managed high-volume U.S. client accounts, maintaining 95% CSAT and a 97% Quality Assurance audit rating. Served as the primary escalation point between clients and engineering teams to resolve complex technical and operational issues under tight SLAs and gathered feedback to improve service delivery standards.

Streamlined internal operations and aligned communication between clients, sales, and technical delivery teams, reducing operational bottlenecks by 45%. Monitored account health indicators and cross-functional KPIs to identify risk early, and standardized agile project tracking to improve reporting accuracy and executive visibility.

Resolved 120+ daily technical and operational client requests, providing empathetic problem resolution and clear process guidance. Authored SOPs and onboarding guides and designed training programs that increased customer-facing representative retention by 92%.

Handled multi-queue U.S. accounts and maintained CSAT scores consistently between 93% and 96%. Partnered with internal technical teams to resolve urgent service requests and support business continuity for end users.

Completed higher education studies in medicine at UNICAH.

Completed a Project Management Professional Certificate through Google Career Certificates.

Earned a Digital Marketing Certification from INFOP.

Completed a Bachelor in Science and Humanities program at Roza Agazzi Bilingual School.